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Long ticket handling times

Steevo
Grafter
Posts: 418
Registered: ‎17-01-2013

Long ticket handling times

Is there a reason behind the high ticket reply times experienced over the past few weeks. I've just looked on the support stats part of the member centre and found that the target is 24hours, yet the average ticket closure time is 1 day, 15 hours and 48 minutes. That's over half as much again as the original target.
11 REPLIES 11
ITWorks
Superuser
Superuser
Posts: 2,052
Thanks: 723
Fixes: 8
Registered: ‎05-11-2008

Re: Long ticket handling times

Yes, too many customers , not enough staff to keep tickets and phone response times  down to an acceptable level.
Should improve soon tho, (so we are told).
You may find this thread of interest
http://community.plus.net/forum/index.php/topic,122115.0.html
Regards
Mike

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Steevo
Grafter
Posts: 418
Registered: ‎17-01-2013

Re: Long ticket handling times

Thanks! Seems I'm not alone in my thoughts then.
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Long ticket handling times

I raised a ticket over 48 hours ago and still waiting for a response  Sad
Steevo
Grafter
Posts: 418
Registered: ‎17-01-2013

Re: Long ticket handling times

That's weekends I'm afraid - the support guys only work Mon-Fri so if you raise a ticket on Fri, you'll be lucky to get a reply before Tuesday.
MisterW
Superuser
Superuser
Posts: 11,422
Thanks: 3,576
Fixes: 275
Registered: ‎30-07-2007

Re: Long ticket handling times

Quote
the support guys only work Mon-Fri
The main CSC who handle calls and tickets work 24/7, there are some departments who handle specific tickets who don't work 24/7. You're confusing it with the DC team who monitor these forums ( which are not an official support channel ) who only work Mon-Fri 9-5.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Steevo
Grafter
Posts: 418
Registered: ‎17-01-2013

Re: Long ticket handling times

Quote from: MisterW
Quote
the support guys only work Mon-Fri
The main CSC who handle calls and tickets work 24/7, there are some departments who handle specific tickets who don't work 24/7. You're confusing it with the DC team who monitor these forums ( which are not an official support channel ) who only work Mon-Fri 9-5.

Apologies, I stand corrected. I've never had a reply to a ticket on a weekend, and if I place it on a Thurs/Fri the reply normally takes until the beginning of the next week at the earliest.
MisterW
Superuser
Superuser
Posts: 11,422
Thanks: 3,576
Fixes: 275
Registered: ‎30-07-2007

Re: Long ticket handling times

Tickets are taking a VERY long time for a response these days!
I can remember the good old days when a 4 he response was typical.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Long ticket handling times

Quote from: reserved
I raised a ticket over 48 hours ago and still waiting for a response   Sad

I'm guessing this isn't on your normal account as there are no tickets on there from that date.
Ah found it on your old account Cheesy
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Long ticket handling times

Thanks Chris, perhaps I should have mentioned it was on my Waitrose email account!  Embarrassed
CZEMacLeod
Not applicable
Posts: 1
Registered: ‎20-01-2014

Re: Long ticket handling times

I'm finding serious delays in getting any reply or resolution to tickets...
Original ticked raised 11th December, then conveniently lost over Christmas (not sorted by that point).
Raised new ticked 10th January, still not actioned as requested despite my comments on the 13th, 15th and again today.
I have been a long time customer of Plus.Net but the response times and general service seems to have taken a serious turn for the worse...
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Long ticket handling times

Have you read the topic linked in the first reply?
jelv (a.k.a Spoon Whittler)
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