Why Does Partner Support Close Cases Immediately After Responding?

​@Manuel.Cherchi would you be able to address this issue?

Jerry

​@Hengfeng Ge Has someone from Manuel’s team contacted you directly about this?  If not, I’ll give them a tickle.

Jerry

​@Jerry.Withers Mayar contacted me and will.schedule a meeting next week to discuss.Does she from Manuel’s team?

One of the customer support Manager also suggest me contact Mayar for another case system issue:

Finally, I would recommend that you reach out to your partner support team for any such future case issues. As they manage the partner portal and the partner engagement processes, they are more equipped than I to investigate and help you with these and would be able to respond faster. 
 

I encountered a problem that every new case which we created be marked as duplicated last May,It takes near one year to solve this duplicated case issue. During that time we need contact customer support manager team to manually change the case from duplicated to open, so the case can be assign to support engineer normally.

I can't understand why does it take so long to solve this problem? I hope the partner support team can identify the bottleneck, whether it's a process issue or a technical one. It's true that the customer support team has been doing manual operations for almost a year, and we are very grateful for their dedicated assistance.

However, We can't accept such efficiency to solve problems. As suggested by the customer support manager, cases in the partner portal or engagement process should be contact partner support team and the case should be response faster. I think measured in months definitely not faster. For example, the Escalation Process for technical Support Cases which create by partner also requires a higher response time:

• Clarification on Escalation Process for Partner Support Cases

thanks for your follow up. 

​@Mayar.Abounnaiem is indeed a part of Manuel’s partner support operations team.  Glad to hear she made contact.  Thanks again for raising your concerns.

Regards,

Jerry