Nats Staff - Paid per ticket?
 

Lately, everytime I have an issue with NATS and it causes a fix to occur with more than one part of the software, I am told to create two new tickets. Why would I have to start more tickets when it is all related to one glitch? Are they getting paid by the amount of tickets they work on? This is just stupid and annoying.

Every issue requires a separate ticket. They may seem related to you, but the support staff may feel they are caused by two different things, or need to be fixed separately.

We do not charge based on the number of tickets you submit, and our staff are not paid nor even judged based on the number of tickets they answer, so no, this is not a scheme to make more money.

If you'd like me to look into the specific incident you are referring to, I'm more than happy to.

Here are the tickets to look into:

0319-0493-00174
0319-0493-00176
0319-0493-00177

I have now talked to 5 different support techs, on three different tickets, all overlapping on the exact same issue. Gets me thinking about if I really need to be using Nats. One less cost and hassle.

you asked them maybe why?

Yeah, and i am told that the issue addresses two different things, so two different tickets are needed. Then I go thru hours of conversation with different techs explaining myself over and over again as to what the issue is, and then they realize that it is all connected to the 'other tickets'.

Complaining on GFY is not going to get you extra things from us. Threatening our techs with moving off of NATS is not going to get you extra things from us. If you don't feel we are the best solution for you, that is your decision to make, there are alternatives.

This is what happened today - though it isn't the first time I am told to make two or more new tickets that were related to the same issue.

I created a ticket relating to removing the unencrypted passwords from my nats. I asked about how to do it, if there were complications related to doing this, and if my emails to customers would be affected. I got a satisfactory responce and went ahead and made the change.

I immediately had problems as the confirmation emails to customers were not getting the passwords, and Netbilling was not receiving the passwords either, so Netbilling was creating their own. So now I have 'encrypted passwords', in Nats, different passwords in Nebilling, and confirmation emails from nats with NO passwords. All a mess.

I contacted Nats thru the same ticket that I posted regarding these passwords, and I was told to make TWO NEW tickets - one related to the emails, another related to Netbilling - even though BOTH issues are related to removing the unencrypted passwords from my nats. So now i have three tickets related to this issue, and three different techs wanting to work on it, all at the same time. Although I liked the fast responce, having to post three tickets, talk to three techs and explain myself three times was not worth it.

Oh, and the final result is - I have to pay for a custom fix for me to continue to keep the system from keeping the 'unencrypted' password files from being stored in nats.

yes, the comments i made to your techs were not the best solution, and I do aplogize for that. I will apologize directly to them.

Though that was not why I posted here. I posted to know about the double ticket issue, as this was not the first time I had been told to do double tickets and was wondering how come this seemed to be happening more often regarding my tickets.

This is not going to be charged for, I don't know why they told you it would need to be. It was a mistake on their part.