This may be offtopic but I haven't had good service with support recently. We've been going through the v15 upgrade on our TEST system for awhile now with some significant issues. We host our own system and are migrating to a new API server, which hasn't been smooth. I created a ticket a month ago. It's marked significant and they are VERY slow to respond or update.The last time they responded to me was 5 days ago.
I do like the new system better than the older one, but this is getting frustrating. Anyone else having this experience?
Hi Michael,
Thank you for sharing your concerns. I am disappointed that this has been your experience. This is not our expectation for your interactions with the Network.
As you mention, we are in the process of implementing a new help system. Our most visible goal has been to streamline the way that you submit requests, but behind the scenes, there are additional capabilities we are looking forward to leveraging to help organize your active tickets and respond more efficiently. I believe that as we all get used to this new system, you will notice an improvement in your interactions with us.
We also understand how critical it is for us to communicate what type of turnaround you can expect. Sometimes an issue may require help from Development or research that may take additional time. So as a team, we are working to more clearly articulate our expected response time.
The feedback from this community has been amazing, and I do sincerely appreciate your input. Melissa Champ and I are constantly working to improve the way we serve our members, and if you would like to discuss your situation further, you are always welcome to reach out.
Sincerely,Karyn ElliottVP Member Services
Karyn,
I've not yet said anything to anyone at Tessitura about this, but since it's come up... This has been our more recent experience as well. For example, I have a ticket in (which is not urgent) which I replied to on Monday 7/15. I've replied again on Tuesday 7/16 and yesterday 7/18. I've yet to receive any response from any of these replies. The time before this I had a ticket where I'd asked several questions, one of which was completely ignored. When I pointed that out and asked again I never received a response. Eventually I just dropped it and moved on.
This experience really flies in the face of my past experiences with Tessitura support and it makes me think that perhaps there was a problem with how your ticketing system was handling responses to tickets. Perhaps either client replies were not making to your assigned support agent or comments issued by your assigned support agents were not making it to the client. Either way - I chalked it up to a system issue. However, I also planed to talk to someone about it if it continued - if for no other reason than to raise awareness.
I'm happy to talk more about this off line if you'd like. Again - it seems to me there may be something odd happening with ticket response routing.
Dan S
Director, IT
Chicago Symphony Orchestra
Back around the same time (6/16) I had a ticket that was "lost", but after bumping it two weeks later it was picked up again. But also (I believe shortly before this) I had two incidences, in short succession, where Support responses to my tickets never reached me.
Hi Gawain, If you don't mind letting me know what the ticket numbers were, I'd be happy to look into the issue. As you know, understanding how something went wrong is the first step in solving it.
Thank you so much for everyone's input. We do take every comment very seriously and use it to help improve our process.
Karyn
kelliott@tessituranetwork.com