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]

Hi @puravidapto 
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. 

For complex or escalated requests, here's what we'd need to investigate further: 

1. Click into the Tax returns tab 
2. Find the client relevant to your report 
3. Select the View Return button on the right side of your client's row
4. Under the Return Actions button, scroll down to select Sent to Intuit. 





5. Add Care agent*: intuit tax support 
6. Provide Your email and Comments

7. Select the Send Return button. Allow 24 hours for us to route requests. The turn around time will vary based on complexity. 

8. We will need to know your return has been sent for review, so please alert @Intuit_Ruben or @IntuitGabi via community post or private message so we can collect your information into one request for us to route. 

In the meantime, the status for this idea will be open for voting.