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NCIX.com Forums

FORUMS »

NEW SUPPORT FEATURE - ZENDESK HELPDESK -...
Subject:

New Support Feature - ZenDesk HelpDesk - Issues and Updates

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Zane_NCIX NCIX.com Staff Mar 01, 2017 05:32 PM Reply | Bookmark
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Hi there everyone!

If you've been checking out our site over the past couple of weeks you have likely noticed a new support feature in the bottom right corner which allows us here at NCIX to provide a higher level of service and support to clients who are inquiring about issues, products, or just want to ask us a general question.

We've been experiencing some technical issues with the launch of this new platform, please be sure to include as much detail in your inquiries as possible and we'll do our best to help out. One big offender in terms of current issues is that some emails that are going out are not being received by clients. This is something we are hoping to get resolved very shortly and are currently working to fix, and we will of course provide an update  once it has been resolved.

Of course, as always if anything is urgent please do call us at 1-877-624-9777 (Option 1) Monday-Friday 9:00AM-5:30PM Pacific Time and you can still use our old ticketing system in the event you need to touch base with us. Please do try and use this new support feature as the more people that use it, the better we can ensure everything is running as we expect it to.

We thank you all for your patience and support while we transition our support platform, and of course if you have any questions or concerns regarding anything you can send us a message by clicking the green Support / Chat icon in the bottom right corner of the website.

Thanks!

Topic URL: http://forums.ncix.com/forums/topic.php?id=2753297

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Saberon Saberon Vip Member Moderator Mar 02, 2017 08:28 PM Reply | Bookmark
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I'm being picky, but I liked the blue "Help" button you had before. Even a blue button saying Support would be good, the green just doesn't look appealing.

Other than that, I've used the new system and it's MUCH better than the old live chat

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Mr. Friendly™ Mr. Friendly™ Mar 03, 2017 06:33 AM Reply | Bookmark
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yeah, blue is a calming color...and green sorta fades into the back ground, so I would consider changing it too.

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Chicoman Chicoman Vip Member Moderator Mar 08, 2017 10:46 AM Reply | Bookmark
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And now it's Blue

Quote: (Saberon @ Mar 02 2017, 08:28 PM)

Other than that, I've used the new system and it's MUCH better than the old live chat


Yep, used it yesterday to fix a payment failed issue and it was smooth.

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Zane_NCIX NCIX.com Staff Mar 08, 2017 03:31 PM Reply | Bookmark
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Your wish is my command! It's blue as of today!

As for this system being better - thanks for the feedback thus far. There are improvements to be made and apparently the Amazon server issue is still persisting, we're working back & forth with Zendesk Support to get this resolved as promptly as we can but it's not fully fixed yet so if you ever submit an issue during off-hours it's best to follow up when we're open again or just submit a ticket the old traditional way that way we can follow up for sure.

Thanks for everything so far guys! Keep the feedback coming

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NaX NaX Moderator Mar 09, 2017 09:04 AM Reply | Bookmark
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yur colorblind ... remember?

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sylvain_p Mar 13, 2017 05:32 PM Reply | Bookmark
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I tried twice to contact you using the "support button" and both time even if it said message sent I got absolutely no reply from anyone.

I don't think you receive anything sent using this function.

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BradNCIX BradNCIX NCIX.com Staff Mar 14, 2017 04:54 PM Reply | Bookmark
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Sylvain, we were receiving the after hours support messages. The problem was I don't think you were getting our replies. I believe that is all fixed now and customers now see our replies.

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sylvain_p Mar 14, 2017 05:32 PM Reply | Bookmark
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Hi,

I've not received any reply to both my inquiry.

You can try again to communicate with me again and I'll let you know if I receive them.

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BradNCIX BradNCIX NCIX.com Staff Mar 15, 2017 10:18 AM Reply | Bookmark
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Sylvain please shoot me an email to brad at ncix.com and I will just deal with this. Not sure what to search in our system to locate your messages. Cheers.

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Zane_NCIX NCIX.com Staff Mar 16, 2017 01:22 PM Reply | Bookmark
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Hey Everyone!

Just providing an update  here - We've been in contact with Zendesk over the past couple of days trying to get issues resolved, apparently yesterday they had some issues with their service "pods" causing slight outages across the Zendesk LiveChat network, so chats may have been dropped/lost unintentionally. We're not trying to ignore you or not help you with your issue - just trying to get the kinks out of the system.

As for email correspondence, we have one of the Zendesk Support specialists tackling this issue as it appears to be something on their end causing emails to not get received by clients when you submit an after-hours message and we reply the next morning. We've had a very high amount of reports from clients saying that they are not getting emails still - although less than before - it is still occurring and we are hoping that Zendesk can resolve this for us in a prompt, timely manner.

Again, everyone - we're very sorry for the issues thus far - launching new systems and platforms can be a tricky task to tackle, but we're working on it as best we can with Zendesk.

Cheers,
Zane x NCIX

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Kevin_M51 Apr 09, 2017 03:05 AM Reply | Bookmark
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No that you're using this new Zendesk system, are you still responding to tickets put in through the Customer Care section? Just curious since I put in two tickets several days ago, and still no response. Previous times I had used the ticket system, responses were usually provided in under 24 hours.

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Greg * NCIX.com Greg * NCIX.com NCIX.com Staff Apr 11, 2017 10:12 AM Reply | Bookmark
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Yes, there are still Customer Care reps handling the ticket system too.

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Kevin_M51 Apr 11, 2017 02:45 PM Reply | Bookmark
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Is there just a huge backlog or something though? It's been a week now with no response. This for ticket 2784334.

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michael_w105 Apr 13, 2017 09:19 AM Reply | Bookmark
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Yep.. First time in 10 years i've needed to do a RMA and i've gone 3 days without a bloody reply.. Nice way to treat long time customers.. Hell i've been a devoted customer for 20 years when NCIX was just a tiny hole in the wall on Kingsway.. In store CS..great.. Online YOU GUYS SUCK.

This message was modified by the poster at 04 13, 2017 09:19 AM

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michael_w105 Apr 18, 2017 08:34 PM Reply | Bookmark
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8 days and 2 follow up emails and not a single reply... I think it must be NCIX's policy now to just **** over their customers whenever they can.

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Mark_A Apr 24, 2017 12:07 PM Reply | Bookmark
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Two weeks ago I refused a package. FIVE Emails sent and not a single reply. My callback requests, denied. Am I going to be forced to take legal action?

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michael_w105 Apr 24, 2017 02:52 PM Reply | Bookmark
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Dude.. Just start a chargeback.. I'm on day 14 without a reply.. These jokers are completely out to lunch.

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Poison Ivy Poison Ivy Apr 25, 2017 10:46 AM Reply | Bookmark
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Suggestion: Put some kind of information on if the live chat is online or not. I keep trying to contact the live chat, but it sends messages instead (I assume the chat is offline). It would prevent people sending many messages when they are expecting live chat.

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theBee2112 Premier Partner Apr 26, 2017 08:43 AM Reply | Bookmark
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"Launching new systems and platforms can be a tricky task to tackle"

When proper procedure is followed, deploying new software systems or applications is supposed to be a seamless integration, as to not effect day to day activities/production of the company.

When developed properly in a Dev environment, tested properly in a separate Test environment, and then deployed to Production, these sorts of issues can be resolved before they happen. I would be burned alive and my corpse fired if my code/component/API was the cause of downtime or a loss of customer data (those support messages you guys lost).

Just my 2 cents as a software engineer.

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Roger_C25 Roger_C25 Jun 19, 2017 01:21 PM Reply | Bookmark
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I don't see anything in the bottom right corner? Internet Explorer or Firefox, same thing. Is it me or what?

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Saberon Saberon Vip Member Moderator Jun 19, 2017 01:27 PM Reply | Bookmark
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They changed it so it only shows here now

http://www.ncix.com/contact/

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Roger_C25 Roger_C25 Jun 19, 2017 02:29 PM Reply | Bookmark
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Ah! O.K. thanks.

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nToxik nToxik Vip Member Jun 26, 2017 06:16 AM Reply | Bookmark
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Incoming points laundering for all the Benjamin_04, _06, etc names. Or probably a bot. Or both.

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Benjamin_O4 Jun 26, 2017 05:50 PM Reply | Bookmark
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