Idea for Intuit to Keep Track of Open Issues

[puravidapto]

When we encounter an issue with Proconnect, we contact support. The support team is very proficient at helping with tasks such as where to enter a client's name, address, and social security number. However, more complex issues often need to be escalated and followed up, which currently lacks a proper mechanism.

Support will direct us to post on this idea board. However, this board is merely for feedback and no action is taken unless the issue becomes popular. Posts that do not receive 50 votes will be archived. While some issues may be less common, they are critical for those affected and need resolution.

When asked to create a case, support agents often respond that they cannot. They also claim they are not tax professionals and do not fully understand the issues. This is puzzling since Proconnect is designed for tax professionals. Shouldn't support for tax professionals have at least the same level of expertise, just like a teacher should know as much as the students in order to teach?

Additionally, promises that the development team will follow up by email are often unmet. For example, I have never received a response on conversation 15116234889 and have no visibility into its status, rendering the reference number practically useless, and the issue remains in the limbo. 

Due to this inadequate support, many of my issues remain unresolved. If you are experiencing the same situation, please vote FOR this idea. Once a post receives 50 votes, it cannot be deleted, so this post can at least serve as a reminder for them. Thank you!

[IntuitGabi]

Thank you for your idea. We will keep ProConnect users updated on priority information on the Hot Topics page and ProConnect News and Updates for the remainder of this tax year and tax year 2024.  In the meantime, the status for this idea will be open for voting. 

[edited 10/15/24] 

[puravidapto]

To send a return to Intuit is an existing feature, but can you please explain how it is related to open a case and keep track of the case? Thanks.

[IntuitGabi]

Sending a file to expert will help the team see your unique situation when you're on a call with support. Hope this helps! 

[puravidapto]

It does not help. When the support could not solve the problem during the session, what happened to my problem? This is not a Turbotax software where a user asking where to input his name and address.