Ticket Support - Best, Better, Good

[equimax@rionet.coop]

I have been with HostGator for over a year. I am a happy customer.
I have used the support ticket system many times and have always received a reply in a reasonable time and every issue has been resolved. Support techs are generally helpful and knowledgeable.

I am getting a little concerned. I am starting to see symptoms of overload in the tech responses. Chiefly the symptoms are:

1. Apparent failure to read enough of the message thread to get all the information needed. This leads to my answering the same question multiple times and to issue resolution taking longer. This in turn leads to techs having to take more time per issue. This probably results in more tech overload.

2. Failure to answer all questions when more than one question is asked. This also leads to issues taking longer to resolve and to more tech overload.

These are issues that can be solved! What do you think?

[Goddess Dix]

while it isn't a solution for you issues per se, i do try very hard on my support tickets to be consise and limit the questions to one item per ticket.

i've also seen this cycle at HG over time, and believe a lot of it is based on the need to balance company growth vs. getting enough support staff. hg is always looking for more qualified support staff. patience and persistance has always gotten me the resolution i needed in the long run.

[whatrevolution]

A relevant conversation spawned here.

[MadCat]

Yep... I've noticed exactly the same.