Staff Ticket Responses and Bad Customer Service
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I think I may be misunderstanding this, so please correct me if I'm wrong haha.
It sounds like what you're saying is that staff gets an event (like a ping to a thread) that there is a ticket / update for a ticket? And that they can accidentally delete it with out responding to it?
If that's right shouldn't there be a better method for this because... that actually kind of suggests that you can be forgotten if you're not constantly bumping? Should we be bumping tickets at least once every 24 hours...?
We do just get events for it, yes (though I also have a widget that shows me how many tickets there are/how many CWs there are [IT'S VERY HARD ON MY DAYS OFF, IT STRESSES ME OUT!]). I definitely think it's okay to bump them every few days but every 24 hours might be a bit excessive. Remember that we do have days off and the like -- some of us work the same schedules every week and some of us (like me!) work whatever days happen to fit in, so it can really depend on that.
Ok thank you, then I will once I'll feel better =)
Yeah, I agree on all counts. Overall I've had pretty positive experiences with customer service. Most of my issues before this last month or so were years ago when some folks were on staff who are no longer here. The customer service and staff interaction was a huge part of why I came here.
Oh yeah, I imagine it's a total pain, and it was absolutely my bad when submitting. I try to be very sure that I stick recolors in the right spots, but somehow that one got away from me.
Oh god I clicked to ping you and your post just disappeared for some reason and I thought I deleted and and phew I can breathe again.
Yeah, I've got a list going and just posted it to the programmers that will hopefully help that all! It is a bit of a fun system :P
What the heck! I refreshed and it was back. I didn't mean to, I'm sorry! Please repost and I'm going to go cry for an hour.
We do just get events for it, yes (though I also have a widget that shows me how many tickets there are/how many CWs there are [IT&;S VERY HARD ON MY DAYS OFF, IT STRESSES ME OUT!]). I definitely think it&;s okay to bump them every few days but every 24 hours might be a bit excessive. Remember that we do have days off and the like -- some of us work the same schedules every week and some of us (like me!) work whatever days happen to fit in, so it can really depend on that.
Sorry for the re-ping, my post was deleted and so I need to repost it. This isn't an exact copy/paste, but a general re-post of what I said prior. Knowing how many tickets you have doesn't mean you know when one was updated though as far as I'm aware from your post. So potentially, ticket holders could get accidentally ignored with your current system.
I think this is pretty stressful news to learn about tickets. I personally deal with anxiety (which I'm feeling right now :S) and so it's going to be difficult to find a balance between feeling like I'm not bothering the staff, but also trying not to get ignored. (I have also had a ticket recently that almost took 20 days to resolve and I constantly felt ignored, regardless of constantly bumping it.)
it's okay, she deleted one of mine the other day ;_;
you do raise a good point though, I accidentally delete pings all of the time, especially on days when I get a ton.
I delete a lot of pings when I'm not paying attention and regret it and then hope like crazy that the next page still has them cache'd. OTL
wishing for bugs to occur because you're an idiot # that's me
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I have... gotten a forum point for every single post I've made in this thread: You got a forum point while making a post! Check out the shop here! You got a forum point while making a post! Check out the shop here! You got a forum point while making a post! Check out the shop here! what the heck is happen.
I do that same thing, quickly load the next page in hopes it still shows up :P
thankfully I've never had a bad experience when making a ticket, so I don't think any of my events were accidentally deleted.
I do my very best not to delete ticket events -- but I DO try to answer my tickets as quickly as possible since I hate having them open. Stress!! (Except last weekend when one of my cats escaped. I'm sorry for anyone that had to wait through that mess, y'all are awesome)
That being said -- the layer thing has been resolved because I've been reprogrammed on how to do it :) I really do apologize for the long wait, - some tickets DO take longer than others but this really wasn't one of those tickets! I do mean it when I say I know was not purposely ignoring you, but hopefully this will go smoother in the future. Thanks for your understanding!
On the ticket system: We're working on it! We've actually made the choice to move away from our current self-coded system and move to a company that does support as it's feature. That will make our jobs easier, and support better for users. There are a lot of reasons for this, most of them come down to making the best use of everyone's time. Our ticket system was launched 7+ years ago (very modern when it was released!) and is one of those "back end" features that doesn't get a lot of resources, even though it's actually a few people's full time jobs to tend to.
There are a lot of features we're looking for, but a lot of them hinge on being more personal, responding faster, and having settings that enable tickets to be moved around if a staff member goes inactive for whatever reason (planned vacation, personal reasons, etc) and makes it easier for users to respond via support methods that make sense to them. Right now we have support over email, but only one person answers that instead of it being spread out, and those are stored in a separate system, etc etc.
On these two particular things: Custom wearables are stored in a separate table from regular items, and their information isn't updated when regular items are updated. I'm going to make a quick tool tonight that lets that happen more seamlessly. Your items should have the correct name, now, though and be sorting correctly. I'm really sorry that went unanswered for so long, and it was probably my fault :/ I know that you just wanted a "this is being looked into" but it just fell through the cracks, I imagine. The other one has been answered by .
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Yeah, I definitely didn't feel Darling was ignoring me on purpose at all. I had a feeling that she had been away because staff is usually pretty good at at least saying something in response to the ticket.
It's good to know you guys are working on the backend for making tickets easier to handle. Unfortunately that ticket now has 2 issues attached to it because the staff member in charge added another issue in, and that is the one I'm most concerned about, since it involves the current waste of very real money.
