question

OpenCalls avatar image
OpenCalls asked ·

Does the 'no' Resolution for CaseID keeps the same support team person involved in the solution?

It seems, that the new answers for the case does not considers the conversation history. And its hard to resolve the complex problem, when you have to explain and find out the understanding each request again anew from the begining.
So, does the clicking 'no' on Resolution for CaseID is solving this bad practice for somehow?
Case# 6307555811

app submission and updates
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1 Answer

Mike@Amazon avatar image
Mike@Amazon answered ·

Hi,

The "Do you think this resolved your issue?" question at the end of a Contact Us Case response is a poll for you to register your satisfaction (or lack of satisfaction) with our support team's work.

We can't guarantee the same support team member will address your reply, because of availability, and because different team members have different specialties.

However, as long as you reply to your case (by clicking the link at the bottom of the response email), instead of opening a new case, your follow up questions will be associated with the previous questions, so everyone on the support team will have the context.

I see that you recently responded to a previous case, and we are currently investigating your issue.

Thanks,

Mike

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