A simple reply on a ticket ?

YukonMaster · #1 08-12-2007, 01:05 PM

Ok, some will frown at the idea, but I use it and it works.

I work at freeforums.org as their support team, I handle about 300-600 requests a day, we are a big service, not as big as Gator but we have only been open since Feb. However, to the point. When someone needs help, gets an error or anything that we cannot resolve on the spot, we say, Thank you, we will look into this and have it resolved as soon as possible.

Before doing this, we did your method, resolving it before replying, and users would be very frustrated with the fact that they got no reply as to say they were working on it.

So, more to the point, if you see a ticket, that you are going to look into, can you please take the time to say that you are looking into it?

It would calm our nerves, and it really does not take much to do.

Let me know what you think.

esl · #2 08-12-2007, 01:47 PM

What?

HostGator replies to a ticket when they get it and fix your problem. What's wrong with that? They usually don't skip it and go back to it later.

YukonMaster · #3 08-12-2007, 02:49 PM

I know that, they reply after they fix it, or ask for more info, but if there are going to fix it, it would be nice to know, it isn't much to do, I just like to stay in the loop, as I can see so do others.

Sam · #4 08-12-2007, 02:53 PM

Quote:

Originally Posted by YukonMaster

I know that, they reply after they fix it, or ask for more info, but if there are going to fix it, it would be nice to know, it isn't much to do, I just like to stay in the loop, as I can see so do others.

the only problem with replying like that is it will slow down the staff as they have to reply (ok it wont take long but it will take time to type)

YukonMaster · #5 08-12-2007, 05:14 PM

I understand that side of it, but I also think that a few seconds longer is worth knowing that someone is looking into it etc

But, it is just a suggestion, not a demand.

gwyneth · #6 08-12-2007, 07:07 PM

Maybe this could be combined with the suggestion about informing people that emailing about a ticket drops it to the bottom of the list?

Maybe an auto-generated response after a ticket has been submitted saying we've got it, it's in the system, if you email...(info about losing priority, and how system works), you will next hear from us either when we need more info or after it's fixed.

YukonMaster · #7 08-12-2007, 08:00 PM

That would be a good idea.

***GatorWesley*** · #8 08-13-2007, 12:28 PM

Most of the tickets we receive are answered within an hour. I understand your logic behind the request, but replying to every ticket two times instead of one would seriously slow down productivity.

rota919 · #9 08-13-2007, 02:20 PM

Quote:

Originally Posted by gwyneth

Maybe this could be combined with the suggestion about informing people that emailing about a ticket drops it to the bottom of the list?

Maybe an auto-generated response after a ticket has been submitted saying we've got it, it's in the system, if you email...(info about losing priority, and how system works), you will next hear from us either when we need more info or after it's fixed.

You do get an auto reply from the ticket system.
I agree on adding a line at the bottom of the e-mail informing people not to reply and drop it down to the bottom of the list.

In general I find the ticket system effective enough and all my tickets has been responded to in a timely manner.

YukonMaster · #10 08-13-2007, 11:07 PM

Ok, well like I said, it is just a suggestion, but, maybe it could be done if the problem is going to take longer than say, 6 hours to resolve, I personally, cannot wait more than 6 hours without a response, I am just impatient or, I worry that it has been lost, though I know that it is not the case, It is just natural for me to subconsciously think so.