I manage a customer environment with about 135 endpoints using ESET, including MDR and Premium Support. Whenever I open or update a support case through the Services Hub, I don't receive an acknowledgment or notification when a support agent replies. The only way I find out about updates is by manually checking the portal, and a few low-priority cases were eventually closed because I didn't log in to see the responses.
ESET support told me that communication happens through the portal and that an agent must manually add my email address to the case as a CC each time for me to receive notifications. That seems unusual, especially since I use the same email address to log in to Services Hub and would expect it to receive ticket updates. My email logs also show no messages from ESET, including case confirmations.
Is this normal for ESET Premium Support and MDR customers in the United States, or is something misconfigured on the account or in Services Hub?
3 Answers
A newly created case would generally be expected to generate a confirmation containing the ticket number. If that isn't happening, contacting support through another channel, such as phone or live chat, may help get the notification problem escalated.
If Services Hub is configured correctly, the email address used as the login should receive notifications when support replies. Since you're using that address and aren't receiving acknowledgments or updates, this sounds more like an account, notification, or regional configuration issue than expected behavior. ESET should verify the case notification settings on the backend.
I normally receive an email from an actual support representative within a few minutes of opening a case. That may vary by region, though; my experience is based in the UK.
I'm in the United States, and this has been happening consistently for the three or four months we've had MDR and Premium Support. Two separate support agents told me that my email has to be manually added to every case, even though Services Hub is supposed to be the preferred route for Premium Support. That conflicts with the expectation that the account email should receive updates automatically.