customer support: be much more careful with changing Admin Settings

[PeteV]

Some time ago, we submitted a Ticket (ID: CLT-476880). This Ticket concerned problems when trying to login to the Support Center. This Ticket was handled promptly.

However, while customer support fixed our problem, they changed an Admin CP Setting, without telling us. Basically, we do not want just anyone (Guests) to browse our Knowledgebase, Troubleshooting and Downloads. However, customer support enabled this setting. Only because we continued to ask about what customer support had changed, did we find out about this security breach!

Customer support should never, ever change such a setting in Admin CP without telling the client! This is unacceptable and very careless.

As a result, we are now very reluctant to provide customer support access to our Administrator account to resolve Tickets!

[craigbrass]

I am half and half about this to be honest. On one hand it would be good if they could list every setting change on the other hand it could take a while if a number of settings have been changed and cause the time to respond to each ticket to rise.

[Manny]

I would have to agree with PeteV. A few weeks ago I too gave them access to troubleshoot an issue. They were not able to resolve my issue and I figured it out on my own later. However, while they had access, they changed settings and also updated files (they asked for FTP access as well). I clearly asked them not to change anything or even login until they could get on a chat with me so I could watch everything they did. Well they didn't wait and they made the change on a Thursday afternoon (Friday their time). So it ended up breaking my entire helpdesk system. When I got on chat with them to see what they had changed, they said the developer was the only one who knew what files and settings he had changed. I was told that no one else could help me and that he had already left for the weekend. So I had to basically wait until Monday to get this resolved. I had to spend the next 3 hours recovering everything from my backups and re-setting up everything the way I had it and my system was down for a total of 4 hours. At the very least, they should keep VERY WELL DOCUMENTED notes on what they change if they are going to do something like that so someone else can help in case of an emergency.

[craigbrass]

An Admin CP log of actions would be better as a feature for v4 in my opinion.

[PeteV]

craigbass,

I agree, this would be a very useful feature.

But since V4 is still not on the horizon, customer support needs to be more careful.

Note that I stated that "never, ever change ***SUCH*** a setting in Admin CP ", realizing that it may perhaps not be feasible to do this for each and every setting.

Also, if it is not possible to communicate the exact details, a message that states "Done; problem solved." is not acceptable for such settings, but a brief summary of what the problem was could be sufficient most of the time.

By the way, I did make a back-up right before I submitted the Ticket, and the Ticket was handled promptly. However, for a Ticket that is on the snail track (see my other posts from the last two/three days), I would not keep the Administrator-account door open for Kayako!

[Jamie Edwards]

Hi Pete,

Originally Posted by PeteV

Some time ago, we submitted a Ticket (ID: CLT-476880). This Ticket concerned problems when trying to login to the Support Center. This Ticket was handled promptly.

This is good to hear.

However, while customer support fixed our problem, they changed an Admin CP Setting, without telling us.

This is not good to hear. We have a clear policy that all of our staff should by very explicit about detailing exactly what changes to an installation or system have been made, and where they are fundamental changes to a system to notify the user beforehand. This is clearly an oversight I will take decisive action on this and will ensure it does not happen again.

As a result, we are now very reluctant to provide customer support access to our Administrator account to resolve Tickets!

I hope that this is not the case. As I said, all of our staff have been instructed to follow certain procedures with regard to setting changes and modifications, and this case appears to be an oversight of one of them. Please do not let it turn your trust on our support and technical teams.

I apologise for the inconvenience caused here.

[Jamie Edwards]

Hi Manny,

I was told that no one else could help me and that he had already left for the weekend. So I had to basically wait until Monday to get this resolved. I had to spend the next 3 hours recovering everything from my backups and re-setting up everything the way I had it and my system was down for a total of 4 hours. At the very least, they should keep VERY WELL DOCUMENTED notes on what they change if they are going to do something like that so someone else can help in case of an emergency.

This regrettable incident happened some time ago, and following it I spent days monitoring every case being handled our staff to ensure that the policies I have set with regard to detailing changes be made (enough so that they can be rolled back without the assistance of our staff in the event of a problem).

Pete's case was clearly an oversight (and the ticket Pete is referring to is a month old), and I will make sure it does not happen again.

[PeteV]

Yes, I was referring to an older Ticket, as I stated: "Some time ago".

Following Jamie's statements, we do not have a problem to provide Kayako access to our Admin account.

Thanks, Jamie.

[craigbrass]

Glad to hear there are policies in place internally regarding this.

[netFusion]

I can agree that "I think" the new policy is being observed since I do not know what the new policy is.

On one of my recent incidents, Mohit Sharma was on my server and asked me to make the change to my PHP.INI file rather than doing it himself. He also asked for permission to reboot the machine prior to doing it.

So support does seem to be cognizant of trying to keep disruption of my clients' support experience to a minimum while investigation and troubleshooting problems.

Eddie

[craigbrass]

Jamie: Any chance these internal polices could be published just so we know what they are?

[Jamie Edwards]

No, I am afraid not. I do not want to publish internal policies, it is quite unusual for any company to do that and I do not think anything would be achieved from doing so.

[craigbrass]

The object would be that we know what to expect from staff when we submit tickets.

[Jamie Edwards]

Originally Posted by craigbrass

The object would be that we know what to expect from staff when we submit tickets.

I understand that, but all you should expect is effective and timely responses and resolution to support issues - leave the rest to us

[netFusion]

Originally Posted by Jamie Edwards

No, I am afraid not. I do not want to publish internal policies, it is quite unusual for any company to do that and I do not think anything would be achieved from doing so.

I can respect that position. I also do not post my internal policies and procedures in public for my clients. I do, however, have a "mission statement" posted for the public to know what my intentions are so that my clients have a comfortable level of expectation.

It is then up to us to decide the best way to meet that level of expectation, as long as we get the job done right and do not impact the client in a less than positive manner.

Eddie