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by spondylosaurus 1024 days ago
Your average CS agent slogging through helpdesk tickets (particularly for a company whose core users are gamers and normies) might not even know what an ASN is. So if you're faced with something that looks to you like a bunch of addresses, and your employer has a strict no-doxxing policy... I can see why they're not budging on this one.
1 comments
Macha 1024 days ago
Sure, you can see the incentives for the CS agent to act that way, but I don't think that negates the point of this post - if you're relying on it for business, you should probably consider a provider that has not set up their CS staff's incentives this way.
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spondylosaurus 1024 days ago
Which is totally fair, especially in this context. In general (not you specifically) people don't always have a ton of sympathy for CS agents, so I just like to offer reminders that what they do is tough. Particularly if you're fielding requests or moderating content in contexts you're not familiar with, or in a language that you didn't grow up speaking.

And really, to your point—Discord is a general-purpose platform, not a technical platform or business platform, and its CS agents probably aren't equipped to deal with complex technical or business problems. It's kind of on OP for trying to use it that way.

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account42 1022 days ago
> Which is totally fair, especially in this context. In general (not you specifically) people don't always have a ton of sympathy for CS agents, so I just like to offer reminders that what they do is tough. Particularly if you're fielding requests or moderating content in contexts you're not familiar with, or in a language that you didn't grow up speaking.

CS agents are literally there so the rest of the company can avoid dealing with customers. If that means worse results for the customer then ire at the support agent makes sense. Don't take a job making the world worse if you don't like beeing blamed for that. Is the company forcing to make peoples life worse rather than better? Quit. Not always that easy, I know, but that's hardly the customer's fault either.

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