bpn Posted October 21, 2005 Posted October 21, 2005 As it works now a ticket can only be escalated when 48 hours has passed since last action. However, the time counter is also reset on customer replies! Which means that if you discover new information about a problem that is under investigation you cannot report it to IPB because that means that you would have to wait yet another 48 hours before the ticket can be escalated. I have verified with IPB that this is the way it's supposed to work. Strange if you ask me, the counter should only be reset when IPB replies...
Management Charles Posted October 22, 2005 Management Posted October 22, 2005 We do this because we literally have had people submit a ticket and 5 minutes later going nuts because it's not answered. At that point that staff has barely had a chance to read it. During business days, tickets in the General category are always less than one day old. It's our internal policy not to leave those tickets longer than 24 hours even though we publish 48 hour times. If a ticket goes to the Advanced areas it can of course take a lot longer to resolve as you are usually in the realm of bug fixes or really odd issues at that point :) If you have a general support ticket going beyond 48 hours (during business days of course) do let a member of management know.
bpn Posted October 22, 2005 Posted October 22, 2005 We do this because we literally have had people submit a ticket and 5 minutes later going nuts because it's not answered. At that point that staff has barely had a chance to read it.I don't understand what that has to do with the escalation procedure? Or it is a kind of punishment, that customers who keep sending followups are excluded from escalating their ticket?If you have a general support ticket going beyond 48 hours (during business days of course) do let a member of management know.Yes, please have a look at our ticket #223850, last IPB response was 4 days ago... (And up to now I havn't been able to escalate it since I sent new information 2 days ago.... :ermm: )
abobader Posted October 22, 2005 Posted October 22, 2005 If a ticket goes to the Advanced areas it can of course take a lot longer to resolve as you are usually in the realm of bug fixes or really odd issues at that point :) If you have a general support ticket going beyond 48 hours (during business days of course) do let a member of management know. Hi Charles, I called you about the ticket no.: 224648, and since I resolve some part of it (restore my forum back) but still the issue with the upgrade regarding skin problem and link name. I closr that ticket and reopen another one and regrnce that ticket with this Ticket: #226029. What really put me down, the reply to it asking for the forum/ftp info, when the refrence ticket no.: 224648 have all the info., so more wait will go on. My best.
Management Charles Posted October 22, 2005 Management Posted October 22, 2005 I don't understand what that has to do with the escalation procedure? Or it is a kind of punishment, that customers who keep sending followups are excluded from escalating their ticket? Yes, please have a look at our ticket #223850, last IPB response was 4 days ago... (And up to now I havn't been able to escalate it since I sent new information 2 days ago.... :ermm: ) It's not punishment more in the way the system works :) ... we don't make it a policy of pushing tickets that have been updated back but the last update time refreshes so it just ends up being that way.Hi Charles, I called you about the ticket no.: 224648, and since I resolve some part of it (restore my forum back) but still the issue with the upgrade regarding skin problem and link name. I closr that ticket and reopen another one and regrnce that ticket with this Ticket: #226029. What really put me down, the reply to it asking for the forum/ftp info, when the refrence ticket no.: 224648 have all the info., so more wait will go on. My best. You might not want to close an open ticket and reopen a new ticket on the same issue as you end up being put at the start of the queue.
Brandon C Posted October 22, 2005 Posted October 22, 2005 Hello, In regards to this topic and particular issue I am having, Ticket #222988 has not received a single response in 13 days from submission, and has been escalated accordingly. I realize that this has been submitted to the head developer, Josh, but I find it hard to believe that it takes 13+ days to reply to such a ticket and find the source of the problem. :blink: I would also like to have someone who understands my ticket, Ticket #223439, which has been escalated as well, to reply to it. Thank you, :) Brandon
abobader Posted October 22, 2005 Posted October 22, 2005 You might not want to close an open ticket and reopen a new ticket on the same issue as you end up being put at the start of the queue. I did that becouse it was very big ticket, and some issue in it was resolved (as I restore back the forum/database issue). But that not the issue, the issue, that whom reply to the ticket, have the info already as refrence one, same problem, same info. My best.
Alex Duggan Posted October 22, 2005 Posted October 22, 2005 Hello, In regards to this topic and particular issue I am having, Ticket #222988 has not received a single response in 13 days from submission, and has been escalated accordingly. I realize that this has been submitted to the head developer, Josh, but I find it hard to believe that it takes 13+ days to reply to such a ticket and find the source of the problem. blink.gif I would also like to have someone who understands my ticket, Ticket #223439, which has been escalated as well, to reply to it. Thank you, original.gif Brandon Your ticket is a report of a bug in our client area system - it's not a support request :) The bug has been noted and will be fixed in a future upgrade to the system.
Brandon C Posted October 22, 2005 Posted October 22, 2005 Your ticket is a report of a bug in our client area system - it's not a support request :) The bug has been noted and will be fixed in a future upgrade to the system. Yes, I realize that it is a report of a bug in your client system. :) Thank you for your reply, Alex. :) Edit: Thanks for your reply, Charles. :)
Management Charles Posted October 22, 2005 Management Posted October 22, 2005 Hello, In regards to this topic and particular issue I am having, Ticket #222988 has not received a single response in 13 days from submission, and has been escalated accordingly. I realize that this has been submitted to the head developer, Josh, but I find it hard to believe that it takes 13+ days to reply to such a ticket and find the source of the problem. :blink: I would also like to have someone who [b][i][u]understands[/u][/i][/b] my ticket, Ticket #223439, which has been escalated as well, to reply to it. Thank you, :) Brandon # 222988 is a bug as you stated in your ticket... I would assume Josh would not reply to that until it might be fixed # 223439 is a feature request for the client area ... again something that might be replied to by Josh for a future version of Nexus Neither of these tickets are really support questions and are an example of something that goes outside any support response timeframes :)
Brandon C Posted October 22, 2005 Posted October 22, 2005 # 222988 is a bug as you stated in your ticket... I would assume Josh would not reply to that until it might be fixed # 223439 is a feature request for the client area ... again something that might be replied to by Josh for a future version of Nexus Neither of these tickets are really support questions and are an example of something that goes outside any support response timeframes :) Thank you for your reply, Charles. :)
abobader Posted October 22, 2005 Posted October 22, 2005 I see Dan take care of my ticket, thanks Dan, my best.
bpn Posted October 22, 2005 Posted October 22, 2005 It's not punishment more in the way the system works :) ... we don't make it a policy of pushing tickets that have been updated back but the last update time refreshes so it just ends up being that way.So in other words, if the customer discovers new information that might be helpful to IPB to solve a ticket you rather prefer that he doesn't send it? :rolleyes:
Management Charles Posted October 22, 2005 Management Posted October 22, 2005 So in other words, if the customer discovers new information that might be helpful to IPB to solve a ticket you rather prefer that he doesn't send it? :rolleyes: I don't believe I ever said that :) Your question was about escalation procedures.
Grant Posted October 23, 2005 Posted October 23, 2005 I personally understand where Invision comes from from a business standpoint, however, I do not believe that you should have every single reply reset yourselfs from those of us who do go nuts after a ticket has not been responded to in 5 minutes, then I would set to where the system gives the customer a period that they cannot escalate the ticket. Then after that period has passed, then they may escalate it. Then, in the context of replies to tickets, the fact of adding new information would be irrelevent, and is still protecting the company from users who panic easily. Then everyone would be happy, users could add their info as they find it; and the company would be rid of those users who panic after 5 minutes.
current Posted October 23, 2005 Posted October 23, 2005 We do this because we literally have had people submit a ticket and 5 minutes later going nuts because it's not answered. At that point that staff has barely had a chance to read it. You could do it this way: not allow customers to add a reply to their own ticket whilst a member of staff hasn't replied yet, but allow them to edit their first ticket (or allow them to add info). :)
Rosebud519 Posted October 23, 2005 Posted October 23, 2005 I want to thank you Charles for all your help. You and your staff are always very courteous and extremely helpful to me in every way each and every tiime I have needed assistance. We love our board and the assistance we get from tech. If I ever sound exasperated it is never at technical support because of what you are doing, but because of the situation at hand and a board of members sending me irate emails. They don't understand how lucky we are to have Invision behind us. I had no idea when our board crashed twice yesterday and you were assisting with it, that you were the President of the company. Anyway, thanks for all your help.
New Display Name Posted October 24, 2005 Posted October 24, 2005 My grievance here is the way we're shoved to the back of the queue even though the problem hasn't been resolved. It takes at least 24 hours to get a reply in the middle of a ticket, they respond, you ask a question, then another minimum 24 hours. l have a ticket in now and Invision haven't replied since Friday, the ticket has been open since the 18th, my time, it's now the 25th here, l have had no forum now for eight days. :( PS: From the time l clicked on Add Reply, it took seven minutes to open the reply box.
curman Posted January 2, 2006 Posted January 2, 2006 I think my problem is on the list for over 3 months now. I seem to get a reply once in a while to check to see if my problem has been resolved but it has not yet. I'm still unable to download IPB 2.1.3 since it's release or do anything except for loging in complaints at the client area.
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