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?

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M

mbmb

1.7K Messages

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22.9K Points

3 years 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?

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Michelle

Employee

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17.5K Messages

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313.3K Points

3 years 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?

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bderoes

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@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

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?
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(edited)

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3 years ago

M

mbmb

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@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)

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3 years ago

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Michelle

Employee

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3 years 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.

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R

rsbrux

83 Messages

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1.3K Points

3 years 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.

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M

mbmb

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@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)

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3 years ago

R

rsbrux

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That would explain my confusion! Thanks for clarifying!

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3 years ago

mbmb

Why reply from support does not include our message anymore?

mbmb

Michelle

bderoes

mbmb

Michelle

rsbrux

mbmb

rsbrux

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