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When users make comments on documents, they recieve an unhelpful automatic reply that fails to even capture the original comment.
"Dear M. Hermosillo,
--------------------
Customer Feedback: AF-17391
Article #: CS225523
--------------------
Thank you for taking the time to submit your feedback on this article.
We at PTC Technical Support have reviewed the feedback that was submitted for Knowledge Base Article CS225523.
We would like to better understand how we can improve this article or our software. If you could provide further clarification on your feedback by submitting additional comments using the Feedback option on the article, it would help us get started. Please note that replies to this email address will not be monitored.
We appreciate your effort in helping us improve the quality of our articles
Regards,
PTC Technical Support
To search articles in knowledge base, visit http://support.ptc.com/
To report new issues through the web, visit http://support.ptc.com/ and click on Create a New Support Case
This e-mail message may contain information that is confidential and/or legally privileged. It is intended only for the named addressee(s) and any use or disclosure by others is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and destroy all copies of the e-mail. Thank you."
If PTC truly wanted to "improve the quality of our articles", they would automatically open a ticket to address the issue, or at the very least, record the user's input.
Solved! Go to Solution.
Hi @dhermosillo, yes, engineers are encouraged to include the customers comments in their email, along with the article number so it's clear what the email communication is about.
I think these replies are manually generated by the article owners. Obviously they are starting from a template, but I'm seeing enough variation that I don't think it's purely automated. Many of the replies I receive DO include my original comments, or at least a portion of them.
A few examples:
Hi <Customer Name>, -------------------- Customer Feedback: "Works to product specification for Windchill PDMLink all releases" doesn't explain WHY it is working this way. How is this behavior desirable or good? Where is this behavior documented? Thanks. Article #: 000260163 -------------------- Thank you for taking the time to submit your feedback on this article. We at PTC Technical Support have reviewed the feedback that was submitted for Knowledge Base Article CS260163 regarding SPR 6603101 Currently SPR 6603101 is being worked on by R&D. You can track this SPR to see its status using the SPR viewer tool: https://www.ptc.com/appserver/cs/view/spr.jsp?n=6603101. An explanation to the different SPR priorities can be found in our Customer Service Guide at http://support.ptc.com/appserver/support/csguide/csguide.jsp?missing=support/cs_guide/cs_guide.pdf#150304-130550. If you believe the severity of the SPR is not matching your situation, please open a case with Technical Support to update us about the issue (including a summary of the impact and justification for changing the severity). Please note that replies to this email address will not be monitored. We appreciate your effort in helping us improve the quality of our articles. Regards, PTC Technical Support To search articles in knowledge base, visit http://support.ptc.com/ To report new issues through the web, visit http://support.ptc.com/ and click on Create a New Support Case This e-mail message may contain information that is confidential and/or legally privileged. It is intended only for the named addressee(s) and any use or disclosure by others is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and destroy all copies of the e-mail. Thank you.
Hi Tom, -------------------- Customer Feedback: AF-17041 Article #: 235997 -------------------- Thank you for taking the time to submit your feedback on this article. We at PTC Technical Support have reviewed the feedback that was submitted for Knowledge Base Article <CS235997>. For the question "Is there a record of who modified a WTPart Master attribute?" the answer is no. It’s not part for Windchill. At this time, our product does not support this feature. We encourage you to Request this feature on the Product Ideas Page https://community.ptc.com/ and/ or Vote on it if the idea already exists. This will help Product Management prioritize the feature effectively. Please note that replies to this email address will not be monitored. We appreciate your effort in helping us improve the quality of our articles. Regards, PTC Technical Support To search articles in knowledge base, visit http://support.ptc.com/ To report new issues through the web, visit http://support.ptc.com/ and click on Create a New Support Case This e-mail message may contain information that is confidential and/or legally privileged. It is intended only for the named addressee(s) and any use or disclosure by others is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and destroy all copies of the e-mail. Thank you.
Hi Tom, -------------------- Customer Feedback: Please link this existing product idea to this article. Thanks. https://community.ptc.com/t5/Windchill-Ideas/Can-Save-As-dialog-from-Pro-E-Creo-show-lt-auto-generated-number/idc-p/479065 Article #: 000266593 -------------------- Thank you for taking the time to submit your feedback on this article. We at PTC Technical Support have reviewed the feedback that you submitted for Knowledge Base Article CS266593 and have updated the article to incorporate your suggestions. Here is a link to the updated article. https://support.ptc.com/appserver/cs/view/solution.jsp?n=CS266593&posno=1&q=000266593 Please review it when you can and should you have any additional comments regarding this article, please submit them using the Feedback option on the article. Please note that replies to this email address will not be monitored. We appreciate your effort in helping us improve the quality of our articles Regards, PTC Technical Support To search articles in knowledge base, visit http://support.ptc.com/ To report new issues through the web, visit http://support.ptc.com/ and click on Create a New Support Case This e-mail message may contain information that is confidential and/or legally privileged. It is intended only for the named addressee(s) and any use or disclosure by others is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and destroy all copies of the e-mail. Thank you.
I've gotten a few back that have some additional explanation as well, but it seems like the majority must just send the default form without any attempt to address the issue.
In the instances where they include my comments, I'll take the time to create a case.
It would be nice to have PTC comment about what the internal process is.
Hi @TomU, @dhermosillo, when you leave verbatim comments using the feedback widget they get sent to our internal systems and recorded against the article. An engineer is assigned to follow-up on the comments and they determine what, if any, action needs to be taken - we have a lot of simple "Thank you" feedback!
If you leave a comment that requires further follow up, the engineer will review your comments and make updates to the article or, reach out to you for further details or clarification. When action has been taken you will be notified via email and we have email templates avilable for the engineers to use and customise for this purpose.
We appreciate having longer, clear, more detailed information in your comments - the more actionable the better!
Thanks Heidi,
Are there any guidelines for the engineers that encourage them to echo the comments? It seems like this would just save the back and forth steps of the user having to ask what the original comment were so clarification could be given.
Hi @dhermosillo, yes, engineers are encouraged to include the customers comments in their email, along with the article number so it's clear what the email communication is about.