topic Re: Tickets Stuck? in Plusnet Feedback

Tickets Stuck?

MrToast — Sun, 06 Feb 2011 23:22:24 GMT

The target response for tickets is advertised at 4 hours.
I submitted one over 72 hours ago without it being touched during which time the average response has risen from ~23 hours to ~27 hours.
Are tickets not addressed in order? Even if not I think close to 3 times the current average is not a weighting thats acceptable when its so many times more than the target to start with.

Re: Tickets Stuck?

adamwalker — Mon, 07 Feb 2011 09:42:08 GMT

MrToast,
I'm sorry about the apparent inaccuracy of the average response times at the moment, this issue has been spotted by others and we have raised this with the people responsible for its up-keep here.
Tickets are answered in chronological order however I don't mind giving yours some priority now, sorry to keep you waiting.
Adam.

Re: Tickets Stuck?

avatastic — Mon, 07 Feb 2011 10:53:30 GMT

If a ticket is answered in 4 hours its usually nothing more than someone moving it to the correct pool (which is hardly a response).
Maybe if the stats showed how long it was taking for tickets to be closed that would give people a fairer and more accurate representation of how long they should expect to wait.

Re: Tickets Stuck?

adamwalker — Mon, 07 Feb 2011 13:02:28 GMT

Quote
Maybe if the stats showed how long it was taking for tickets to be closed that would give people a fairer and more accurate representation of how long they should expect to wait.

I agree, I'll get that raised.

Re: Tickets Stuck?

jelv — Mon, 07 Feb 2011 14:08:48 GMT

I can't see that happening - it would be too embarrassing!

Re: Tickets Stuck?

MrToast — Mon, 07 Feb 2011 21:31:14 GMT

Quote from: _Adam_Walker_
... I don't mind giving yours some priority now

Thanks.
Ticket 39534992 is now at 4 days and counting.
Though, I'd prefer an all round fix to the scheduling.

Re: Tickets Stuck?

adamwalker — Tue, 08 Feb 2011 10:07:09 GMT

Nice easy one, done...

Re: Tickets Stuck?

MrToast — Tue, 08 Feb 2011 22:18:02 GMT

Excellent, thanks

Re: Tickets Stuck?

adamwalker — Wed, 09 Feb 2011 10:20:20 GMT

No problem MrToast!