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.
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.
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