Analyze reason for force reassociation support tickets
Summary
The L&R Support team often has to Force Reassocaition
of a namespace to a subscription. This causes a significant number of tickets and mechanizer usage for the team. This issue will dig into that data in an attempt to segment the reason behind these Force Reassocaition
requests.
Assumptions/Potential Causes
Potential reasons for these requests:
-
Reseller purchase
- currently customers who purchase through a reseller cannot access the customer portal, and thus can't associate their own namespace to their subscription -
Customer doesn't understand how to link namespace
- there are multiple steps needed to associate a subscription to a namespace, so its possible customers find this process confusing and reach out for assistance -
Unrelated MY subscription
- when a customer has a multi-year deal that has unique subscriptions for each year, they would need to switch over their year 2/3 subscriptions at the start of the new year. It may be that the customer is not aware of this and reaches out to support. - Other?
Analysis
In the ZenDesk search bar, try: "variables[REQUESTED_TASK]=force-associate" order_by:created_at sort:desc
Edited by Courtney Meddaugh