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Originally Posted by JPC-Masood Which support ticket was this? ... You said earlier it was over phone. Who did you talk to and on which ...
* Learn how to prioritize. A server that is down, unresponsive, dreadfully slow, etc absolutely must be a top priority - even above opening new accounts or setting up new clients. Just look through these forums for posters complaining that their server is down and that it has been hours and the ticket is still unassigned, their server is still down and they have no feedback. I understand that spending even a few minutes to update the ticket with some sort of progress takes away from the time a tech is doing other things, but leaving the client hanging, guessing, in the dark, etc absolutely conveys a lack of attention or concern about the client's problem. Ignoring the ticket translates into ignoring the client.
* As mentioned by someone else in these forums a few days ago, add a checkbox to the ticket system to indicate whether their server or website is down. Yes, this is ripe for abuse, but if you have a matching checkbox or 'level of responsiveness' indicator in your internal support/ticket information system that indicates that a JPC tech has checked the server and it is in fact down (or unresponsive, dreadfully slow, etc) it will confirm the situation and the ticket can be immediately escalated rather then letting it languish for hours (and hours and hours) until somebody actually looks at the situation. BTW, tickets marked by the client as "server or site down" need to checked immediately, and not when they finally reach the top of the queue.
* Add a field to your internal client information - that is included in your internal support/ticket system information - that indicates the client's level of experience, knowledge, etc. This information can be used by your techs to decide if they are actually going to give any weight to the actual comments and information provided by the ticket or the tech support phone call. Not that they should be ignoring, disregarding or discounting information provided and/or offered by the client or the ticket, but since it is a fact that they do perhaps this extra piece of information could persuade them to at least consider the client's input.
* Add some fields to your internal support/ticket system info that indicates the client's hosting/server information. If your tech's have to ask the client what control panel, server type, account type, etc you are wasting everybody's time. If the tech sees that the client is using something that they are not familiar with - such as your tech's comments that you don't know if you can support the InterWorx control panel software that JPC sells - they should immediately know they are in over their head and get someone else so that you don't waste the client's or the tech's time (because we know the client will have to end up calling back or explaining themselves again anyway). If, as stated by JPC tech support, that only Level 3 techs can support accounts with the InterWorx control panel then this account information should immediately escalate the ticket to someone who can work on it. I cannot tell you how many times I've received ticket updates with "I am unable to resolve it given my resources. I am escalating this issue to our more experienced support technicians so that they can provide better assistance." Since tickets languish in the queue in order received - and every ticket update puts them back at the end of the queue - this update only results in further delays.
* Stress reading the entire ticket history, or for that matter, reading comprehension. Reading the last tech's response of "everything looks OK now" is not sufficient to addressing a problem that clearly hasn't been resolved. Perhaps the techs only read the info that the previous tech enters into the notes that we don't see on our end of the ticket. If that's the case they should go back and read what the client has said, because if this ticket keeps coming back then obviously it is not resolved. BTW, without reading comprehension the level of experience rating suggested above is worthless.
* Add a checkbox to your internal support/ticket system that acknowledges that the tech has read the entire ticket. This will add some level of accountability for those who simply don't read the ticket. This happens much more often then you realize.
* Teach your techs how to pay attention and listen when taking a support phone call. Latching on to one thing the caller says rather than listening to everything they are saying immediately dooms this round of phone support to failure. We are not calling because we are lonely or have time to waste. We are not calling back for those reasons either.
* Figure out a way to assign a high level tech to a client, server and/or VPS. Even if this means creating an optional new class of client who pays a little extra for the service. Not for every ticket, but so many different hands touch a ticket - some very competent, some not - that there is no one who actually know what's going on with a particular client, VPS, server, etc. It is not practical for a high level tech to be involved in a ticket like "why is my overall bandwidth displayed in bits, but the bandwidth per domain is displayed in bytes?", but it is also not practical for a Level 1 tech to be dealing with a ticket about a server being down, especially when it is an on going situation.
* If you can't assign a high level tech to a client, server and/or VPS, at least find a way to make sure the same tech handles - or is at least consulted on - escalated tickets. If that tech is on the clock, or has flagged the ticket to call them with any questions (during reasonable hours), they will prevent the person who catches the ticket this time around from wasting time coming up to speed on the ticket. I'm sure you have plenty of notes, etc that the techs enter into the ticket system that we don't see, but if your techs don't read what the client enters into the ticket I have to question if they read everything that the previous tech(s) have entered.
* You have vendors or suppliers that you receive support from. Ask yourself "What is it that these vendors do right regarding client or technical support? Do we do those things right?" and "What is it that these vendors do wrong regarding client or technical support? Do we do those things wrong, too?"
It is extremely discouraging if some form of most of those suggestions are in fact already in place, and yet we still regularly and repeatedly encounter these types of problems.
JaguarPC does understand your frustration Main Street James. But, our technical support team is actively working with you to resolve your issues. We do realize that our current support system structure isn't what many customers would like to see. We are making every effort to provide clients with a system that will be more than adequate to handle technical support issues. While these changes are put into place and finalized it will be necessary to open a support ticket in order for the department to adequately resolve your issues. Your constructive criticism has been reviewed and all of these issues are being addressed. JaguarPC does extend its apologies for the difficulties which you have encountered. Thank you for your input and patience.
The fact that "Phone is available only for Level 1 support at this time" means that I cannot discuss our problems with someone at JPC besides a Level 1 tech (who, of course, cannot address the issues we had nor the lack of their timely resolution).
Reopening or reviewing our tickets without our direct input is meaningless to us. It's also fruitless for us since we cannot actually discuss the ongoing issues and erroneous assessments & diagnosis we had to deal with with anyone above a Level 1 tech.
The phone calls to Level 1 will have no affect if the support ticket is at Level 3. Level 1 cannot do anything except add your comments to the ticket which you can also add using ticket system. If you are looking for Level 3 phone support, sorry we do not provide it yet.
Also we have provided ticket escalation process within the ticket system and clients can ask the technicians working on a ticket to have the ticket reviewed if its not being handled properly and provide all the feedback there.
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