panache

are there rules for using the support desk that we dont know about, when a ticket is too old or over a certain length of time old?

if there are rules for these type of things, please post this info for people.

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panache

so how is it from one ticket handled at level one support then goes and needs to be upped to level 3 in different ticket for the same issue??

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Brandonnn

I am sorry you have asked more than one question. Please insert 2 tokes. Tokens can be obtained at the Token machine.

I'm sure you could find out these answers on http://kayako.com/ ... the creator of the Support Ticket Management Software.

I bet they have plenty of configurations and even offer custom ones.

If I'm reading your question correctly, you are asking Surpass to release statistics about their support related issues, efficiencies, methodologies, etc.
I don't think Surpass is obligated to be transparent with these things.

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poof

Geoff

well, if youve submitted a second ticket on an issue thats been "handled" by level 1 previously, then it wasnt actually solved was it? logical that it would be sent to level 3 right? it might also be that the level 1 tech who dealt with an issue had slightly more knowledge on the issue than the level 1 tech who responded to your second ticket? Not everyone has identical experience or knowledge.

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Geoff Ellis - Surpass Dedicated Server Customer
www.adepttechs.net

panache

your a wise guy too Brandon....

ok in the past I have dug up old tickets that are related to the same issue, and it has been no problem. this time I dug up a ticket on the same issue and I was told that the ticket, was to old and not in the same scope of the issue, which it was exactly on the topic as before, and the old ticket was closed, when it was in scope and on topic.

and then I open up a new ticket on the same topic they told me after not knowing what is going on and not reading the old ticket that it had to be upped to level 3.

now today I have had two tickets that were upped to level 3 for NO real reason what-so-ever that could have been handled by level 1 support.

I am scratching my head at this...

all I am saying is that when it comes to simple issues and I know it was simple because a level 1 support person dealt with these topics already, that they get upgraded to level 3 and not answered in over 3 hours, neither have been solved closed or otherwise done anything with.

no response, no were looking into this, or anything.

MJ

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Brandonnn

This is just a recommendation... it might help you out in the future.

Spend more time carefully constructing your paragraphs. It's very difficult to understand what the real problem is when it take 5 minutes to guess what you're talking about.

If you take the time to structure your inquiry in support tickets you are doing a favor for the Support Staff on the other end, and yourself. Because more likely than not the Support Staff will actually be able to comprehend your ticket in one glance and make a decision more quickly.

However, if your support tickets read anything like what you have written I can understand why someone in Level I support might promote your ticket to Level III support... they are having a hard time understanding "what" the problem actually is.

Perhaps, someone in Level I support has no clue what you are talking about, and instead consults the help of someone from Level 3 who is familiar with solving problems when someone isn't clear about the source of the problem or is unfamiliar with what could have caused it.

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poof