gistfile1.md

support ticket hell 1/N

Hi there support!

• I was originally trying to request a feature, which I'll do separately.
• I mailed support@soundcloud.com as I have in the past
• Autoreply told me to use this new support system.
• As a software engineer I appreciate you putting time into support and I hope my observations and feedback help you improve it.
• I don't want to play link tag. I know exactly what I am trying to tell you. I have spent a good 40 minutes documenting how painful it is now, to simply make the thing I emailed to support@soundcloud.com become a support ticket again
• From user's POV this system is seriously inferior to opening/commenting tickets via support@soundcloud.com, it's like 10x more clicks and mental bandwidth to understand what is going on
• 1000 character limit hit fast (11 lines) while crafting this feedback. Suggest 5 or 10k. Posting multiple tickets as a workaround, sry lol Nope this limit only applies to "step 1". See documented confusion below

support ticket hell 2/N

• A surveymonkey form asking feedback on my experience popped up before I submitted anything to you https://imgur.com/a/VSOQjGF
• The surveymonkey form was TINY which made it especially trying to fill out, due to constant need to scroll.
• This option to directly "Give Feedback" needs to be up front/at the top of the workflow.
• For me, that's a direct link to the support ticket form in the automatic email reply that I received from support@support.soundcloud.com when I emailed support@soundcloud.com.
• For a soundcloud client it whould be on the "support" landing page.

support ticket hell 3/N

• https://help.soundcloud.com/hc/en-us/articles/115000183994-SoundCloud-Support-Resources
• I have to navigate through this page before finding the SOLVVY system where I am submitting this
• Only 2253/11860 found the page helpful
• Put a direct link to the "Give Feedback" form here

support ticket hell 4/N

• I don't know how I actually managed to navigate to https://help.soundcloud.com/hc/en-us/requests/new , as it is not linked either 1 or 2 clicks away from any of the links in the reply I received.
• I cannot reproduce navigation to this page with the goal of "Give Feedback"
• Some inputs on step 1 do not offer the option to "Give Feedback" in step 2, even though I had chosen it in the opening dropdown.
• It was not apparent that the question I typed out in step 1 (Ask) of this SOLVVY ticket, did not actually send a communication to you. I had already selected "Give Feedback". It should be implicit that the next thing I type is the feedback.
• I got lost on step 2 because I didn't expect the SOLVVY window to be attempting to answer my question. I am asking YOU the question, not the robot.
• The same "SoundCloud Support Resources" result appeared twice on step 2.
• I remained confused on Step 3 for a while and finally understood that nothing had been sent yet and this was just in the top 20% of complicated gates to get to a support form.