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| | | Author: | FigBits  | | Posted: | Feb 8, 2011 22:25 | | Subject: | Suggestion: More structured help-desk process | | Viewed: | 250 times | | Topic: | Suggestions | | Status: | Open | | Vote: | [Yes|No] | |
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| I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
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| | | | | Author: | renhoffman | | Posted: | Feb 8, 2011 22:35 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 49 times | | Topic: | Suggestions | |
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| In Suggestions, fleury writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
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I like this idea. I'm sure there are times that users email Admin with problems,
who don't use the forum or chat.
Darren
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| | | | | Author: | elias3 | | Posted: | Feb 9, 2011 05:31 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 41 times | | Topic: | Suggestions | |
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| In Suggestions, fleury writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
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YES
Stefaan
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| | | | | Author: | bb198861 | | Posted: | Dec 13, 2011 21:03 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 43 times | | Topic: | Suggestions | |
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| In Suggestions, FigBits writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
|
This a great idea!
I just waited for about 20 hours for a helpdesk/admin response to a problem.
Waiting that long not knowing if they got my message or not is frustrating.
I am a computer programmer with 5+ projects and supporting 30+ users at the
same time. They hardly have any problems but when they let me know of a problem(s),
I have to prioritized based on the severity/possible solution and I have to let
them know right away when I will be able to fix their problems.
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| | | | | Author: | cosmicray | | Posted: | Nov 11, 2016 12:43 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 36 times | | Topic: | Suggestions | |
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| In Suggestions, FigBits writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
|
bumping, because this suggestion is still relevant.
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| | | | | Author: | Macaronis | | Posted: | Nov 11, 2016 13:11 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 37 times | | Topic: | Suggestions | |
|
| In Suggestions, FigBits writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
|
with my 15+ years I will say this. The fast and easiest way to fix this is to
goto an already packaged software OUTSIDE of BL. For them to fix the system that
is here will take more man hours then its worth for the reward that something
already out there in the wild will already do. BL just needs to make a jumping
point from various places on the BL site to get you to the ticket system. that's
by far a much easier way to add a little code to get a better solution then what
is being used now. The current system of (Send an email) is Unacceptable with
the scale of problems that come in. Not to mention an analyst would love this
so they can see WTF is going on.
Come on guys.. need to be in this century.
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| | | | | | | Author: | therobo | | Posted: | Nov 11, 2016 18:04 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 36 times | | Topic: | Suggestions | |
|
| In Suggestions, Macaronis writes:
| | In Suggestions, FigBits writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
|
with my 15+ years I will say this. The fast and easiest way to fix this is to
goto an already packaged software OUTSIDE of BL. For them to fix the system that
is here will take more man hours then its worth for the reward that something
already out there in the wild will already do. BL just needs to make a jumping
point from various places on the BL site to get you to the ticket system. that's
by far a much easier way to add a little code to get a better solution then what
is being used now. The current system of (Send an email) is Unacceptable with
the scale of problems that come in. Not to mention an analyst would love this
so they can see WTF is going on.
Come on guys.. need to be in this century.
|
Whenever I reported a bug or technical issue in the last months, and got a reply
on one of them, they had assigned a ticket number such as [22A-1FB0E900-0124]
for example.
The issue BrickLink has is that after sending the report, the sender does not
get an automated copy as e-mail to refer on if a reply is not received after
a reasonable timeframe.
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| | | | | Author: | BigBBricks | | Posted: | Mar 28, 2021 19:16 | | Subject: | Re: Suggestion: More structured help-desk process | | Viewed: | 50 times | | Topic: | Suggestions | |
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| In Suggestions, FigBits writes:
| | I'd like to see some small improvements to the way that help-desk tickets are
handled.
First, an auto-reply of receipt, with a ticket number, would be great.
I'm not sure what the help desk process looks like on Admin's end, but I would
expect that tickets can be (at the very least), marked with status updates, and
merged (for duplicates). If so, having an autoresponder could also take advantage
of this structure -- when a ticket is closed, the autoresponder could send the
ticket status update to the person who opened the ticket (any anyone else whose
tickets were merged).
Think about the timeout issues we've been seeing lately. It's fantastic that
Admin has come on to the forum to give us some updates on the status. But only
about ... what ... 1/20 BrickLink users reads the forum? Less than that do it
regularly, and we know how fast posts scroll off the first page.
If status updates could be sent at least to the people who mailed the help-desk,
I think that would go a long way toward keeping those frustrated users "in-the-loop",
in case a significant portion of them are not forum readers.
--
Marc.
|
Bump, because the request for better trouble ticket support has been open for
more than ten years with no response from BrickLink.
We asked for this over ten years ago, a fact that The LEGO Group and @CE_Tanja
may not be aware of.
- Big B
Because 1000 characters is not enough to begin to tell someone all the suggestions
that have gone unheard.
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USA, North Carolina
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