support ticket reference and email to account holder

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Viewing 13 posts - 1 through 13 (of 13 total)
  • #66162

    Lately I’ve been submitting quite a few support tickets through IG PRT.

    It is extremely frustrating  that:
    a. users don’t receive a copy of the support request by email so we don’t know if it at least it might have been received – come on just implement this you have to make it more accountable
    b. users don’t get a support ticket reference number to be able to easily follow up
    c. IG might respond but without a reference number and even without the strategy you’re referring or any detail to so you have to guess
    d. sometimes I don’t hear back for weeks, that’s if I ever hear back
    e. I’m going to have to submit another ProOrder support error on one of my systems running

    Multi-time frame is an excellent feature but if IG and PRT can’t get the communication right and can’t respond in a reasonable timeframe then what is the point of more advanced features that will most likely have even more trading errors?

    #66166

    Hi @David I couldn’t agree more!

    It beggars belief that a submitted Support Ticket or Suggestion for Improvement does not receive an acknowledgement email with a copy of what was sent.

    I have said all this many times over, but seems it falls on deaf ears and I did recently promise (myself) to be constructive and controlled … but by all means David please push this … I and others are behind you all the way!

    GraHal

    1 user thanked author for this post.
    #66170

    Echo both your comments, this lack of audit trail is one of the main reasons that I usually give up on sending technical queries or bug reports unless it’s something really major (or I put my “be constructive, it’ll be worth it” hat on). Until they implement a mechanism to effectively manage this, PRT are essentially losing out on two fronts – free user testing and frustration by clients leading to less renewals of subscriptions and fewer recommendations.

    None of these can be part of their business plan surely. I mean what entity seeks to actively lose clients ? Even in the context of this current climate of trade wars and the like, that is a crazy notion.

    #66179

    Again,I couldn’t agree  more @Manel, good points well made (as usual!).

    Let’s hope PRT Support bring our frustrations, ongoing demoralising and massive annoyance  to the attention of managers who make  change decisions at PRT !?

    GraHal
    PS There’s a revolution of sorts going on between many of us, but PRT still don’t see the calls to action??

     

    #66200

    Hi,

    When you send a message through the platform (or via email) with an account on ProRealTime Software / ProRealTime Trading / IG Sponsored by ProRealTime :

    • We generally respond to your email within 2 business days
      OR
    • We send you an acknowledgment including a reference number if we need to do further investigations.

     

    Please note however that if you have a direct IG account (which seems to be the case), we DO NOT receive the messages you send through the platform. They are received by the IG support team* which takes care of your request.

    Regards,

    Pierre

    * We can only access these messages in case the IG support team asks us for technical assistance regarding your request (it is the case for example for most questions related to Automated Trading). Even in this case, we address our analysis to IG, which then replies to you.

    #66203

    We send you an acknowledgment including a reference number if we need to do further investigations.

    Thank you Pierre, does the acknowledgment with Ref Number and / or the email reply after 2 days include a copy of what we sent in to PRT? We forget you see so unless we keep our own record (copy and paste etc etc before we send) then we do not have records of what we send in.

    Cheers
    GraHal

     

    #66327

    Pierre thanks for your reply.

    Yes, I am an IG direct customer which is the only option I have. I would be happy to change this if it’s possible and receive better support but ProRealTime staff have said due to contractual agreements with certain countries its not possible. Maybe you need to reconsider this and/or have a discussion with IG because it doesn’t seem that the current situation is the best approach.

    So the current situation with IG direct customers as you have stated is that IG only gets the messages and this implies they are holding up the process?

    Here a few sample emails without going into details form IG which are all still unresolved :

    • IG: I do apologise if it appears that you’ve not had any support on this issue in the past few weeks. I’ve been going back and forth with PRT quite a bit trying to get a clear answer for a workaround here.
      Still not clearly resolved or definitive answer.
    • IG: I have passed on your comments to IT-Finance and we will revert back to you as soon as they have replied.
      I don’t know what IG is referring to here because there’s no information about my issue or ticket number that I can match with PRT.
    • IG: I’ve raised the issue that you had with the ProRealTime to further investigate this for you, to see what had happened in this case. For your reference, your incident number is 0008555. We hope to get a response to you as soon as possible. –
      I started the communication with IG on 25 February 2018 which has a few issues based on data and time but essentially IG says there are meetings with PRT about this but still no resolution.

    While the above points don’t provide any specific details, which I don’t feel this is the place to discuss here, it’s important to recognise that this is the current situation I’m dealing with and it’s not made any easier without having a proper issues tracking management system which should be done either via the platform or via an email solution. I’m also troubled that if IG is holding things up, the question is why? or maybe IG isn’t holding things up and its PRT? I don’t know, I believe the best way to ensure things are addressed in a timely manner is to have more accountability via a ticket tracking system.

    After this recent weekend I have to submit 2 more ProOrder AutoTrading incidents which unfortunately one has resulted in a financial loss. More concerning for me is continued and growing lack of confidence in ProRealTime and the support. I’m relying on the IG PRT environment to execute trades as programmed but sometimes the incorrect executions occur so then I wonder if I should go back and check every order to see if the trades executed as they should have? This of course takes a lot of effort when you have a diversified strategy portfolio and you start to question the value of automated trading with PRT. Then I start double guessing if my backtests are reasonably reliable and if I can sleep comfortably at night because my systems might fail and orders start executing not as programmed, using up margin and the preventing other orders from executing on other system due to used up margin.

    Having said all the above I believe our goals are aligned and what we’re after is a reliable form of trackable accountability so that we can have some assurance our requests are going somewhere and are responded to in a reasonable time. If you say this is an issue with IG, then it’s time to have it fixed because it doesn’t look good for PRT, and let’s work together to fix it because otherwise it’s not going to fix itself.

    Nevertheless, I still don’t understand or have an answer from you as to why users don’t receive a copy of the support request by email because we don’t know if  has been received and users don’t get a support ticket reference number to be able to easily follow up if we don’t hear back for a week or more.

    If you’re truly committed to making real improvements please contact me here – I look forward to hearing from you to make the IG PRT experience better.

    1 user thanked author for this post.
    #66971

    Pierre its over week since my reply to you and I’ve been patiently waiting so I’m wondering if you will have anything further to respond to me about the points I’ve raised?

    Furthermore I still haven’t received a resolution from IG on the incident I raised with them on 25 February 2018 and have asked them again to finalise this for me.

    In the meantime I’ve had conflicting responses from you:

    Please note however that if you have a direct IG account (which seems to be the case), we DO NOT receive the messages you send through the platform. They are received by the IG support team* which takes care of your request.

    And Ulrike here

    IG employees do not know the encryption codes and will not be able to access your codes. Only developers working for ProRealTime and IT-Finance (the developer of ProRealTime software) have access to these codes and as outlined above no employee knows all of the encryption codes for confidentiality reasons.

    I would highly appreciate if you would get back to me on these issues.

    #67312

    Hi David. I’ve read thoroughly your message last week.

    This message adds up to the previous exchanges Ulrike & I had with other frequent contributors of this forum such as GraHal, Despair, Vonasi, Verdi55 (sorry I can’t mention everyone) … It convinces us that to provide IG direct customers with better ProRealTime support, we need to allow direct contact between you and our support teams, instead of being handled by IG customer support (which then escalates some requests to ProRealTime/IT-Finance).

    Consequently, we raised this issue with our management in order to allow a transition from the current situation to a direct support (which we are already doing for PRT Trading customers).

    I’ve delayed my response to your message because we won’t have confirmation for another few days or weeks if IG has the legal right to give us access to your personal email addresses (to allow us to reply directly).

    We really hope that this will be possible in the very near future.

    We’ll keep you posted and hope to hear from you guys soon on the phone or via email.

    Regards,

    Ulrike & Pierre
    ProRealTime Support

    PS : we’ve also asked our developers to add an option to the technical reports to allow you to choose to receive a copy of your message.

    2 users thanked author for this post.
    #77443

    Hi PRT

    I guess you’re still working through the support ticket email to client option but I thought it’s time to send a gentle reminder.

    On a related issue do you have a release date for when email notifications of platform error/stopped systems will be provided to general IG accounts?

    #77653

    Hi,

    Unfortunately what we suggested has not been made possible as, due to legal reasons on IG’s side, we cannot directly receive the support requests you send via the platform. They are received by IG only.

    However, for users who have an IG account sponsored by ProRealTime we still directly receive your platform related support requests and reply to you directly.

    Also for IG accounts sponsored by ProRealTime:
    – ProOrder notifications are now available as an option. They allow you to receive an email when your system was stopped or is about to expire.
    – An option to receive a copy of your support requests will also be added in the next version of the platform.

    Regards,

    Pierre

    #77672

    Pierre will this be implemented for general IG accounts?

    Also for IG accounts sponsored by ProRealTime:
    – ProOrder notifications are now available as an option. They allow you to receive an email when your system was stopped or is about to expire.
    – An option to receive a copy of your support requests will also be added in the next version of the platform.

    #77728

    Hi,

    For now, IG does not wish to implement those features in the ProRealTime version we are providing them with (for legal reasons).

    Regards,

    Pierre

     

     

Viewing 13 posts - 1 through 13 (of 13 total)

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