Low-Prio requests in Private Matters

Roeshimi

What do you think about having a way to mark a request via Private Matters as „Low Prio“? So that support does have a way to put such requests later in the queue without having to already dispatch someone to look into it?

Example: I have a cancelled card in my card overview that just sits there and that disturbs my inner Mr. Monk.
I wanted to ask support to remove that card but I also thought that they must be very busy after yesterday’s update. If I had a way to mark my request low prio, support could rather work on issues that are more important. Because just having a cancelled card displayed in the overview does not prevent me from using bunq.
Opinions?

johannes

Roeshimi I would combine this idea with my idea of getting an automatic response with an estimated wait time and so (https://together.bunq.com/d/8146-auto-reply-while-waiting-for-support-agent). When it's busy for bunq's support this automatic response could ask you if its urgent or not additionally to telling you the wait time :)

TimoNowitzki

Roeshimi
That sounds like a very interesting idea 💡, and I have to say I kind of like it. When I have a question that I don't need an answear too right away I normaly send a email to support. And yes having a automated system that tells you how long the waittime is would be nice, but I think implementing somethink like can be quite tricky.

Roeshimi

Johannes 🇦🇺 Sure why not. Sounds reasonable

Ricardo__

Thank you for your ideas 👍🏼

Our Guides collect all the reports right away and escalate them to the relevant team (when needed). Each department then processes the requests according to their priority, current workload and resources.

If we can solve it right away in the chat we don’t really mind if the request is less urgent, as long as you get your problem solved efficiently and the pressing issues are solved in a timely manner 👍🏼

I appreciate your input, we might rethink this in the future if we see the need. Very thoughtful of you ❤️