There are lots of comments on the tickets not being answered within the estimated turn around time. Would I be right in thinking that as some teams only work 9-5 that a 24 hour ticket turn around time is in reality 72 hours as the teams aren't working all of those 24 hours? If this is the case maybe this could be reflected on the page? A.
F9 member since 4 Sep 1999 F9 ADSL customer since 27 Aug 2004 DLM manages your line the same way DRM manages your rights. Look at all the pretty graphs! (now with uptime logging!)
We don'[t really have ticket answering teams between 9-5 office hours specifically but shifts are staggered across the CSC teams throughout the day. Understandably staffing levels are reduced on night shifts so I think it may help if we mention that but there's quite an even spread of agents working through the day and the evening.
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