Assigning support tickets to a *single* support rep.

Discussion in 'Suggestions and Feedback' started by antic, Oct 30, 2014.

  1. antic

    antic Perch

    A suggestion I'd like to make is that, when a support ticket is created, it is assigned to a *single* support technician - so that a conversation can be had with the same support person, who knows the issue and can go through a systematic problem-solving process, knowing what he has tried before if that did not fix the issue.

    I have come across times when the first attempt to resolve the issue fails, and a second attempt is made by a different support person, who has possibly not read the correspondence properly. The second attempt then fails because it was either a repeat of the first, or off on a tangent. This quickly becomes frustrating, as one shouldn't have to refer the person to the initial ticket and what has already been done by someone else.

    Example ticket: CEL-66820-657
    Note the change in support technician (6th message), where the problem-solving goes back to square one.

    So I think having the same person tied to the ticket all the way through would make more sense and probably save time for everyone. :)
  2. Stephen

    Stephen US Operations Staff Member

    the problem with that, is that if you reopen it and they are not in shift, it will not be answered at all making it locked in until that person is back in shift. We run on a 4 day work week, so that could be a non answer for 3+ days time depending on shift changes etc that can happen (especially on new month start). We don't want people to be locked in like that without answers at all.

    I'll see what we can do about asking them to reading up on longer tickets, but we won't be able to assign just to one due to the above issue.
  3. antic

    antic Perch

    Fair enough re the support shift.. this particular issue seems to be a tricky one, so speaking to the same person would have helped. But it's possibly beyond their level of support, as I'm just getting pretty standard, low-level responses. Apart from PM'ing you directly, how does one escalate to a higher support level? I asked them to do so, but to no avail in this case.
  4. Stephen

    Stephen US Operations Staff Member

    The same as any other escalation, emailing helpline AT jodohost.com with details of the ticket and any info you want to add.
  5. Stephen

    Stephen US Operations Staff Member

    wow...ummm the forum went crazy with posting replies!
  6. antic

    antic Perch

    How do you mean? Lots of emails to helpline suddenly? :) Thanks for pointing that out, I actually never knew about it... always just PM'd you if it was a weird one. :)
  7. antic

    antic Perch

    I emailed helpline AT jodohost.com a few hours ago but haven't received any acknowledgement. What gives there?
  8. Stephen

    Stephen US Operations Staff Member

    We got it, but its being researched, there is no auto response there. It is all manual to the managers emails. I do not see where the problem is coming at this point so do not have an answer, I can mail to acknowledge if you wish, but have been checking it in logs and trying to find the cause.
  9. Stephen

    Stephen US Operations Staff Member

    Actually it posted 5 times when I posted once, I deleted the excess replies :)

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