Client Services Email Support system needs improvement urgently.

[ender_wiggum]

The Problem:

I'll cover a few related topics here, but the major issue is: a lack of email threads / context when communicating with support. Essentially, basic email etiquette isn't being followed, hence communication and detail is dramatically degraded, and support interactions are extended longer than they should be. In my case, these issues have added DAYS to the amount of time spent on several support interactions.

This state of affairs made it extremely frustrating and time-consuming to submit multiple cases simultaneously, very recently. While interacting with support, I had to repeatedly ask the support representatives to provide context (case # or information about the given issue) to relate their responses back to my requests. I also specifically requested that the representatives reply to my messages so that we wouldn't confuse things further... unfortunately this didn't happen. I'll note that these interactions were exclusively with Platform Technical Support... my communications with Scripting Support have been far better (they include the thread when replying to emails), though even Scripting Support suffers from Item 1 listed below in The Details.

If nothing else, the current setup almost certainly causes your support folk to waste a lot of time, which translates to $$$.

The Details:

1. initial requests to support trigger an email notification that includes a new case number, but no identifying information or reference to the information submitted with the request. It isn't a reply to the initial email, it is disconnected from the initial email. I cannot know what the notification is about without asking; a huge waste of time. This has occurred on every interaction I've had with NT support.
   
   Example:
   
   
   
   Note: there is no way to relate this email / case number to the issue that a user emailed about.
   
   
   
   email01.png
2. If a user replies to the above message, including the message in the reply, any further responses from NinjaTrader are, again, new messages that don't reply to previous messages or include any identifiable information to maintain the thread of discussion. Notably, this isn't true when I communicate with Scripting Support... they always reply and thread properly. I have only experienced this with Platform Technical Support.
   
   Example 1:
   email02.png
   
   Example 2:
   email03.png
3. This issue becomes even worse when a user has multiple cases at the same time. Ask me how I know. I've sent way to many "which case are you talking about?" emails.

Potential Solutions -

• Email threading should be the default policy/behavior. Always. Scripting Support is already doing this. Why just them? Shouldn't every email response from all departments include some context about the ongoing discussion? There should be "bread crumbs" back to the initial request, otherwise you're sewing confusion and unnecessarily extending support interaction.
• All emails should include the case number, or other identifying information (i.e. subject line of initial support request).
• Stretch Goal: let users login and view their cases / case history. Looks like you're using SalesForce (yikes!), it should make that a total nightmare, but feasible.

[NinjaTrader_Zachary]

Hello ender_wiggum,

Thank you for your post and feedback.

What method are you using to contact us and what email provider do you use? In my testing, I am able to see both the case ID and the history of the case.

I look forward to your reply.

[ender_wiggum]

I use email accounts on both Gmail and Microsoft365. I've seen the same issues on both. I have submitted tickets via plain-old-email, the Help->Email Support function, and the web chat feature.


While Item 1 is always a potential issue (in the case of multiple outstanding cases), Item 2 has never occurred when my case is handled by Chelsea B. Note the Subject line indicates reply, and the message includes the previous conversation:

chelsea.png


For the record, that message also doesn't include the case number, but I have the previous message included as context so it didn't jump out at me at the time.

I'd be happy to have a video call and demonstrate this in real-time.

[NinjaTrader_Zachary]

Hello ender_wiggam,

Thank you for your reply.

Unfortunately, I am unable to view the video but if you'd like to write in, please feel free and we'd be happy to begin to investigate on a deeper level! Feel free to add as an attachment so that we can view the issue you see. Again, in my testing, so long as I expand the email chain, I can see the full history.

We look forward to hearing from you.

[ender_wiggum]

I didn't post a video, I mean that I could host a video call and demonstrate the issue in real-time. Via Google Meet, for example. I'd prefer to do that in a non-public setting, so I don't inadvertently publish a video of my desktop to the public internet.

[NinjaTrader_Zachary]

Hello ender_wiggum,

Thank you for your response.

My apologies, there is an attachment in your prior message that was not visible to me. I'd advise contacting our team via email using either method you'd prefer, explaining the problem and we can figure out the source of the issue.

I look forward to your reply.

[ender_wiggum]

I reposted the image, you should be able to see it now. I verified that it shows up on another browser.

[NinjaTrader_Zachary]

Hello ender_wiggum,

Thank you for your response,

I'd go ahead and contact our email-based support so we can investigate further. I don't seem to have this issue with any email provider that I test with. You can reach out by going to Help > Email Support and providing a description of your issue.

We look forward to working with you.

[ender_wiggum]

I'll start a new support case when I resolve my other active case(s)...

Just to clarify, I notice you say that you can't see the full history/don't have this issue. I mentioned several things, let's focus on the first. I'm testing with Gmail in this case.

Item 1, the initial email response from ninjatrader after a user sends email to support, doesn't include any context about the user's email, just a case number. By any definition I know, this email isn't a "reply". The subject/body of the email has no information about a user's request, and the raw SMTP of the message doesn't include a References or In-Reply-To header. Google says that the Subject line must match and the mentioned headers must exist for emails to thread (in Gmail at least): https://developers.google.com/gmail/...nding_messages

1. Is this the same first email that you get when testing?
2. Does it thread to your initial email to support (on the user/client side)?

Here's the SMTP for the message in the following screenshot: https://drive.google.com/file/d/1GNX...ew?usp=sharing
Notably, the raw SMTP agrees with what I see in gmail, this message doesn't thread to my request, and the SMTP doesn't contain the proper headers/subject to facilitate it. To put it another way, gmail is showing me exactly what NinjaTrader sent me... no text about my initial email to support is being hidden, etc.


email01.png

[NinjaTrader_Zachary]

Hello ender_wiggam,

Thanks for your reply.

Can you please write in via email in whichever method so we can try to determine the variables that may causing this issue? Make sure to include a description of the issue in your email.

I look forward to hearing from you.