Support Representatives on PTO

[Anonymous]

I have had a few instances where critical support issues have been delayed due to support representatives going on PTO . Something in the routing of support cases should allow for better sharing of cases among representatives and more proactive follow-up, rather than individual reps handling specific support cases.

[Kenneth_Law]

Hi Kim.  We certainly understand and apologize that you went through that experience.  We do have auto-routing of support case submissions, but we don't have anything that auto-routes once a case has been assigned to a support engineer.  What we are working on is an improved operating procedure for case hand-offs and transitions to ensure there is minimal to no impact of the service experience to the customer.