Prioritize Tickets?

[Jamer]

I have read a lot of threads with regard to response times in answering tickets for clients. Could IPS implement EMERGENCY - URGENT - NORMAL - LOW tags or a drop down box to help solve the more urgent cases or even RED - AMBER - GREEN and anyone who abuses the system is dropped down to the lowest level etc..

Just a thought...

[AndyF]

I do like the idea, but its all too easy for people to decide to mark just an enquiry or something as a Emergency or Urgent priority...

[Charles]

We have tried that before and, would you believe, everyone tagged their tickets as high priority? :)

Things are much faster now than they were even a week or two ago. We put in some internal changes that have streamlined tickets quite a bit.

[Jamer]

[quote name='Charles' date='04 August 2009 - 07:29 PM' timestamp='1249410565' post='1838136']
We have tried that before and, would you believe, everyone tagged their tickets as high priority? :)

Things are much faster now than they were even a week or two ago. We put in some internal changes that have streamlined tickets quite a bit.



As I have stated make it clear during submitting the tickets that if abused their ticket will be dropped to the bottom of the pile.

Emergency = Forum Offline for example and NOT small image issues... I just think it would help especially at the moment as there are many threads complaining about response times.

[bfarber]

But then we'd be spending time moderating ticket statuses. Seems like the overhead wouldn't be worth the benefit. Everyone considers their issue to be important, understandably, so how would a regular customer know what status they should use?

[Jamer]

[quote name='bfarber' date='04 August 2009 - 07:54 PM' timestamp='1249412081' post='1838154']
But then we'd be spending time moderating ticket statuses. Seems like the overhead wouldn't be worth the benefit. Everyone considers their issue to be important, understandably, so how would a regular customer know what status they should use?



Yes you could be right, however, you could have a pre - post disclaimer stating a brief explanation of what IPS consider which level to be deemed, this would be just plain common sense in most cases. I appreciate that you will have a few new clients who may get it wrong but on the whole, it could help you guy's in support get thru the tickets quicker and with far less complaints! as complaints could be seen as a negative in the forums in my opinion, which in turn is not good for future customers looking in...

[Jamer]

sorry double post

[lunchbox67]

This really is a non issue <_<

BUT, ... :D (LMAO) ... but I have an idea. :thumbsup:

A real suggestion for an option that I would consider if it was offered.

If someone really is concerned about their site having an issue and they want it fixed NOW!!!
Set up an option for Premier Support @ 4 times the cost of the Regular Support (current support) per year.
The people who paid for Premier Support would always have their tickets moved to the front of the line.

In addition to that offer regular Regular Support users a Rush Support Ticket option at $XX per ticket (make the cost about half of a full year of Regular Support). Rush Support Ticket would move their issue to the front of the line.

Regular Support would remain as it is now, 48 hour response.

This would be 100% fair to all involved.
You want a better forum (as I did) you pay for it
You want better service ... you pay for it.

[pollywogs]

You already can purchase "upgraded" support for an extra fee ;)

[Jamer]

[quote name='pollywogs' date='04 August 2009 - 09:25 PM' timestamp='1249417554' post='1838207']
You already can purchase "upgraded" support for an extra fee ;)

Can you?

I just thought that a system to prioritize tickets may help

[Fishfish0001]

That wouldn't really be fair to people if you add a system. People would be sitting for days waiting to get something fixed that they want help on while people with larger problems would always be getting support. The way its set-up is fair. They will get to you when they get a chance. Every customer deserves a fair serving of IPS help.

[Jamer]

[quote name='Fishfish0001' date='04 August 2009 - 09:38 PM' timestamp='1249418284' post='1838217']
That wouldn't really be fair to people if you add a system. People would be sitting for days waiting to get something fixed that they want help on while people with larger problems would always be getting support. The way its set-up is fair. They will get to you when they get a chance. Every customer deserves a fair serving of IPS help.

Fair on who? I mean if you have a major problem and it resorts in your forum being offline! surely if you had a much smaller issue that could wait a little longer would you complain if they dealt with the other person who's forum is totally offline first?

[lunchbox67]

[quote name='Fishfish0001' date='04 August 2009 - 01:38 PM' timestamp='1249418284' post='1838217']People would be sitting for days waiting to get something fixed that they want help on while people with larger problems would always be getting support.

Not sure where you get that
If you are referring to my post go back and read it again

[lunchbox67]

[quote name='pollywogs' date='04 August 2009 - 01:25 PM' timestamp='1249417554' post='1838207']
You already can purchase "upgraded" support for an extra fee ;)
Really?

Damn, I need to look around for that.

[Fishfish0001]

Sorry. I don't exactly know how to word what Im trying to say.

[wepfijweoifj]

How about like 1 emergency ticket (first priority) every 3 months or something? :)

[Jamer]

[quote name='aeharding' date='04 August 2009 - 11:00 PM' timestamp='1249423222' post='1838252']
How about like 1 emergency ticket (first priority) every 3 months or something? :)



Now that could work, and you could make them rollover if you don't use them, so after 6 months of non use you would have 2 tickets to use in an emergency, I like that, not sure about the length of time though, only IPS could determine that as they know how bust they are, maybe it could be set to monthly? but at least you would then have a priority, which is was suggesting

[Michael]

[quote name='lunchbox67' date='04 August 2009 - 05:09 PM' timestamp='1249420148' post='1838231']
Really?

Damn, I need to look around for that.

It's the Business License:

http://www.invisionpower.com/products/board/purchase.php

[wepfijweoifj]

[quote name='Jamer' date='04 August 2009 - 03:04 PM' timestamp='1249423469' post='1838255']
Now that could work, and you could make them rollover if you don't use them, so after 6 months of non use you would have 2 tickets to use in an emergency, I like that, not sure about the length of time though, only IPS could determine that as they know how bust they are, maybe it could be set to monthly? but at least you would then have a priority, which is was suggesting

Maybe rollover... But max at like 3 priority tickets so they don't just stack up and whenever they have a minor problem they use them. :P I dunno, though, rollover might not work...

[Lindy]

We're pretty pleased with the response times as of late. Not all critical issues are addressed within minutes (unless of course you have a business license) - but there's no solid way around that, unfortunately. We've tried the priority ticketing in the past - it was frankly, a disaster. Not abusing the system sounds nice in concept, but truth be told - if you have an issue you perceive as critical, nothing else will matter. :) We have an emergency system for our hosting department and although there's a large disclaimer at the top of the screen indicating a $25 fee may be imposed for abuse of the system (defined as an issue that isn't a result of a site being completely inaccessible)... it doesn't stop those who genuinely feel their issue is an emergency (and this ranges from "can't log in to my board" to "I can't get an e-mail.")

The only fair way to handle issues is on a first-come, first-serve basis. Fortunately, the wait times really aren't that long for "normal" issues. :)

[lunchbox67]

[quote name='Jamer' date='04 August 2009 - 03:04 PM' timestamp='1249423469' post='1838255']Now that could work, and you could make them rollover if you don't use them, so after 6 months of non use you would have 2 tickets to use in an emergency, I like that, not sure about the length of time though, only IPS could determine that as they know how bust they are, maybe it could be set to monthly? but at least you would then have a priority, which is was suggesting

Man, if someone has an emergancy every 3 months ... they need more help than IPB should be required to give.

Anyway, looks like they already offer the service.
Anyone who wants it just has to step up and pay for it

Case closed! :thumbsup:

[lunchbox67]

[quote name='Μichael' date='04 August 2009 - 03:08 PM' timestamp='1249423699' post='1838257']
It's the Business License:

http://www.invisionpower.com/products/board/purchase.php


Well worth it for someone who needs a response at the drop of a hat! :thumbsup:

IPB is crazy to only double the charge, should at least triple it ... but also guaranty the respose to be within 3 hours.

[Jamer]

[quote name='lunchbox67' date='04 August 2009 - 11:35 PM' timestamp='1249425304' post='1838271']
Well worth it for someone who needs a response at the drop of a hat! :thumbsup:

IPB is crazy to only double the charge, should at least triple it ... but also guaranty the respose to be within 3 hours.

Are you on commission or something lol :whistle:

[Mark]

[quote name='lunchbox67' date='04 August 2009 - 11:35 PM' timestamp='1249425304' post='1838271']
Well worth it for someone who needs a response at the drop of a hat! :thumbsup:

IPB is crazy to only double the charge, should at least triple it ... but also guaranty the respose to be within 3 hours.


The main point of the Business license is phone support. Almost every ticket is answered in under 24 business hours: Standard or Business license.

Anyone requiring faster response times than is offered by our Business license can always get a custom service.

[Collin1000]

After having opened 2 tickets today at around the same time, I had one of them fully resolved before the other even got a first reply.

However, one of them was a technical bug in the software that is being patched by IPS, the other was a general inquiry.
(For the record, both were answered in under an hour)

From watching the IP.Nexus demo's that were posted years ago, it leads me to believe that IPS must have "some sort" of severity system in place based on what is in Nexus.
You and I might normally set everything to "Low" priority, but from personal experience, most people think that everything is urgent. The current system is fair - everyone gets a turn in line.

And a 1 hour response time, regardless, is impressive.


From ticket numbers that got posted to the tracker today, it seems that IPS gets about 7 tickets every 10 minutes. I think they do a great job keeping up with things and helping their users. :thumbsup: