Ok, it's Friday and it's been a very, very long week, so I'm just going to laugh this one off. Here's a great example of how automated support can go wrong:
09/23 [Me] Hey, how do I disable KLC VPN?09/23 [Kaseya] Unfortunately this option is not available at this time. There should be a hotfix on the way for this issue.09/26 [Kaseya] (set ticket to Awaiting User Feedback)09/26 [Me] Um, OK, here's some feedback09/26 [Kaseya] Apologies for any confusion. Unfortunately at the moment there is no disable VPN option. I am going to pass this onto engineering and we will update you when we have a resolution to this issue. 09/27 [Kaseya] We've found the issue and have submitted a hotfix for approval.09/27 [Kaseya] The Engineering team is preparing a fix to address this issue. Expected release date is 9/2910/01 [Kaseya] The Engineering team is preparing a fix to address this issue. Expected release date is 9/2910/05 [Kaseya] The Engineering team is preparing a fix to address this issue. Expected release date is 9/2910/10 [Kaseya] The Engineering team is preparing a fix to address this issue. We will inform you when the hotfix is released.10/14 [Kaseya] (ticket closed)10/14 [Me] Uh, not to be rude but you might have mentioned that you've released a hotfix to address the issue. I've now disabled KLC VPN for all users. Thanks.10/14 [Kaseya] The Engineering team is preparing a fix to address this issue. We will inform you when the hotfix is released.
I'm laughing only because earlier this morning I was stuck in a "Hey I can't install X on Y. Oh? Just install X, go to Z and grab the logs so you can see why I can't install X? OK, sure, no problem." conversation with support. My brain will explode if I don't laugh.
HA! I've had a long week too, and that is funny. Funny aside though I've forwarded this along to the folks that managed that part of support. Thanks Bill.
I have a ticket with support that has stated a hotfix will be released last month over 15 times now. Every response I send only ends with the same automated message.
I feel your pain...
@luke.bragg - can you send me your ticket #? The customer support folks are working on this right now. :)
Sure thing Brendan - CS061827
Great news! Just heard back from Kaseya Support and their Engineering team is preparing a fix to address the VPN issue mentioned above! Who hoo! Any more emails like this and I may just have to start filtering @kaseya.com in our Barracuda ;)
Hey! At least you're getting responses to your ticket...
Yup. Their ticket robot and I have fast become BFFs.
You're probably better looking than me... Or you talk more sweetly... Or both...
I've heard back from customer support and customer service teams and they feel like they have this problem resolved. Part of it was by design, part of it was adjusted.
It must be progress day in the support department. They've fixed their robot and I managed to convince them to close a ticket that's remained open and untouched by Kaseya's hands for the last 155 days.
Hooray for progress!
Hi Brendan, Thanks for following up that ticket. It appears to be updated from a real person! Much appreciated.
I think they should make it a fully automated system like BT's current support lines.
BT: What would you like to discus with us today?
ME: DNS Issues
BT: And what phone number is that relating too?
BT: You have chosen 4 Children and 1 Adult to watch Debbie does Dallas in Vegas yesterday at Midday. Enjoy your Movie!