Community Relations Archive
Thread: Customer Service Ticket System
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Yomigaere
Thu Oct 27, 2005 4:25 pm
#1
Is there any chance of getting CSR’s to not ‘Close’ our tickets? It seems about 75% of the time I have to create 2+ more tickets to get an issue resolved. All because a CSR closes my ticket without understanding my question, or telling me there is nothing he/she can do, when there really is.
An example, Free Bria Character Transfer, I send in a ticket with all appropriate information. A CSR responds promptly (Yay!), then tells me my character is FS or Jedi and cannot be moved –Closed- The problem with this response was…not only was my Bria character not FS or Jedi, but NOT ONE character on that account was FS or Jedi (or even close to becoming FS).
You have the ‘Add Comment’ feature, take advantage of it! Right now the feature is only being used at about half of its usefulness (adding something you forgot to mention BEFORE a CSR responds). In the past, talking about the time of Publish 5, CSRs did not ‘Close’ tickets, I did [the user], and I’m pretty sure they had a system that would auto ‘Close’ the thread if the CSR had responded and no comment was added (so the case was actually resolved and I just didn’t Close/Delete).
I see no reason why this system was changed to, CSR says “Sorry can’t help you” –Ticket Closed- Most of the tickets I had to recreate several times because of this problem was something a CSR could/should help me out with.
So, all in all, if a CSR responds to a ticket, don’t let them Close it, because it might not be resolved, take advantage of the ‘Add Comment’ feature. Once the CSR has responded, the ticket should stay Open, but dropped out of your queue, until the user either deletes the ticket, or adds a comment (which then adds it to the queue). If seven days go by, then close/delete ticket.
If this is impossible, then upgrade w/e software you have, I’m a member of a Help Desk for a Gov. Institution and we run our queue system exactly as stated just above, we have gone through about 3 different programs in the last 2 years, all of which had these features, so surely one of them can fit your [SOE] needs.
An example, Free Bria Character Transfer, I send in a ticket with all appropriate information. A CSR responds promptly (Yay!), then tells me my character is FS or Jedi and cannot be moved –Closed- The problem with this response was…not only was my Bria character not FS or Jedi, but NOT ONE character on that account was FS or Jedi (or even close to becoming FS).
You have the ‘Add Comment’ feature, take advantage of it! Right now the feature is only being used at about half of its usefulness (adding something you forgot to mention BEFORE a CSR responds). In the past, talking about the time of Publish 5, CSRs did not ‘Close’ tickets, I did [the user], and I’m pretty sure they had a system that would auto ‘Close’ the thread if the CSR had responded and no comment was added (so the case was actually resolved and I just didn’t Close/Delete).
I see no reason why this system was changed to, CSR says “Sorry can’t help you” –Ticket Closed- Most of the tickets I had to recreate several times because of this problem was something a CSR could/should help me out with.
So, all in all, if a CSR responds to a ticket, don’t let them Close it, because it might not be resolved, take advantage of the ‘Add Comment’ feature. Once the CSR has responded, the ticket should stay Open, but dropped out of your queue, until the user either deletes the ticket, or adds a comment (which then adds it to the queue). If seven days go by, then close/delete ticket.
If this is impossible, then upgrade w/e software you have, I’m a member of a Help Desk for a Gov. Institution and we run our queue system exactly as stated just above, we have gone through about 3 different programs in the last 2 years, all of which had these features, so surely one of them can fit your [SOE] needs.
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