Customer column not long enough

[John C]

@Victor hello, customer column not long enough to show full name, can this be fixed please? See below:

 

[Steve Giller]

@John C This has been raised internally and is being looked at.

On a side note, please avoid tagging specific people unless you're replying directly to them as part of an existing conversation.
You may be (as in this case) tagging someone who has no connection with the issue at hand, and this in turn may cause the relevant people to skip your post as they get the impression it's already being dealt with.

[John C]

ok @Steve Giller thank you, problem being a lot of the time nobody get back to me hence i have t tag to try and get assistance.

Nobody has come back to me re my last query from nearly two weeks ago either!? So what do I do?

[John C]

@Steve Giller any chance of an update on this and the other ticket I logged three weeks ago tomorrow?

[Victor]

I am on annual leave with (very) limited and intermittent online access. As mentioned above by @Steve Giller the issue is being looked into. We don't have any time frames. You also mentioned tickets that you logged. I did have a look and from what I can see there are no active requests in our queues for your organisation?

[John C]

@Victor thank you for your response as always, if you are on hols this can wait, one would think another member of Hornbill could of responded.

I logged the below on July 23rd and heard nothing back re it....don't think this goes to a queue as I do not have that level of support and have to log via this way!?

 

[Victor]

I think there is a bit of misunderstanding as to what the community forums are intended for... I would say it should not be looked at as a platform to "log a ticket", it is not intended for that. Treating it as such creates an expectation that we cannot possibly meet... The community forums should be seen as a platform where customers and Hornbill staff can engage to discuss various topics related to Hornbill products (which includes reporting various issues encountered), however we do not and cannot commit to participate within a certain set of rules (like you would have on an service level agreement for example with response and resolution times). While we do endeavour to participate as much as possible, ultimately Hornbill staff engagement on forums is entirely voluntary. This being said there are other options available for any customer. For example, for those unanswered forum posts you can always contact our Customer Success team and they can perhaps look into allocating a product specialists to provide the answer you need...

[John C]

@Victor thanks again...

 

Re "allocating a product specialist to provide the answer you need" this comes at a cost?

 

[Victor]

Usually yes, this would come at a cost. But Customer Success can give you more details on this if needed.