Tickets queue information displayed!

regentronique · #1 09-23-2007, 08:00 PM

I had a discussion with tech support regarding the large amount of time needed to respond to tickets sometimes. (more than 16 hours)

At one point i asked if it was possible to write the actual size of the queue somewhere so we could have a rough idea of the amount of time to wait before jumping over the phone or chat to know how long it would take...

The tech found it to be a good suggestion and proposed to discuss about it with others and i told him that i will post this suggestion on the forum. He encouraged me to do so.

I am waiting your comments!

Dwight · #2 09-23-2007, 08:05 PM

Quote:

Originally Posted by regentronique

I had a discussion with tech support regarding the large amount of time needed to respond to tickets sometimes. (more than 16 hours)

At one point i asked if it was possible to write the actual size of the queue somewhere so we could have a rough idea of the amount of time to wait before jumping over the phone or chat to know how long it would take...

The tech found it to be a good suggestion and proposed to discuss about it with others and i told him that i will post this suggestion on the forum. He encouraged me to do so.

I am waiting your comments!

Hmmm... so something like, "Your wait time will be approx. XXX minutes for a reply" I'd be fine with that, but I doubt it could ever be very accurate... there's no way to tell how complicated a request is, so it would be just a guess based on average time to handle a ticket... I'm not against it, just don't think it would help that much..

regentronique · #3 09-23-2007, 08:14 PM

There could be many factors that could change the response time.

Like those two received today :

1- "...The tickets have been backed up lately, but you should still get a response within a few hours...".

2- "...Well then the response might just be taking a while because of a large volume of support tickets right now...".

Even just knowing the count of tickets could show if it will be longer than usual...

smp · #4 09-23-2007, 08:32 PM

Quote:

Originally Posted by regentronique

Even just knowing the count of tickets could show if it will be longer than usual...

I agree with Dwight.

Knowing the count wouldn't really make any difference as it could be the case answering 1000 simple tickets took less time than answering 100 complicated one's.

It's nice to know where you are in a phone queue as you know that your call is progressing and keeps you on the phone.

Regards, Steve Xx

gtgeorge · #5 09-23-2007, 09:00 PM

I also agree with Dwight and smp. I understand that if I receive the auto response that the ticket has been opened, I will wait til I get a response as there would be absolutely no way to gauge the response time.
Just my opinion though.

chaloupe · #6 09-24-2007, 12:14 AM

It would be quite difficult to manage a time frame.

I would more likely put numbers(you're ticket is in pending mode in position #21) instead of minutes and hours. Then it would need to be set somewhere than it can be updated in Hostgator ticket system. Like when a ticket is open, you could hit Update and it would let you know if position has been change or not until you go to 1 so you know someone is working on it. It would be some pretty hard coding but we never know. We would also need to make sure a ticket could not go higher like from 21 to 25

In the kayako CP staff, their is a ticketID filed in the Database and the oldest get "id1" so it could maybe get hard coded in the table for customer side to be added.

I know in our Cerberus application for our ticket system that we can set the queue time when a ticket comes in but it has to be set manually. It will not go higher if more tickets are coming in and are on queue. An Admin would have to set it manually.

For us, we have set it to 4 hours. When someone open a ticket, they will receive an auto-reply that a ticket has been open with us and the response time from us would not be more than 4 hours.

Changing it depending on the number of tickets in queue would be pretty hard and as we all know, everyone are waiting for an answer right away as we all know!

This is just my input about a solution that I think would be good for both side.

Best Regards,

regentronique · #7 09-24-2007, 09:25 AM

Quote:

Originally Posted by chaloupe

I would more likely put numbers(you're ticket is in pending mode in position #21) instead of minutes and hours. Then it would need to be set somewhere than it can be updated in Hostgator ticket system. Like when a ticket is open, you could hit Update and it would let you know if position has been change or not until you go to 1 so you know someone is working on it. It would be some pretty hard coding but we never know. We would also need to make sure a ticket could not go higher like from 21 to 25

I have suggested to put the queue position but they told me that they are moving the tickets around and their positioning could be quite different each time. This tells me that there are many queues outside the main queue in the Hostgator tech support system, then it would be impratical for them to give a position.

This is why i suggested to display the queue size. For sure, if the total queue count is 10 it will take a lot less time to be processed than if it is 1000 from statistical calculations...

gwyneth · #8 09-24-2007, 12:34 PM

If the whole point of this suggestion is for customers to "feel better" about where they are in the queue, consider that to some people unfamiliar with the scope of the system, a double-digit number might seem huge. To people who know that HG has tens of thousands of accounts, a four-digit number might seem small.

In any case, virtually any kind of wait-time system would, in effect, translate to "we'll get to you when we get to you."

YukonMaster · #9 09-24-2007, 01:02 PM

Maybe even a status icon, like red, yellow, and green, corrosponding to the ammount of tickets either ahead of you, or being submited per a preset interval.

regentronique · #10 09-24-2007, 01:19 PM

Quote:

Originally Posted by YukonMaster

Maybe even a status icon, like red, yellow, and green, corrosponding to the ammount of tickets either ahead of you, or being submited per a preset interval.

Yes that would already be interesting...

slapshotw · #11 09-24-2007, 05:58 PM

Quote:

Originally Posted by YukonMaster

Maybe even a status icon, like red, yellow, and green, corrosponding to the ammount of tickets either ahead of you, or being submited per a preset interval.

If it showed red, I feel more people would panic than feel comfortable knowing why their wait is longer.

gwyneth · #12 09-24-2007, 06:43 PM

Quote:

Originally Posted by slapshotw

If it showed red, I feel more people would panic than feel comfortable knowing why their wait is longer.

And again, it all would boil down to, "we'll get to you when we get to you."

gtgeorge · #13 09-24-2007, 06:54 PM

Quote:

Originally Posted by gwyneth

And again, it all would boil down to, "we'll get to you when we get to you."

Exactly, no matter what system would be in place, it could not even guesstimatate the time involved or even provide an indicator by count because of the # of tickets, the complexity of the issues, the spam etc. It would be totally useless and a waste of time. The auto response says within 24 hours I believe. There is an accurate estimate!