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| | | Author: | Admin_Russell  | | Posted: | Apr 26, 2023 19:55 | | Subject: | Some excellent news! | | Viewed: | 840 times | | Topic: | Administrative | |
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BrickLink
ID CardAdmin_Russell
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Location:  USA, California |
| Member Since |
Contact |
Type |
Status |
| May 9, 2017 |
 |
Admin |
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| BrickLink Administrator |
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| Hello everybody,
As many of you know, during the past couple years we have experienced problems
with lost Help Desk tickets. We did a lot of research into what may be causing
this issue, but the problem persisted. In fact, it actually got worse at the
beginning of this year.
As a result of the increased problem levels, a couple months ago we reconfigured
the connection between the Help Center and our SmarterTrack Help Desk system.
We noticed an immediate, sizeable increase in ticket volume, so much in fact,
that we were concerned about how to handle the extra tickets from a resource
management point of view.
So for 2 months we have been monitoring the levels closely, and we are confident
in saying that we have now found the problem and fixed it. 
Furthermore, our great new customer service team that we hired in the fall has
stepped up to the plate and is handling the increased load of tickets beautifully.
Our overall average response time is now 27 hours, which means that for most
tickets submitted on a weekday, you will receive a personal response the same
day.
We know the running narrative in the Forum is that it takes 3 weeks to hear back
from the Help Desk. I suppose this is an improvement over what people used
to say, that one would never hear back. But we'd like to inform everyone
of a NEW reality, where our folks are getting back to you in record time, and
also with exceptional levels of service.
Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
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| | | | | Author: | Nubs_Select | | Posted: | Apr 26, 2023 20:00 | | Subject: | Re: Some excellent news! | | Viewed: | 69 times | | Topic: | Administrative | |
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| Amazing News!
| | Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
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as I was reading the message I was thinking the same thing and then noticed you
were also thinking the same thing  Glad to hear that progress has been made!
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| | | | | | | Author: | 1001bricks | | Posted: | Apr 26, 2023 20:17 | | Subject: | (Cancelled) | | Viewed: | 44 times | | Topic: | Administrative | |
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| | (Cancelled) |
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| | | | | | | Author: | 1001bricks | | Posted: | Apr 26, 2023 20:22 | | Subject: | Re: Some excellent news! | | Viewed: | 76 times | | Topic: | Administrative | |
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| In Administrative, Nubs_Select writes:
| | Amazing News!
| | Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
|
as I was reading the message I was thinking the same thing and then noticed you
were also thinking the same thing
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Sincerely? I'm sure in 2030 we'll have to write to jason@bricklink.com
for any problem!
Until then... you've got to improve some points, so go ahead! 
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Apr 26, 2023 20:25 | | Subject: | Re: Some excellent news! | | Viewed: | 49 times | | Topic: | Administrative | |
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| In Administrative, 1001bricks writes:
| | In Administrative, Nubs_Select writes:
| | Amazing News!
| | Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
|
as I was reading the message I was thinking the same thing and then noticed you
were also thinking the same thing
|
Sincerely? I'm sure in 2030 we'll have to write to jason@bricklink.com
for any problem!
Until then... you've got to improve some points, so go ahead!
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| | | | | Author: | BricksOfFaith | | Posted: | Apr 26, 2023 20:06 | | Subject: | Re: Some excellent news! | | Viewed: | 50 times | | Topic: | Administrative | |
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| | This is a reason to celebrate! Thank you so much Russel! |
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| | | | | Author: | 1001bricks | | Posted: | Apr 26, 2023 20:16 | | Subject: | Re: Some excellent news! | | Viewed: | 62 times | | Topic: | Administrative | |
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| That's for sure good news!
Fresh newbies or seasoned members at one moment need some help or someone to
be with them, it's the same for all of us.
Just a few minutes or even a canned reply (read the freaking terms!) is far better
than weeks of void.
Thank you the BrickLink for your efforts in this direction!
And thanks for your information, Russell.
May I suggest 2 points?
* If possible make that someone, anywhere, is always awake anytime - so you can
watch and reply to 'emergencies'. I mean - someone who's not you
Russell
* If possible please inform people what's the actual problem (like when closing
a shop) with enough details, and what are their (if any) solutions.
Thank you again. Very very much.
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| | | | | | | Author: | wildchicken13 | | Posted: | Apr 26, 2023 21:13 | | Subject: | Re: Some excellent news! | | Viewed: | 59 times | | Topic: | Administrative | |
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| In Administrative, 1001bricks writes:
| | * If possible make that someone, anywhere, is always awake anytime - so you can
watch and reply to 'emergencies'. I mean - someone who's not you
Russell
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Nubs_Select?
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Apr 26, 2023 21:20 | | Subject: | Re: Some excellent news! | | Viewed: | 53 times | | Topic: | Administrative | |
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| | | | | Author: | wildchicken13 | | Posted: | Apr 26, 2023 21:10 | | Subject: | Re: Some excellent news! | | Viewed: | 60 times | | Topic: | Administrative | |
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| In Administrative, Admin_Russell writes:
| | Furthermore, our great new customer service team that we hired in the fall has
stepped up to the plate and is handling the increased load of tickets beautifully.
Our overall average response time is now 27 hours, which means that for most
tickets submitted on a weekday, you will receive a personal response the same
day.
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Dat is goed nieuws!
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| | | | | | | Author: | maxx3001 | | Posted: | Apr 27, 2023 01:31 | | Subject: | Re: Some excellent news! | | Viewed: | 46 times | | Topic: | Administrative | |
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| In Administrative, wildchicken13 writes:
| | In Administrative, Admin_Russell writes:
| | Furthermore, our great new customer service team that we hired in the fall has
stepped up to the plate and is handling the increased load of tickets beautifully.
Our overall average response time is now 27 hours, which means that for most
tickets submitted on a weekday, you will receive a personal response the same
day.
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Dat is goed nieuws!
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Eindelijk kan ik iets lezen op dit forum
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Apr 27, 2023 01:33 | | Subject: | Re: Some excellent news! | | Viewed: | 40 times | | Topic: | Administrative | |
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| | | | | Author: | pcthurman | | Posted: | Apr 26, 2023 23:11 | | Subject: | Re: Some excellent news! | | Viewed: | 57 times | | Topic: | Administrative | |
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| | Thank is amazing news! Thank you, Russell. |
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| | | | | Author: | StarBrick | | Posted: | Apr 27, 2023 03:08 | | Subject: | Re: Some excellent news! | | Viewed: | 48 times | | Topic: | Administrative | |
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| Glad the process speed has increased and noticable.
Can't wait to try it out !
No seriously, stability is ok last months (don't jinx it!!!), and I trust
these improvements are helping all!
Still curious what the cause of the increase of tickets entered was. Were that
tickets spontaneously duplicating, or a serious increase of faults/errors/problems
that were turned into tickets due to unknowing (new) users asking for help?
If the latter, some education and help might be a better way to improve the process
speed (cause instead of symptoms handling).
A section for new users, tutorial video's, a forum area for new users etc?
Keep up the good work!!!
Starbrick
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| | | | | | | Author: | WoutR | | Posted: | Apr 27, 2023 03:38 | | Subject: | Re: Some excellent news! | | Viewed: | 58 times | | Topic: | Administrative | |
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| In Administrative, StarBrick writes:
| | Glad the process speed has increased and noticable.
Can't wait to try it out !
No seriously, stability is ok last months (don't jinx it!!!), and I trust
these improvements are helping all!
Still curious what the cause of the increase of tickets entered was. Were that
tickets spontaneously duplicating, or a serious increase of faults/errors/problems
that were turned into tickets due to unknowing (new) users asking for help?
If the latter, some education and help might be a better way to improve the process
speed (cause instead of symptoms handling).
A section for new users, tutorial video's, a forum area for new users etc?
Keep up the good work!!!
Starbrick
|
The way I read this, there was no actual increase. There just appeared to be
an increase because the tickets were not getting lost any more.
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Apr 27, 2023 11:57 | | Subject: | Re: Some excellent news! | | Viewed: | 49 times | | Topic: | Administrative | |
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| | | The way I read this, there was no actual increase. There just appeared to be
an increase because the tickets were not getting lost any more.
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+1
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| | | | | Author: | Ziegelmeister | | Posted: | Apr 27, 2023 03:16 | | Subject: | Re: Some excellent news! | | Viewed: | 42 times | | Topic: | Administrative | |
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| In Administrative, Admin_Russell writes:
| | We know the running narrative in the Forum is that it takes 3 weeks to hear back
from the Help Desk. I suppose this is an improvement over what people used
to say, that one would never hear back. But we'd like to inform everyone
of a NEW reality, where our folks are getting back to you in record time, and
also with exceptional levels of service.
|
This is great news. I personally/thankfully have not had to deal with problem
tickets but I've sure heard about it over the last two years.
Hopefully I'll never need to use it, but it's great to know things are
more efficient.
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| | | | | Author: | WoutR | | Posted: | Apr 27, 2023 03:39 | | Subject: | Re: Some excellent news! | | Viewed: | 53 times | | Topic: | Administrative | |
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| In Administrative, Admin_Russell writes:
Excellent news indeed! Very happy to read this!
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| | | | | Author: | Give.Me.A.Brick | | Posted: | Apr 27, 2023 06:04 | | Subject: | Re: Some excellent news! | | Viewed: | 58 times | | Topic: | Administrative | |
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| That's really excellent to read this, Russell!
And even more excellent, is that I witnessed/experienced it very recently
On Saturday 15th I submitted a ticket with hopes that I would get a reply in
a 3 week frame...
To my great surprise, next Monday morning I got a reply from Help Desk / BrickLink
Customer Support!
I would also like to point out that not only did the answer cover my questions,
but it was also very friendly and nice, which is always a plus
Great work, BrickLink!
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| | | | | | | Author: | 1001bricks | | Posted: | Apr 27, 2023 09:58 | | Subject: | Re: Some excellent news! | | Viewed: | 43 times | | Topic: | Administrative | |
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| In Administrative, Give.Me.A.Brick writes:
| | That's really excellent to read this, Russell!
And even more excellent, is that I witnessed/experienced it very recently
On Saturday 15th I submitted a ticket with hopes that I would get a reply in
a 3 week frame...
To my great surprise, next Monday morning I got a reply from Help Desk / BrickLink
Customer Support!
I would also like to point out that not only did the answer cover my questions,
but it was also very friendly and nice, which is always a plus
Great work, BrickLink!
|
Wow, that's very good!
Next time ask them how to decrease your minimum buy?
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| | | | | Author: | tons_of_bricks | | Posted: | Apr 27, 2023 06:14 | | Subject: | Re: Some excellent news! | | Viewed: | 61 times | | Topic: | Administrative | |
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| Awesome! I've rarely had to contact the help desk, but this is great new
for those that do. So, thank you!
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| | | | | Author: | Brickwilbo | | Posted: | Apr 27, 2023 07:12 | | Subject: | Re: Some excellent news! | | Viewed: | 69 times | | Topic: | Administrative | |
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| 👍🏻
In Administrative, Admin_Russell writes:
| | Hello everybody,
As many of you know, during the past couple years we have experienced problems
with lost Help Desk tickets. We did a lot of research into what may be causing
this issue, but the problem persisted. In fact, it actually got worse at the
beginning of this year.
As a result of the increased problem levels, a couple months ago we reconfigured
the connection between the Help Center and our SmarterTrack Help Desk system.
We noticed an immediate, sizeable increase in ticket volume, so much in fact,
that we were concerned about how to handle the extra tickets from a resource
management point of view.
So for 2 months we have been monitoring the levels closely, and we are confident
in saying that we have now found the problem and fixed it.
Furthermore, our great new customer service team that we hired in the fall has
stepped up to the plate and is handling the increased load of tickets beautifully.
Our overall average response time is now 27 hours, which means that for most
tickets submitted on a weekday, you will receive a personal response the same
day.
We know the running narrative in the Forum is that it takes 3 weeks to hear back
from the Help Desk. I suppose this is an improvement over what people used
to say, that one would never hear back. But we'd like to inform everyone
of a NEW reality, where our folks are getting back to you in record time, and
also with exceptional levels of service.
Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
|
|
|
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| | | | | Author: | legoman77 | | Posted: | Apr 27, 2023 10:01 | | Subject: | Re: Some excellent news! | | Viewed: | 56 times | | Topic: | Administrative | |
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| In Administrative, Admin_Russell writes:
| | Hello everybody,
As many of you know, during the past couple years we have experienced problems
with lost Help Desk tickets. We did a lot of research into what may be causing
this issue, but the problem persisted. In fact, it actually got worse at the
beginning of this year.
As a result of the increased problem levels, a couple months ago we reconfigured
the connection between the Help Center and our SmarterTrack Help Desk system.
We noticed an immediate, sizeable increase in ticket volume, so much in fact,
that we were concerned about how to handle the extra tickets from a resource
management point of view.
So for 2 months we have been monitoring the levels closely, and we are confident
in saying that we have now found the problem and fixed it.
Furthermore, our great new customer service team that we hired in the fall has
stepped up to the plate and is handling the increased load of tickets beautifully.
Our overall average response time is now 27 hours, which means that for most
tickets submitted on a weekday, you will receive a personal response the same
day.
We know the running narrative in the Forum is that it takes 3 weeks to hear back
from the Help Desk. I suppose this is an improvement over what people used
to say, that one would never hear back. But we'd like to inform everyone
of a NEW reality, where our folks are getting back to you in record time, and
also with exceptional levels of service.
Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
|
AI?
John P
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| | | | | | | Author: | 1001bricks | | Posted: | Apr 27, 2023 10:09 | | Subject: | Re: Some excellent news! | | Viewed: | 54 times | | Topic: | Administrative | |
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| | | | | Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
|
AI?
John P
|
Dear valued seller,
Thank you for reaching out to BrickLink customer service! We're here to help
you build your business brick by brick.
But before we dive into your question, we have to ask: are you a master builder,
or just a humble apprentice? Either way, we're happy to share our knowledge
with you!
Now, what's the issue you're facing? Is it as puzzling as trying to find
that one missing piece in your massive Lego collection? Don't worry, we're
up for the challenge!
Please let us know the details of your question, and we'll do our best to
provide you with an answer that's as sturdy as a Lego castle.
Brick on!
Best regards,
The BrickLink Customer Service Team
chatGPT
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| | | | | | | | | Author: | legoman77 | | Posted: | Apr 27, 2023 10:44 | | Subject: | Re: Some excellent news! | | Viewed: | 56 times | | Topic: | Administrative | |
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| In Administrative, 1001bricks writes:
| | | | | | Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.
|
AI?
John P
|
Dear valued seller,
Thank you for reaching out to BrickLink customer service! We're here to help
you build your business brick by brick.
But before we dive into your question, we have to ask: are you a master builder,
or just a humble apprentice? Either way, we're happy to share our knowledge
with you!
Now, what's the issue you're facing? Is it as puzzling as trying to find
that one missing piece in your massive Lego collection? Don't worry, we're
up for the challenge!
Please let us know the details of your question, and we'll do our best to
provide you with an answer that's as sturdy as a Lego castle.
Brick on!
Best regards,
The BrickLink Customer Service Team
chatGPT
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Will it be?:
"Best regards,
The BrickLink AI Customer Service Team"
John P
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| | | | | Author: | Reki_Lobsheek | | Posted: | Apr 28, 2023 09:21 | | Subject: | Re: Some excellent news! | | Viewed: | 100 times | | Topic: | Administrative | |
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| Thanks for sharing this most excellent news!
Erikk
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Canada, Ontario
France, Provence-Alpes-Côte d'Azur
Netherlands, Utrecht
Portugal
Belgium, Brussels