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Tickets Stuck?

MrToast
Grafter
Posts: 550
Registered: 31-07-2007

Tickets Stuck?

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.
8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Tickets Stuck?

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.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 1,136
Thanks: 2
Registered: 30-07-2007

Re: Tickets Stuck?

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.
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Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Tickets Stuck?

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.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Tickets Stuck?

I can't see that happening - it would be too embarrassing!
jelv (a.k.a Spoon Whittler)
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MrToast
Grafter
Posts: 550
Registered: 31-07-2007

Re: Tickets Stuck?

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.
Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Tickets Stuck?

Nice easy one, done...
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
MrToast
Grafter
Posts: 550
Registered: 31-07-2007

Re: Tickets Stuck?

Excellent, thanks  Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Tickets Stuck?

No problem MrToast!
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team