+- -TWC| Forum (https://board.twcclan.org)
+-- Forum: Public (https://board.twcclan.org/forum-13.html)
+--- Forum: Important news (https://board.twcclan.org/forum-47.html)
+---- Forum: Server/forum changes (https://board.twcclan.org/forum-109.html)
+---- Thread: Support Ticket reminder (/thread-6296.html)
Pages:
1
2
Support Ticket reminder - Mimus - 03-03-2016
Every day we recieve support tickets which are slightly incorrect and therefore not possible to be dealt with instantly.
We will now list a few of the main issues we have daily with support tickets and how to fix these.
We highly advise everyone who writes tickets to read this and remember it.
Namechange - if you want to have your name changed please provide us with a link to the namechange thread of your server, so we can see that you have already informed others about your namechange
Setting usergroups - if you want to have someones usergroup set or changed, please provide us with a link to said persons profile so we do not have to search through various application forums, memberlists and more
New members - if someone becomes a new member of a server, please tell us which server it is so we do not have to look up the server of the person writing the ticket
Supremes and HA - if there is an issue that requires writing a ticket, please try to make sure only one ticket is written by one person, and not the same ticket from a supreme and another HA (maybe give fields of tasks to each other in a server so e.g. the recruiters shall write new member tickets, the supremes usergroup changes etc.)
Only 1 issue in a ticket - if you have several things to write a ticket about, please make an individual ticket for each of them so we do not have to keep tickets open which are basically already halfway dealt with
---More to follow in case we encounter more problems---
RE: Support Ticket reminder - yourdog - 03-03-2016
Isn't it easier to give supremes access to user group change ?
Then we don't have to make tickets and u guys have less work with tickets.
Cause when we update the roster then we can change usergroup instant cause we are working on that member then so then we can inmidatly change the group of the user
RE: Support Ticket reminder - Tomahawk - 03-03-2016
will do mimus, however isnt yourdog right? i mean especially on nd where we got alot roster updates and stuff
RE: Support Ticket reminder - Sn4cky - 03-03-2016
yourdog made a point, i've never understood why don't supremes have access to at least the usergroup settings of their own servers. that would indeed be a nice addition
RE: Support Ticket reminder - The Master - 03-03-2016
ye that is actually a great idea and would for 99% solve the problems i think.
you never got double tickets anymore.
you dont have to look for someone,s profile.
and less work, only the name change tickets still exists
and ofc alot other tickets with problems and so but its less work for you guys i think
RE: Support Ticket reminder - Mimus - 04-03-2016
We appreciate your concerns about the amount of work we have with the support tickets, but it is actually a lot less than you seem to expect.
It is just that it is annoying at times having to look up certain things that the writer of the ticket could just include with a few words like e.g. Sky usually does.
Apart from that, the actual number of tickets dealing with things you could do with the ability to change usergroups is only a fraction of all the tickets (remember, even for a usergroup from member to HA or back, you will have to write a ticket to us for the mod rights).
RE: Support Ticket reminder - SpeeD - 04-03-2016
Well, im no Supreme or anything, but i wanna give my opinion too. If that turns out to be not allowed, feel free to delete my post. even tho it is just a fraction of the support tickets, you could still allow supremes to set their members usergroups, that would still save SOME work and make the whole process faster. Same goes for moderation rights at their server base.
And about the other things, i do think that your spent time and effort for those organization things are appreciated, but these guys just offer to take some of your work :P
And maybe there is a way to add some sort of a reminder that tells the ppl what necessary information has to be added to avoid those mistakes.
SpeeD
RE: Support Ticket reminder - Sky - 04-03-2016
(04-03-2016, 12:02 AM)Mimus Wrote: We appreciate your concerns about the amount of work we have with the support tickets, but it is actually a lot less than you seem to expect.
It is just that it is annoying at times having to look up certain things that the writer of the ticket could just include with a few words like e.g. Sky usually does.
Apart from that, the actual number of tickets dealing with things you could do with the ability to change usergroups is only a fraction of all the tickets (remember, even for a usergroup from member to HA or back, you will have to write a ticket to us for the mod rights).
ehhhh i hope i get it right that i'm doing it right
your sentence kinda confused me haha
RE: Support Ticket reminder - The Master - 04-03-2016
i can understand you wanne keep that power in your own hands,
but i have one question.
if you got a double ticket, isnt it just 1 click with your mouse to delete 1?
or am i thinking to easy on this?
RE: Support Ticket reminder - Mimus - 04-03-2016
It is not about power at all. What do you think a supporter does? Definitely not having some sort of power about that whole thing. A supporter only executes orders given to him, not deciding anything. He is like a servant for the forum.
As i said before, the only actual work that can be taken off of us is setting new members, not more (mod rights et cetera).
But the number of tickets that we get rid off saves us almost no work at all, instead it gives you supremes, and we atm have 9 of you, more work.
It would be useless to outsource work that does not need to be outsourced. It is basically giving one little job to a crowd of people, a job that can easily done by just one person.
Mimus
PS. Yes ofc we can delete one ticket, but usually the whole order isnt in the title so we would still need to read the double tickets and then delete one. It would save us time not having to do that.
And yes Sky, you were a positive example :P