zach
January 14, 2022, 10:37pm
27
jgskarda:
I love particle, the platform, the community, the docs, the hardware, etc. It’s great… What you and the Particle team built is fantastic! I’m a loyalist for sure. However, is there any metrics used internally for support tickets? How long they are open? Lead time to closing a ticket? Customer issue is satisfied with the resolution? I’ve yet to be pleased with the amount of time it takes for a simple support ticket response. Most times it’s been 5-7 days before a response is received and many times I have to follow-up routinely (every few days) and keep poking at it before I get a response. Would be great to improve this process. I understand I’m hardly even a minnow in the big ocean of your customers but it’s been concerning at times for support tickets. Just some feedback that would be nice if was addressed/improved.
Appreciate the feedback and sorry for what sounds like it was a slow response to your support tickets; I'll let @Colleen provide a response on this one