topic Re: Changes to Tickets in Community Announcements

Changes to Tickets

Pettitto — Thu, 05 Feb 2015 10:42:38 GMT

Hello Community!
I come bearing good news. We've made some changes to the way that our ticket system works which we believe will help improve your experience when contacting us.
It's clear from your feedback that one of the biggest bugbears has been commenting on your ticket which pushed the ticket to the back of the queue - this isn't ideal and causes delays to the answering of your ticket.
So, after many, many hours of work, we've changed this. If you comment or attach a file to your ticket, it will keep it's place in the queue. The same goes for our agents, who may need to add additional information to your ticket, if they add a comment to your ticket, it will still hold it's place in the queue.
I'm hoping that this improves the overall experience you have if you do ever need to contact us via our ticket system. I appreciate it's been a long time coming, but your feedback has been listened to and we'll continue to listen, it's really, really valuable.
If you have any issues with the functionality of the ticket system, let me know and I'll do my best to help!
Enjoy!

Re: Changes to Tickets

Anonymous — Thu, 05 Feb 2015 10:45:48 GMT

Great job Chris !

Re: Changes to Tickets

rongtw — Thu, 05 Feb 2015 10:52:12 GMT

A step in the right direction , well done Chris

Re: Changes to Tickets

dvorak — Thu, 05 Feb 2015 10:52:46 GMT

good news

Re: Changes to Tickets

jelv — Thu, 05 Feb 2015 11:58:34 GMT

Great news (only about 5 years overdue!)

Re: Changes to Tickets

MisterW — Thu, 05 Feb 2015 12:42:22 GMT

Excellent news!

Re: Changes to Tickets

AndyH — Thu, 05 Feb 2015 12:58:02 GMT

Quote from: jelv
Great news (only about 5 years overdue!)

Better late than never though!
Positive news for all.

Re: Changes to Tickets

NedLudd — Thu, 05 Feb 2015 12:58:49 GMT

A good move!

Re: Changes to Tickets

MauriceC — Thu, 05 Feb 2015 18:05:39 GMT

Great news, but should it take 5+ years to make such an obvious change?
Perhaps the freed up resource could tackle the Billing Platform next

Maurice

Re: Changes to Tickets

Anotherone — Thu, 05 Feb 2015 19:45:42 GMT

Your many weeks/months of hard work will be appreciated Chris, well done

Re: Changes to Tickets

ScottStorey — Thu, 05 Feb 2015 20:06:57 GMT

Just to reiterate what Anotherone has said it really is a great bit of work that you and other former digicare (sorry you aren't taking all the glory) have done.
Maurice, I don't think you will find any disagreement from anybody that it was an obvious change that needed to be done, the problem with this (as well as billing) is that we are talking about code that is embedded deeply into many systems and if anything went wrong the impact would be huge so we have to be very careful.

Re: Changes to Tickets

Anotherone — Thu, 05 Feb 2015 20:32:06 GMT

Must have done him some good though, I've just spotted the "junior" has gone And well done to the rest of the team.

Re: Changes to Tickets

spraxyt — Thu, 05 Feb 2015 20:34:35 GMT

This is really good news. Well done chaps.
David

Re: Changes to Tickets

Townman — Thu, 05 Feb 2015 22:56:55 GMT

Quote from: Chris
I'm hoping that this improves the overall experience you have if you do ever need to contact us via our ticket system. I appreciate it's been a long time coming, but your feedback has been listened to and we'll continue to listen, it's really, really valuable.

Hi Chris,
Congratulations on getting this delivered; I know it has taken a while to sort out some of the system complexities and business rules. Clearly as Scott implies, this has been a team effort to deliver, but knowing what I know, this would not have come to fruition without your personal initiative and drive in championing the principle of fixing it rather than ignoring it.
I am sure that this change will deliver a marked reduction in call volumes.
In the meantime I hear that there is a vacancy in the listening team - given your ability to listen, act and deliver, have you considered applying for it, as I'm sure you'd be a good fit!
Listening is important, but only actions count - you have repeatedly shown this community that you can be counted upon!
All the best from Lanzarote,
Kevin

Re: Changes to Tickets

chrcoluk — Fri, 06 Feb 2015 00:14:38 GMT

its a step but been honest, I am dissapointed I was expecting an announcement that tickets will be answered in hours instead of a week+.

Re: Changes to Tickets

Pettitto — Fri, 06 Feb 2015 03:28:01 GMT

This change, I hope, will see response times improve.

Re: Changes to Tickets

oliverb — Sun, 10 May 2015 11:16:31 GMT

FWIW where are they? I think I've had a fairly good look at "Help and Support" but there's no link to view old tickets that I can find

Re: Changes to Tickets

rongtw — Sun, 10 May 2015 12:48:54 GMT

PN have hidden it

Re: Changes to Tickets

Anotherone — Sun, 10 May 2015 13:05:38 GMT

There are threads on the Feedback board about this, but see the links in my sig (the red bits).

Re: Changes to Tickets

Townman — Tue, 12 May 2015 15:17:49 GMT

Quote from: Chris
If you have any issues with the functionality of the ticket system, let me know and I'll do my best to help!
Enjoy!

Hi Chris,
It is very difficult to enjoy the fruit of your labours when access to and use of the ticketing system has been so roundly discouraged / made difficult by the powers that be.
I guess that functionality is not quite the same as accessibility, but if something is not accessible, then it's not capable of being functional. You offered to help... can you therefore please seek to restore full accessibility to the whole of the previous functionality for residential customers.
If that is not possible, then can you please have management state why not... one of the following might fit the bill!
Contrary to historical reasons for defending the unsuitability of email for the communication of support issues (no audit trails) we no longer consider clear problem history / CRM records to be essential to the business.
As a provider, we no longer see reoccurring types / classes of issues, therefore the systematic recording of fault characteristics afforded by the ticket system for review by management and informing priorities is not now so essential to driving improvements.
We now expect each and every chat contact session to fully resolve all problems so there is no longer a need for contact event to contact event tracking as facilitated by the ticket system.
Customers generally don't get problems after 20:00 or on Sunday's during which time there is more than adequate phone support so that all calls can be answered in under 3 minutes.
Only the determined raising tickets will markedly reduce demand, there by allowing us to dramatically improve closure times and ultimately justify complete inhibition of use due to no apparent demand / use of the facility.

Sorry to be appearing cynical, but having spent a working life in IT customer support roles, I cannot find a single positive engineering benefit in stearing people away from a formal incident / issue / CRM tracking system. EVERY client contact ought to generate a CRM event, so that if for no other reason than in the event of a dispute there is a clear evidence trail of what has happened.
Cheers,
Kevin