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Kelly2
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« on: July 23, 2009, 09:51:38 PM » |
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When you submit a ticket you are asked for the priority of the ticket, by default (as it is the only option) it is on "HIGH". I say, we should restrict that setting to only paying users.
Paying users can choose from: LOW - NORMAL - HIGH
Non-Paying users can choose from: LOW - NORMAL
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animesearch
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« Reply #2 on: July 24, 2009, 03:57:54 AM » |
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So what you guys are saying is that the you have to pay to acctualy get your ticket noticed? i kind of agree with Kelly but not rv
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rvtraveller
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« Reply #3 on: July 24, 2009, 05:47:21 AM » |
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No, all tickets get read, but when support staff starts processing tickets, they begin with the "High" priority ones. Then to the "Medium", then to the "Low".
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EpicCyndaquil
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« Reply #4 on: July 24, 2009, 07:46:04 AM » |
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No, all tickets get read, but when support staff starts processing tickets, they begin with the "High" priority ones. Then to the "Medium", then to the "Low".
So let's say they get 20 tickets a day. If 10 of them are "high", and they process all the high first, will the others get noticed? BAD IDEA. |
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rvtraveller
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« Reply #5 on: July 24, 2009, 08:19:56 AM » |
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OK, then how about this. Let's say there are 6 support staff people who process the support tickets. Then 3 are assigned to "High" priority, 2 to "Medium", and 1 to "Low"
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Kelly2
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« Reply #6 on: July 24, 2009, 09:43:33 AM » |
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OK, then how about this. Let's say there are 6 support staff people who process the support tickets. Then 3 are assigned to "High" priority, 2 to "Medium", and 1 to "Low"
Upgraded Member Support Staff; - Handles "NORMAL" and "HIGH" Regular Member Support Staff; - Handles "LOW" |
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EpicCyndaquil
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« Reply #7 on: July 24, 2009, 09:44:37 AM » |
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OK, then how about this. Let's say there are 6 support staff people who process the support tickets. Then 3 are assigned to "High" priority, 2 to "Medium", and 1 to "Low"
Better. Much better. |
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animesearch
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« Reply #8 on: July 25, 2009, 02:20:52 AM » |
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Yeah now that seems fair, it would be good to implement it
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Hacker Fred
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« Reply #9 on: July 25, 2009, 05:07:32 AM » |
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I could see 75% of the posts on this forum being "  Help!!! I pay 4 Ticket Priority upgrade and my upgrade wasnt received and it's been 24 hours!!!! " |
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Kelly2
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« Reply #10 on: July 25, 2009, 09:06:51 AM » |
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I could see 75% of the posts on this forum being " Help!!! I pay 4 Ticket Priority upgrade and my upgrade wasnt received and it's been 24 hours!!!! " It is a lot better then the 95% of the posts on this forum being "IM A PAYING CUSTOMER!!, GIVE ME SPECIAL SERVICE." |
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Hacker Fred
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« Reply #11 on: July 25, 2009, 11:27:59 AM » |
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So how would this help? They would have two upgrades to complain about then.
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stereofreak69
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« Reply #12 on: August 23, 2009, 02:34:03 PM » |
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You are arguing about pointless stuff. All the "status" does is gives you peace of mind that they are aware it is urgent. The should, like most good companies, process support tickets in the order they came in. Regardless of payed or not, how much paid or what the status is.
Stereofreak69
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iNDECiSiVE
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« Reply #13 on: September 02, 2009, 08:11:34 PM » |
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but now think here, what if a non-paid customer notices something really bad, such as a hacked account and the server under control of somebody bad, they will never have sufficient rights with only their LOW priority.
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Kelly2
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« Reply #14 on: September 17, 2009, 03:01:15 AM » |
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but now think here, what if a non-paid customer notices something really bad, such as a hacked account and the server under control of somebody bad, they will never have sufficient rights with only their LOW priority.
LOW doesn't mean it's going to take weeks, it shouldn't take more then it does now (days?) --- User has $10.00 in free/paid upgrades, he is granted the ability to specify their ticket as HIGH PRIORITY. |
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