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How support average less then 4 hour response on tickets.

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How support average less then 4 hour response on tickets.

I have now had a job open for over a week with connectivity problems, and I have just noticed that each time I call up to chase for any update, they open and close a new ticket immediatley stating I called. But my original ticket is still open... They are directly distorting the figures by opening / closing a job immediatly that never existed in the first place....
2 REPLIES
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

How support average less then 4 hour response on tickets.

Hi

The tickets you see after a call are contacts, they are internal tickets which are submitted in a closed state. They do not count towards response statistics.
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How support average less then 4 hour response on tickets.

Interesting. I had also jumped to the same conclusion, that these incidents were distorting the statistics.

We're probably not alone. The addition of an explanation of the statics on the web page would be welcome.