Author Topic: improving Avast support case handling  (Read 1138 times)

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Offline Tom610

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improving Avast support case handling
« on: April 02, 2024, 11:08:13 PM »
Since this is not a topic for the product board and I would like to initiate an open discussion on that topic I think this is the right place.

From our experience with the Avast support (cases) for almost 3 years now, I would like to suggest an improvment in order to implement a much better way for dealing with tough support cases. The reason why I see this need ist pretty simple: We had at least 2 cases that have been worked on for over more then 6 month.
Surely the reason for this is not always located on Avast side.

1. In my opinion the lack of the possibility to interact with Avast support cases for instance via a web based case management system, as many vendor will offer this thier partners is quite a problem.
2. If such a system is implemented there should be implemented an escalation mechanisem that can be triggert if certain variables are met, like: case is open for longer than 1 month, case is priorized for a certain kind of level... and so on.

Offline GeorgeP

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Re: improving Avast support case handling
« Reply #1 on: April 12, 2024, 04:38:10 PM »
Hi Tom610,

Thank you for the feedback, I have shared this with the team.