Freedom is coming? I had no idea.

[custommadename]

I submitted a support ticket and eventually found a page that announced freedom is coming. It seems you guys are using a few apps to do all that you do. Well, here's what I read.

*Customers can rate all HostGator responses. Your ratings will dictate how much an employee is paid and in turn improve quality.
*Employees are prevented from grabbing the easy tickets, AKA Cherry picking.
*Employees time is no longer wasted looking at spam and replying to spam to boost their ticket count. (spam no longer exists)
*We actually have reporting on EVERYTHING we need. Tickets abandoned, ratings, actions, etc.
*We can easily review responses and ratings to improve support.
*Dozens and Dozens of features that will speed up our lives DRASTICALLY which results in tickets getting answered quicker.

*Employees are prevented from... cherry picking.
Whoa! I had no idea that you could cherry pick support tickets. That's crazy. At any time in the past when I had a question, my question could have been ignored because it was too tough? You want to tell people about this?

*Employee time is... spam... boost their ticket count(s).
Employees were paid to go through spam tickets and provide assistance? At any time in the past when I had a question, it could have been ignored because people were submitting junk? This junk was being assessed for a pay raise or something?

*We actually have reporting on ... tickets abandoned....
We're being told that no longer will you be able to abandon support tickets?

Guys, this is weird. I haven't had trouble with Hostgator support, but it sounds like some crazy stuff was going on in the background.

[Adorkable]

Support hasn't been... great.

When I first joined it was phenomenal. Then, it fell off like a week later, and hasn't recovered.

[oMega_2093]

According to the title, you have no idea.

It seems you read only what you want from texts, so It's unusefull to explain things here.

[imabluesman2]

In every organization with as many employees as Hostgator has, there are bound to be a few in it just for the "quick buck" and with no real interest in quality of work. That doesn't mean the whole organization is bad.
I think it speaks for Hostgator, they've taken measures to prevent the things mentioned above.

[gwyneth]

Sounds like it's boilerplate text that might have come with a/the new ticket system...promo language covering situations real and unreal (i.e., that might not apply).

[custommadename]

Originally Posted by imabluesman2

In every organization with as many employees as Hostgator has, there are bound to be a few in it just for the "quick buck" and with no real interest in quality of work. That doesn't mean the whole organization is bad.
I think it speaks for Hostgator, they've taken measures to prevent the things mentioned above.

That clears it up really nicely. Thanks!