Hi @James_B
Thank for your reply.
I fully understand your point around not being able to access individual accounts as you're here to sign post customers to the appropriate support channels and that makes sense.
My point is, if you see a theme on the forum such as this one, a volume of people saying "there's a problem turning voicemail on and off" then there needs to be a way of your team flagging this a trend / theme internally? You don't need individual account access to flag a theme. You'd obviously still need to tell individual customers to contact in to get the issue quantified.
For this issue specifically, it was @thejonsalt who came back to the forum to say it's a known issue and being worked on. That will save others from having to contact in. You're now able to sign post it as a known issue. But my point being, it should be the forum team who able to do that. It would have saved Jon a call in.
So my suggestion is, a two way process between the forum team and the business. So you can raise themes / noise from he forum and in return. Your team are able to refer to a known issues list when replying to posts.
It seems like a no-brainer that the community is here to stop customers having to contact customer care where appropriate.
