Kaseya Community

Support's level 1 staff: how would you grade them?

  • Hi All,

    I was at this years conference and recall that Kaseya said they were hiring more support staff. Since that time I have noticed some new names answering my tickets. I am not prejudiced at all, so don't take this the wrong way, but many of the names appear to be international. I have refrained from saying anything for months now, but I feel adequate time has gone by to share my opinions and ask my fellow Kaseyans their feedback on the new support staff...

    My experience has been disappointing, at best Sad Not once can I recall one of these new staff correctly answering, or in any way resolving, my issue. All the new staff has done is provide another layer between me and the higher level staff that provide useful answers. Much of the problem seems to be a communication issue - as I think they do not read/write English very well. If that is the case, Kaseya is wasting their money and time IMO. And I have to wait longer for answers to tickets - always replying "please escalate..."

    Maybe my negative experience with tier 1 staff is more a factor that I am a programmer and tend to have very technical questions? Then again, this is a highly technical product, so don't we all have technical questions?

    Thanks!
    -Mike

    Legacy Forum Name: Support's level 1 staff: how would you grade them?,
    Legacy Posted By Username: ReedMikel
  • Hey Mike,

    I concur with what you've said. I really have not liked the responses I've been getting most of the time to any ticket I submit. Basically it looks like the support person reads the ticket, cleans what to reference in the knowledgebase, and then emails an answer that says go to the knowledgebase and reference this article and let us know if it works. Now this isn't that bad, but in the support ticket they are answering I reference the fact that I went to the knowledgebase already! This tells me that my support ticket is not being read completely with a good comprehension of what I am asking for.

    Now I noticed this only occurs when a particular group. At other times I've gotten excellent support. For example right now we're testing KES 8. When ever I submit a ticket for it I get really, really good support regarding it. Now if K could provide this same level of support for everything else, I'd be a happy camper!

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • Hi boudj - I too am getting excellent support on KES2/AVG8. One reason is because it's in development/beta, so they are following up on tickets in a timely fashion. If only all support groups ("features" they call it on ticket screen) replied just as timely and with the level of comprehension that KES group has been demonstrating. Good work Jeff K - and I know you will continue to provide timely and thorough support even long after beta is over Smile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • BTW - is anyone beta testing the new BUDR 3.0? I really don't recall seeing any threads here on it.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • You should have seen the hoops I have jumped through in order to get past level 1 support with a ticket I opened on Monday. Took two days before the level 1 tech said; 'Yes, you are right, this issue has been escalated'. I'm still waiting on a reply from them (It's Friday where I am.) which is a bit unfortunate!

    Thankfully, this isn't a mission critical issue I'm having.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • I've taken to joking that if I had a dollar for every time I've received the boilerplate text (you know the one, it ends in "you should receive a reply shortly") I could take the whole office out to lunch.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: GreyDuck
  • Every request begins with them sending me to a related - but not at all helpful - KB article.

    Of course, I reply and let them know that it's related but not at all helpful. And most of the time, that they've completely misunderstood my question.

    Then I get escalated to the real support team, who are knowledgeable but hectic and possibly overworked.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: nevesis
  • This is good folks, keep the feedback coming. I will send this thread off to George Fernandez in support. I hope Kaseya learns from this sort of feedback, and rethink how they handle tier 1 support. Assuming the overall consensus is that tier one support typically only adds a delay to customers...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • ReedMikel
    This is good folks, keep the feedback coming. I will send this thread off to George Fernandez in support. I hope Kaseya learns from this sort of feedback, and rethink how they handle tier 1 support. Assuming the overall consensus is that tier one support typically only adds a delay to customers...


    I agree. But I also don't know the volume and specifics of calls. It is possible that a reference to a knowledge base article does solve some of their calls in a timely fashion from people that haven't researched their problem but just opened a ticket with support.

    However, in my experience, it simply adds a delay and half the time I have to email someone on level 2 (or whatever they are called) in order for them to even notice I have had a ticket open for 5 days after recieveing the standard 'your issue has been escalated to a feature specialist'.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: GDRBrian
  • I thought Kaseya' support might be purposely pushing my many tickets to the bottom of the queue, as I encounter times when I have to email my salesperson, support manager etc. to get my tickets looked at again. Glad (in a way) to hear there is a pattern here and that I am not alone Sad

    What boggles me beyond words is that nobody in Support is assigned the full time job of monitoring their open ticket queue! Even the current ticketing module could be used as an effective tool to catch tickets that are not being followed up on. If they hired a college level programmer they could easily create some SQL-based tools to automatically generate reports, emails etc to notify the assigned tech to do their job! They could even automate the reassignment of tickets that have not been updated in a timely fashion. All of this is childs play compared to what the developers have accomplished with the core product. Come on Kaseya Support - start leveraging the power of your own software and your minds!!!!

    GDRBrian
    However, in my experience, it simply adds a delay and half the time I have to email someone on level 2 (or whatever they are called) in order for them to even notice I have had a ticket open for 5 days after recieveing the standard 'your issue has been escalated to a feature specialist'.


    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • ReedMikel
    I thought Kaseya' support might be purposely pushing my many tickets to the bottom of the queue, as I encounter times when I have to email my salesperson, support manager etc. to get my tickets looked at again. Glad (in a way) to hear there is a pattern here and that I am not alone Sad

    What boggles me beyond words is that nobody in Support is assigned the full time job of monitoring their open ticket queue! Even the current ticketing module could be used as an effective tool to catch tickets that are not being followed up on. If they hired a college level programmer they could easily create some SQL-based tools to automatically generate reports, emails etc to notify the assigned tech to do their job! They could even automate the reassignment of tickets that have not been updated in a timely fashion. All of this is childs play compared to what the developers have accomplished with the core product. Come on Kaseya Support - start leveraging the power of your own software and your minds!!!!


    Or maybe they could use Connectwise! Big Smile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: sequoya
  • I have stuck up for Kaseya Support in the past. But I must say that I have been terribly disappointed with the support I have received over the past 2+ months.

    We purchased Kaseya in May. Deployed it to a handful of trusted clients over the summer, and then went live in September - deployng to about 1400 machines covering the majority of our existing clients.

    I would guess I have submitted about 20 tickets since September. Sometimes I get a reponse from first level support with a KB article reference - which was on target probably 1 time. Other times when a KB article was referenced, it did not apply to my situation.

    Then later, after exchanging another message or 2 with first level support, I receive the "Your request has been escalated to a feature specialist. You should get a further update shortly. Thank you for your patience" message.

    On a few occasions, Yovanni from Kaseya Support has later followed-up with me. He seems to be the "patching" specialist.

    On another occasion, after complaining heavily to my Sales Rep and Customer Servcie folks, I got escalated to a Developer (Mark Ligden), who was very helpful.

    But other than that, nothing, nil, nadda, zippo. On a few occasions, 1 or 2 weeks later, I have received an email message from someone asking if the issues was still a problem. I reply quickly saying "Yes, it is still a problem, please call me to work on it", and again, nothing, nil, nadda, zippo.

    I have no idea about the volume of calls that they receive. But I have to imagine that adding 2 or 3 full-time, U.S.-based Support folks could make a huge improvement in the level of support that we receive. I may be missing something, but it seems with all of our Support/Maintenance fees, this 2 or 3 people could easily be funded.

    Just my experiences, and my opinion.

    Lloyd

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • Hi,

    I have no different experience either but most of the time have been able to resolve the issues by myself or using forum instead of creating tickets.

    May be Kaseya should have some system like expert-exchange so that member contributing to the reolsution will be encouraged.

    Kind Regards
    Hemal

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: hemal.jadav@snsitltd.com
  • Same experience here, it's rather useless to add support staff that simply "route" tickets to where they think they should go, which is the templated response I normally get.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: chrisd
  • The odd part is that management thinks support is doing a fine job in handling of tickets Confused Recently I had some tickets go dormant for nearly 3 weeks. Like IWolf, I too had to start calling my salesperson, then Tech Support Mgr, then Director of Global Support. Once the Director got my email, support began earnestly resuming working on all my tickets...

    That tells me they have few, if any, internal processes in place to detect and react to open tickets that are awaiting an update from Kaseya. Or if they do have processes, they aren't using them Sad

    If I had to pick one area of improvement for Kaseya to focus on, it would be setting up processes to catch these tickets that go into limbo... If there is a tech that is overloaded, lazy, or whatever - reassign the stalled tickets to someone else!

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel