Prioritize Tickets?

[bfarber]

[quote name='Collin1000' date='06 August 2009 - 04:17 PM' timestamp='1249589821' post='1839457']
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:


I was specifically watching for your ticket, and looking through the listing for a ticket related to the bug report. ;) You happened to "get lucky" on that one so to speak.

[riven3d]

lucky for you, have a sales tickets sitting for over an hour now without a response. no biggie really, was just a simple question.

[Collin1000]

[quote name='bfarber' date='06 August 2009 - 01:30 PM' timestamp='1249590600' post='1839471']
I was specifically watching for your ticket, and looking through the listing for a ticket related to the bug report. ;) You happened to "get lucky" on that one so to speak.


I mentioned that when I said one was technical and one was general - The general one was still resolved in an hour.
(I just checked, actually it was 64 minutes. Same difference.)

Webhosts tend to have 1-2 hour reply times as well, so I consider that IPS has a very good reply time. I dont think there is a need to have "priority" tickets more than what IPS already has internally, based on things I have seen here.

[quote name='riven3d' date='06 August 2009 - 01:37 PM' timestamp='1249591054' post='1839474']
luckyfor you, have a sales tickets sitting for over an hour now without aresponse. no biggie really, was just a simple question.


My general questions still get answered in an hour.