Loading Profile...
why do i have to have an account?
when i use one of your customers' help support systems, it automatically creates an account for me system-wide by tying my email address to a password you folks make up and email to me.
This is bad usability, because when I go to say, "Foursquare Help", and file a bug with them, and then go to say, "37 Signals help" (kidding! I know they hate you) it asks me to log into my "Get Satisfaction account". Which I never created. Which is not in my password manager. Which, even if it was in my password manager, would be tied to playfoursquare.com. Which decreases security because you're asking me to "remember" a password I did not come up with personally. Which, by the way, discards all the info I had entered into the second sites' help issue SIMPLY BECAUSE I DID NOT LOG INTO YOUR !@#$-ing SERVICE FIRST.
Some other hosted help desk software I've used doesn't seem to do this, and it provides me the customer with a better experience because I don't have to make the mental leap from "Company A Help Desk" being on this service to "Company B Help Desk" being on this service. Why can't you? You're already showing me one of those captchas that 4chan broke for the Newsweek poll.
This is bad usability, because when I go to say, "Foursquare Help", and file a bug with them, and then go to say, "37 Signals help" (kidding! I know they hate you) it asks me to log into my "Get Satisfaction account". Which I never created. Which is not in my password manager. Which, even if it was in my password manager, would be tied to playfoursquare.com. Which decreases security because you're asking me to "remember" a password I did not come up with personally. Which, by the way, discards all the info I had entered into the second sites' help issue SIMPLY BECAUSE I DID NOT LOG INTO YOUR !@#$-ing SERVICE FIRST.
Some other hosted help desk software I've used doesn't seem to do this, and it provides me the customer with a better experience because I don't have to make the mental leap from "Company A Help Desk" being on this service to "Company B Help Desk" being on this service. Why can't you? You're already showing me one of those captchas that 4chan broke for the Newsweek poll.
1
person has this question
I have this question, too!
Tell me when someone answers.
The more people who ask this question, the more it gets noticed.
The more people who ask this question, the more it gets noticed.
-
Inappropriate?Hi Matt,
First off, I agree with you. We rolled out a feature called FastPass which allows a company to pass over a user's logged in credentials transparently. In addition, we're now working on a new approach to logins generally in order to avoid the annoyance you're feeling right now.
Since you asked, there are two considerations which led us down this path. One is simply that we need some way of letting you know when your question is answered, etc. Notifications. Because you may want to change your notification setting later, we needed an account in place to ensure that it was really you who was making the change.
Secondly, since these are persistent communities in addition to being a quick way of tossing off feedback, we wanted to avoid the problem of anonymity. People are more respectful and reasoned in their discourse when their public reputation is in play.
Thankfully, there are new approaches available to us today that allow us to avoid the approach we're now using.
Thanks for the feedback.
I’m thankful
EMPLOYEE
