Improve ticket system.

[hydroburn]

I feel that the ticket system takes a very long time for response. Though the live chat is currently doing great. Thumbs up for that. But the ticket system needs improvement.

[slapshotw]

Make sure you don't reply to your own tickets before HostGator does--that will push them to the end of the line.

[Sam]

Originally Posted by hydroburn

I feel that the ticket system takes a very long time for response.

If its slow just now then all the staff are probably away at the cPanel training seminaire

[GatorPatrick]

Hello,

Actually us day shifters had to hang back and man the fort. Slapshot is exactly right though. Lots of times we get people replying to their tickets two or even three times before we even view it once.

Please note, we always try to keep the wait time to a minimum and we strive to provide service as quickly as possible. Due to this, we always work the oldest tickets in the queue first, and when you reply to a ticket it sets it back to 0s. (looks on our system like it was just submitted).

Also, we try to maintain a very delicate balance between swiftness and quality. We want our responses to be as knowledgable and helpful as possible so we try to thoroughly investigate an issue before replying. If we were to just rush through tickets it would end up causing wait times to be even longer.

Lastly, we're constantly hiring new admins! Our owner Brent has been exceedingly focused on the quality and speediness of our customer service. We strive to provide the best customer service in the industry to create as many happy clients as we possibly can.

[infinite]

Hi

I wasn't aware until yesterday that if I replied (with further info as an
example) that my ticket would be pushed to the back of the queue. Maybe
it is worthwhile mentioning this somewhere in the ticket system or in the
autoresponse message that the user receives back... as I say, I've been
using HG for over 2 years and have 3 dedicated servers with you but I
wasn't aware that was the case when submitting a ticket or updating a
ticket.

The other thing I noticed is that I can't update the priority - it is always
HIGH when submitting a ticket through the support desk. Is this
intended? (to make sure all tickets are answered in order)
Only reason I ask is that sometimes a general query isn't urgent and I
would hate to think that someone else's server is down and that issue
is not being addressed when my query could have waited...

Well that's about all the feedback for now :-)

Aaron
http://www.Learn-The-Basics.com
FREE Step-By-Step Video Training!

[slapshotw]

Originally Posted by infinite

Only reason I ask is that sometimes a general query isn't urgent and I would hate to think that someone else's server is down and that issue is not being addressed when my query could have waited...

That's nice of you, but it's the opposite of most people. Most people mark every tiny issue as critical, which soon devalues the entire priority system. It's better to take the priorities away as an option; they weren't using them anyway.

-Matt

[kmaw]

If it is something 'critical' you can talk to live chat and they will often mark it as so and bring it to the attention of an admin... usually speeds up the response...

But agreed... should have something in the ticket auto-reply about not adding more information -- especially after an hour or two