Delay in responding

heartspoiled · #1 01-27-2008, 12:29 AM

Hai

Plz make it fast for responding to particular ticket...

Some times it is takingmore time

Please have a look

JeanPierre · #2 01-27-2008, 12:35 AM

Are you referring to a certain ticket? Or just in general? HostGator is rapidly growing and is currently hiring new staff to meet us (the customers) needs. If you have an urgent request, I would submitt a ticket and call tech support.

esl · #3 01-27-2008, 02:30 PM

Quote:

Originally Posted by heartspoiled

Hai

Plz make it fast for responding to particular ticket...

Some times it is takingmore time

Please have a look

Are you referring to one ticket, or just support in general? If one ticket, please post it's number here.

Serra · #4 01-27-2008, 02:55 PM

Quote:

Originally Posted by JeanPierre

Are you referring to a certain ticket? Or just in general? HostGator is rapidly growing and is currently hiring new staff to meet us (the customers) needs. If you have an urgent request, I would submitt a ticket and call tech support.

If your ticket is so urgent that people are dying because of it, that plan is wonderful. Otherwise, you are putting a HUGE drain on the system by doing that. You are basically making the issue worse for everyone when you do that.

Submit the ticket, wait a reasonable amount of time and if you haven' t gotten a response, then call/chat support.

willow1872 · #5 01-27-2008, 02:57 PM

The current system is my only real gripe with HG. It seems that tickets are just passed from agent to agent after each customer reply which makes it very frustrating as each agent doesnt always read the history.

Thankfully it is quite rare that i have to submit a ticket but it would be great if one agent could take responsibility for a ticket until it gets to a point where they have to pass it on because its out of their relm of experience.

kmaw · #6 01-27-2008, 03:02 PM

Quote:

Originally Posted by willow1872

The current system is my only real gripe with HG. It seems that tickets are just passed from agent to agent after each customer reply which makes it very frustrating as each agent doesnt always read the history.

Even worse would be the ticket being assigned to an admin -- then that person going home for their weekend before things are looked after. Nobody else would be able to see the ticket in the queue... that happened here once this week...
But you're right... some could be more diligent in reading the history.

willow1872 · #7 01-27-2008, 03:10 PM

Quote:

Originally Posted by kmaw

Even worse would be the ticket being assigned to an admin -- then that person going home for their weekend before things are looked after. Nobody else would be able to see the ticket in the queue... that happened here once this week...
But you're right... some could be more diligent in reading the history.

I agree and did read that post but its all about managing the system really. Kayako is far from the best system out there as it can end up making the ticket invisible for other agents if its assigned to one person whereas WHMCS doesnt do that.

***GatorWesley*** · #8 01-27-2008, 04:35 PM

Quote:

Originally Posted by willow1872

The current system is my only real gripe with HG. It seems that tickets are just passed from agent to agent after each customer reply which makes it very frustrating as each agent doesnt always read the history.

Thankfully it is quite rare that i have to submit a ticket but it would be great if one agent could take responsibility for a ticket until it gets to a point where they have to pass it on because its out of their relm of experience.

Unfortunately if a ticket was stuck to one person, then there could be massive wait times on responses if that employee's shift ended or was away for the weekend. With it open for a single department to answer, there are people there 24/7/365 to answer and resolve your issue.

willow1872 · #9 01-27-2008, 05:43 PM

Quote:

Originally Posted by GatorWesley

Unfortunately if a ticket was stuck to one person, then there could be massive wait times on responses if that employee's shift ended or was away for the weekend. With it open for a single department to answer, there are people there 24/7/365 to answer and resolve your issue.

I completely understand that Wesley

What im saying is that currently it seems that if a ticket is assigned to one person then no one else can see it. Is that correct?
I had the same problem with Kayako when we were using it which was one of reasons to moving to WHMCS as when WHMCS tickets are assigned then every member of staff can still see that ticket and respond if the person it was assigned to has ended their shift

***GatorWesley*** · #10 01-27-2008, 07:36 PM

Yeah if someone leaves it assigned it won't be seen by anyone else depending on what view you have it set on.