M

830 Messages

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11.5K Points

Sat, Nov 27, 2021 9:59 AM

No Status

Why reply from support does not include our message anymore?

Terrible idea, is this a bug on your end or an intended change?

I mean not getting a copy of the message we send before they reply was bad enough, because when they don't reply, it was getting lost.

Now it's getting lost every time, and you have to guess which reply is for which issue, which is not efficient at all. I mean how are you gonna reply to clarify something if you can't see what was the issue you are replying for?

Why would you make such a change that makes things worse than it already is?

mbmb

830 Messages

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11.5K Points

8 m ago

bump. weird thing is, one reply from John actually included it recently, but from other employees still no.

is this something employees choose? like an option in their dashboard "don't quote original message with my responses" or something like this?

Employee

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14.1K Messages

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277.8K Points

8 m ago

Hi mbmb -

I'm not sure I understand the issue, can you clarify the exact change you are seeing? 

Are you referring to the IMDb Community email notification you receive when there is a new comment on one of  your posted threads?

Champion

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4.5K Messages

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113K Points

@Michelle

No, he's talking about the reply from the Contact Desk, subject "Your IMDb Inquiry".

We're getting just the response, and not the original message.

So if I have multiple issues working, I have NO idea what the response relates to.

 

Here's the complete text of today's missive:

IMDb.com <support-imdb@imdb.com>
<snip>
Mon, Nov 29 at 10:38 PM
IMDb
Help IMDb.com
Message from Customer Service
Hello Barbara,

Thanks for your response.

I've submitted this image delete request on your behalf now, if no problems are encountered this should update online within 24 hours on all platforms.

Please don't hesitate to let us know via the Contact Form (https://help.imdb.com/contact/) should you have any additional queries.

Have a great day.

---

Do you want to help IMDb by adding missing data?

We welcome you to try  IMDb Answers.  The updating feed of questions makes this an easy way to share your knowledge with entertainment fans.

Best regards,
Merida
IMDb Customer Service
Did we solve your problem?
Yes  No

(edited)

mbmb

830 Messages

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11.5K Points

@Michelle bderoes described the issue correctly. We have NO idea what the response relates to now. IMDb's support ticket system is one of the worst on the planet already, with having no way to track things, not getting a copy or confirmation when we send an issue, losing messages when they ignore them etc.. this change makes it the worst of the worst.

(edited)

Employee

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14.1K Messages

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277.8K Points

8 m ago

Hi mbmb & bderoes -

Thanks for the feedback, as well as the examples and clarifying the issue.  I have filed a ticket for the appropriate team to investigate further.  Once I have an update I will relay that information here.

tom_wake

125 Messages

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2.3K Points

8 m ago

Over the past few weeks I've noticed that, when I receive a response from the Help Desk, my original message is no longer displayed underneath.

It used to be very helpful to see my original email, as I make a lot of submissions and sometimes have two or three open queries at a time. Yesterday I received the following reply:

Hi there,

It looks like this submission was a duplicate of another one pending or live on the site. If it's still not reflecting, we recommend waiting 24 hours and submitting again.

Thank you!

Best regards,
Elizabeth
IMDb Customer Service

...and I have no idea which of my queries this is referring to!

Can we please restore the "original message" text at the bottom of the email?

Many thanks

Note: This comment was created from a merged conversation originally titled Original questions no longer displayed in Help Desk responses
mbmb

830 Messages

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11.5K Points

@tom_wake They now started to remove their names, is it same for you too?

(edited)

tom_wake

125 Messages

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2.3K Points

@mbmb  I think my replies still include the names, for the most part

rsbrux

72 Messages

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1.1K Points

Apparently this used to work as expected (including the text of the original request in the response).  Why does it take so long to restore this obviously needed functionality?

P.S. Regardless of any technical diificulty in restoring the prior functionality, why can‘t support reps meanwhile copy and paste the original request text into their answers. It would take 10 seconds max.

(edited)

rsbrux

72 Messages

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1.1K Points

6 m ago

Please excuse my hasty criticism! The responses do, in fact, include the text of the original requests.  It just isn‘t obvious because the original text is in small grey type and separated from the response by the feedback buttons below and ample whitespace.

mbmb

830 Messages

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11.5K Points

@rsbrux​ No they mostly don't. Sometimes, rarely, from some employees, it's included. That's why I asked "is this something employees choose" in my reply above. But most of the time it's not included.

Previously it was always included.

(edited)

rsbrux

72 Messages

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1.1K Points

That would explain my confusion! Thanks for clarifying!