ReedMikelThis 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...
GDRBrianHowever, 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'.
ReedMikelI 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
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!!!!