Question for mods about what Seller Support sees when answering tickets
I'm hoping a mod can chime in and help us to understand better what seller support sees when they're working these tickets.
QUESTION: When seller support is working/answering a ticket, does their screen automatically open to the most recent message and they can optionally scroll to see the earlier part of the ticket? Or does it open to the very first message that created the ticket and they must scroll to get to the most recent message in the ticket?
When I have really long ongoing tickets, some that have spanned over weeks or even months, it always boggles me that the next support person to answer will answer EITHER the most recent message only OR the original message, and both scenarios ignores ALL other context in the ticket. Understanding what support sees by default maybe will help how WE communicate to reduce some of these never ending tickets that drag on foreverrrrr. Or that's my hope anyways 😂
Question for mods about what Seller Support sees when answering tickets
I'm hoping a mod can chime in and help us to understand better what seller support sees when they're working these tickets.
QUESTION: When seller support is working/answering a ticket, does their screen automatically open to the most recent message and they can optionally scroll to see the earlier part of the ticket? Or does it open to the very first message that created the ticket and they must scroll to get to the most recent message in the ticket?
When I have really long ongoing tickets, some that have spanned over weeks or even months, it always boggles me that the next support person to answer will answer EITHER the most recent message only OR the original message, and both scenarios ignores ALL other context in the ticket. Understanding what support sees by default maybe will help how WE communicate to reduce some of these never ending tickets that drag on foreverrrrr. Or that's my hope anyways 😂
0 replies
Emet_Amazon
Hello @Seller_yoBaUhzkFJuPI,
Thank you for your post,
QUESTION: When seller support is working/answering a ticket, does their screen automatically open to the most recent message and they can optionally scroll to see the earlier part of the ticket? Or does it open to the very first message that created the ticket and they must scroll to get to the most recent message in the ticket?
Due to the confidentiality of internal processes and mechanisms we cannot provide guidance on this inquiry.
Additionally, I see you're posting this inquiry in the account health category, thus I have reached out to our community managers to review the situation. If they are able to offer more guidance they will follow up here.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_roNdLQpqbVoOH
I agree with @Seller_yoBaUhzkFJuPI that that's a silly answer.
Who in the world cares - except maybe us sellers - what Seller Support sees on their screen? I doubt the world is waiting with bated breath to steal anything.
[Moderator Edit: removed off-topic commentary]
I guess that's a possibility...
Seller_HRcJa1gdGHeov
Unfortunately I am not surprised by the mods taking a pass on this, they seem to avoid the difficult or controversial issues.
As for support, it has been my experience that they have access to all notes but often times they either do not read them or maybe they are stored differently and they choose not to access them.
Seller_nBUcRErQhJ4JW
I wonder this too because reply 1 is always a canned useless non answer. Reopen case, answer 2 is a bunch of canned nonsense and a request for information given in the original case, so either they cant see it or they don't look
Ofen I say " This is a yes or no question, can you comprehend that and answer yes or no ?"
Seller_HRcJa1gdGHeov
[Moderator Edit: removed off-topic commentary]
