Improve auto-response e-mails from Support, when ticket is created

skoczy · December 8, 2015 at 6:35 PM

I am raising the ticket to Support from time to time and what I miss in this auto-reponse e-mail is the reference to the Subject of the ticket.

I get:

This is an automated reply. We have received your email and will get back to you as soon as possible.Your ticket number is: #KA_NUMBER.
Please include this ticket number in all your communications with us.

What I would like to get is:

This is an automated reply. We have received your email:

"SUBJECT_OF_A_TICKET"

"CONTENT_OF_THE_TICKET"

and will get back to you as soon as possible.Your ticket number is: #KA_NUMBER.
Please include this ticket number in all your communications with us.

This will allow us to track when was the ticket raised.

Michael_dk · December 8, 2015 at 8:04 PM

+1

...And including the text from the raised support ticket in the mail would also be helpful

skoczy · December 8, 2015 at 8:47 PM

Quote from Michael_dk

+1

...And including the text from the raised support ticket in the mail would also be helpful

YEP it makes sense - I updated the first post.

viabcroce · December 9, 2015 at 3:29 PM

Sounds good to me.

skoczy · December 18, 2015 at 8:59 PM

Please attach subject of ticket as well as the contents of it to auto-response e-mail.

whippinpost91850 · December 18, 2015 at 9:09 PM

+1

StevieStrings · April 19, 2016 at 9:32 PM

I created what I thought was a support ticket on Saturday, April 16th 2016 through the email address, info@kempermusic.com (this was provided to me by musiciansfriend.com customer service) - I received a reply from the address stating that they got my message and that they would contact me again to address my problem. I was also provided with an incident number with no way to look it up in any system. Here it is now Tuesday the 19th, and I have not heard anything back at all. My issue is RMA related. I discovered that I have a bad LED on the front panel and would like to know how to send my unit in for diagnosis and repair.

Can anyone confirm for me what the correct address is to email for support? I would like to, get the show on the road, as they say.

Much appreciated.

skoczy · April 19, 2016 at 9:43 PM

Contact support at support@kemper-amps.com

Raoul23 · April 19, 2016 at 9:58 PM

Quote from skoczy

Contact support at support@kemper-amps.com

This

StevieStrings · April 19, 2016 at 10:22 PM

Thanks guys

skoczy · April 20, 2016 at 9:37 AM

So today I got two confirmations at the same moment. One was confirmation of ticket opened yesterday (I suppose so) and another on was confirmation e-mail for the ticket I opened 2 hours ago. Seems like confirmations have stuck somewhere.

Anyway I sill vote for more information in the confirmation e-mails from support team, because I got two ticket numbers and I am not sure to which issues they refer.
Reference ID: 84f2bbfb

skoczy · April 20, 2016 at 9:43 AM

Quote from whippinpost91850

+1

Hi @whippinpost91850 please like first post, if you find that useful.

viabcroce · April 20, 2016 at 6:24 PM

Another thing I'd strongly push for would be support to always Reply to the same message, so that both parts can always rebuild the ticket's history.
It has happened to me that support was always referring to "my points 1 and 3" but I had lost any reference of what they were LOL.

Ingolf · April 20, 2016 at 8:21 PM

Quote from viabcroce

Another thing I'd strongly push for would be support to always Reply to the same message, so that both parts can always rebuild the ticket's history.
It has happened to me that support was always referring to "my points 1 and 3" but I had lost any reference of what they were LOL.

Yes, agreed.

StevieStrings · April 21, 2016 at 8:25 PM

I started my support journey on April 16th and here I am on the 21st no further along... Kemper has acknowledged that I have a warranty issue and said they would get me to the US wrranty department. Have not heard anything.

StevieStrings · April 26, 2016 at 6:00 PM

Just an update... after being shuffled around support emails for about a week, here I am, April 26th, I have promise that my Kemper will be serviced and that shipping both to and from them will be free, yet I have not received a shipping label or any further information as to when or how any of this will take place. Is this similar what others have experienced? It's really making me a little nervous about my $1000+ piece of equipment.

skoczy · July 8, 2016 at 1:45 PM

Forgive to bump my own request, but I still find it very valid. I raise a ticket from time to time, about something that might have been a bug, but I forget about it later.
Please include ticket subject and the comments in the auto-response e-mail, while ticket is sent using form ah https://www.kemper-amps.com/contact.
Maybe this thread should also be moved to Feature Requests, although it does not refer to Profiler itself...