topic Re: ALERT: Adding information to your tickets will delay them in Plusnet Feedback

ALERT: Adding information to your tickets will delay them

jelv — Mon, 26 Jul 2010 09:21:52 GMT

It used to be that adding more information to your ticket would not affect how long it took for it to be looked at by Plusnet. Apparently this has now changed:

Quote from: Ben
Please hold off updating the ticket as this pushed it to the back of the queue. Someone from the Faults Team will be in touch in due course.

Quote from: pierre_pierre
is that statement about the queue correct as it has been denied in the past

Quote from: Ben
Yes it is. Some essential changes to our ticketing system now mean that customer updates are treated the same as a staff update and push it to the back of the queue. We are unable to provide a 'quick fix' and this will be addressed by a re-write of our ticketing system to come at some point in the future.
We appreciate that this is far from ideal and have put in measures on our side to catch any tickets constantly pushed to the back of the queue.

Edit: Corrected wrong quote copy/pasted

Re: ALERT: Adding information to your tickets will delay them

Lurker — Mon, 26 Jul 2010 09:25:50 GMT

Brilliant!

Re: ALERT: Adding information to your tickets will delay them

BenTrimble — Mon, 26 Jul 2010 09:35:02 GMT

I'm getting some clarification from our Development Team on a few issues surrounding this.

Re: ALERT: Adding information to your tickets will delay them

ITWorks — Mon, 26 Jul 2010 09:38:46 GMT

This is madness , so if a customer has a open fault ticket and the fault team ask you for additional information such as a bt speed test for example, then the fault time is going to be increased as the ticket get pushed back..
This kind of service will not win any ISPA awards.

Regards
Mike

Re: ALERT: Adding information to your tickets will delay them

nadger — Mon, 26 Jul 2010 09:56:21 GMT

Quote from: ITWorks
This is madness , so if a customer has a open fault ticket and the fault team ask you for additional information such as a bt speed test for example, then the fault time is going to be increased as the ticket get pushed back..

Don't think this would be the case if information request was by ticket.
Overall it's a situation that does need resolving.

Re: ALERT: Adding information to your tickets will delay them

BenTrimble — Mon, 26 Jul 2010 10:00:51 GMT

This is under investigation on problem 59200, I am still chasing for further information as to which tickets are affected by which updates.