In reply to a post by johnjburness:

If you don't mind me suggesting, that does sound like there is no limit on your own guys but still a limit on the customer.

That's correct, and as designed - our support team still need to be able to raise tickets to address and track internal issues, but by the same token we don't want to be spammed with requests - for example, an irritated customer who might raise multiple tickets about the same fault or problem in the hope that it'll get picked up faster.

As long as there's less than 4 tickets raised then another one can be through the portal, otherwise one of the existing tickets will need to be closed (by the customer, via the portal). I'd be very surprised if any customer had more than 4 separate issues all needing to be addressed at the same time.

I meant that they use the info to understand the size of a market to decide on services to offer to public sector rather than that they model their business after public sector.

In reply to a post by orbrey:

I'd be very surprised if any customer had more than 4 separate issues all needing to be addressed at the same time.

No, citing my hypothetical example, a customer might have more than 1 issue but is, effectively, being blocked by a lot of CS tickets!

Got you - and just tested this to find it is in fact the case. Unfortunately not something we can raise a problem on, but I'll make sure it's looked into.

In reply to a post by orbrey:

Unfortunately not something we can raise a problem on,

Because you already have four open questions?

The limit was previously 3 tickets, I had this increased to 4.

We have had scenarios in the past where some customers who, and likely rightly, had a grievance with a service, decided to raise an exceptional number of tickets hence the limit being in place.

We are unable to close customer initiated tickets, but only the ones that we raise.

I would also point out the the OP cannot raise any more tickets as he has raised 4 tickets over exactly the same thing.

I think the 4 ticket rule is reasonable.

In reply to a post by Metronet_James:

The limit was previously 3 tickets, I had this increased to 4.

We have had scenarios in the past where some customers who, and likely rightly, had a grievance with a service, decided to raise an exceptional number of tickets hence the limit being in place.

We are unable to close customer initiated tickets, but only the ones that we raise.

I would also point out the the OP cannot raise any more tickets as he has raised 4 tickets over exactly the same thing.

I think the 4 ticket rule is reasonable.

I don't have an issue with a 4 ticket limit on Customer raised tickets - but I think it unreasonable to prevent a Customer raising an additional ticket where he has only raised 1 (with 3 others raised by CS)!

Sure, I get that.

However there should be no valid reason for us to have 3 tickets opened by us in the first place!

In reply to a post by Metronet_James:

Sure, I get that.

However there should be no valid reason for us to have 3 tickets opened by us in the first place!

LOL!!