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Forums : Help from the Community > Support Tickets Useless
Whodinni (New Admin) 11/6/2012 9:37 AM EST : Support Tickets Useless
Whodinni
Posts: 23
Becoming Adept!

OK - as a programmer, I am really confused. Why is there a support ticket system in place that is simply never answered?
Yes, when something happens it is usually fixed in a few days, but that's not the point.
I suspect the developer has no idea how frustrating, and even rude, it is to send support tickets that are never replied to. It's a serious flaw and one that needs to be corrected quickly.
If you aren't going to answer tickets, just be honest and tell us. Say, there is no real support in place. If I see something I will fix it, but spending time submitting tickets is simply done to stroke you and make you think someone cares.
We administer 29 sites, and if my support system was like this one, I would be out of business.
My suggestion is to get rid of your ticket system and either give members a way to email you directly or tell us support is not available.
You have a good service that has been diminished severely by this issue.
For example - I have an issue with the Needs List widget. If i submit a ticket, I will still have the issue five weeks from now. I could post it in this forum and probably get a reply from other users. However, seeing as I am paying for this site, it's not their job Arron - it's yours!
So, please take some positive action and stop relying on others to do your job.
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Mariposa (New Admin) 11/7/2012 9:58 AM EST : RE: Support Tickets Useless
Mariposa
Posts: 662
Zomgawsh Poster

lately i am having the same issue. in past when i have sent in a ticket there was some form of response, but this last month or so.. nothing.
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Sean Clarke (Guild Admin) 11/7/2012 5:29 PM EST : RE: Support Tickets Useless

Sean Clarke
Posts: 509
Zomgawsh Poster

Whodinni said:
OK - as a programmer, I am really confused. Why is there a support ticket system in place that is simply never answered?
Yes, when something happens it is usually fixed in a few days, but that's not the point.
I suspect the developer has no idea how frustrating, and even rude, it is to send support tickets that are never replied to. It's a serious flaw and one that needs to be corrected quickly.
If you aren't going to answer tickets, just be honest and tell us. Say, there is no real support in place. If I see something I will fix it, but spending time submitting tickets is simply done to stroke you and make you think someone cares.
We administer 29 sites, and if my support system was like this one, I would be out of business.
My suggestion is to get rid of your ticket system and either give members a way to email you directly or tell us support is not available.
You have a good service that has been diminished severely by this issue.
For example - I have an issue with the Needs List widget. If i submit a ticket, I will still have the issue five weeks from now. I could post it in this forum and probably get a reply from other users. However, seeing as I am paying for this site, it's not their job Arron - it's yours!
So, please take some positive action and stop relying on others to do your job.



Couldn't have said it better myself!

Unfortunately Guildportal is going down hill quickly and mainly due to a lot of these "pretty" changes and totally ignoring the people who use and pay for the site
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Sandy Lewis (Blue Collar) 11/8/2012 12:24 PM EST : RE: Support Tickets Useless
GuildPortal Support
Sandy Lewis
Posts: 1153
Zomgawsh Poster

Hi, we spent a few months look into a new ticket system and most did not fit.  They did not work well our current system.  Most  required a second log in, or the only way to get a response was to go the ticket system itself, most people just do not want to do either of those.  We did some things to our current system to help out, like if you are logged in send something to your webmail also.  Any thing we moved too would take a long time implement and it did not seem wise to spend so much time on a new ticket system when that time could be used for other things.

 As for the replies the last little bit, I was out of town so those got behind.   That when we hear the most complaints about the system (when we are behind or out of town).
Sandy Lewis, GuildPortal Support
Admin Community - FAQ - Videos - Support Tickets
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Valdaglerion (Guild Admin) 11/8/2012 6:25 PM EST : RE: Support Tickets Useless
Valdaglerion
Posts: 2473
Zomgawsh Poster

I hope you reconsider this, Sandy.  The current system doesn't function well and results in a lot of customer dissatisfaction.  Please consider my request for a robust ticket system.  We already come here looking for answers, so I certainly wouldn't mind going to an offsite page to get answers.

I assume that you are always doing work behind the scenes but the lack of communication leaves a lot of people feeling frustrated.  Maintaining a page with known issues, resolutions and ETA's would give us a place to check to see if you are already working on something and allow us to give additional input, screenshots, etc.  Right now, we don't know if anyone else has reported a problem or if it's being worked on.

I honestly believe a public ticket system would cut down on multiple posts of the same problem and improve customer satisfaction.
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casi' (New Admin) 11/8/2012 6:40 PM EST : RE: Support Tickets Useless
casi'
Posts: 291
Fingers of Fury!

I have to agree. I sent in a ticket regarding our problem with our new banner not showin up and have gotten no response whatsoever.  I know our guild leader is getting frustrated with the lack of response to the tickets.

Not being able to change our banner or upload stuff for our site is getting aggravated yet the excuse you use is oh we are out of town.  Do we get to use that when we have to pay for our account?  No. whether or not we are out of town it is still taken.  So using that as an excuse is not acceptable.
     
When a ticket is filled out a response should be done and not excuses why they aren't.
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Sean Clarke (Guild Admin) 11/8/2012 6:42 PM EST : RE: Support Tickets Useless

Sean Clarke
Posts: 509
Zomgawsh Poster

Sandy Lewis said:
Hi, we spent a few months look into a new ticket system and most did not fit.  They did not work well our current system.  Most  required a second log in, or the only way to get a response was to go the ticket system itself, most people just do not want to do either of those.  We did some things to our current system to help out, like if you are logged in send something to your webmail also.  Any thing we moved too would take a long time implement and it did not seem wise to spend so much time on a new ticket system when that time could be used for other things.

 As for the replies the last little bit, I was out of town so those got behind.   That when we hear the most complaints about the system (when we are behind or out of town).


So being out of town is always the reason for tickets never getting replies or for that matter issues not being fixed for weeks / months or not at all? Out of town or not I am still paying for the use of the service and well when most of my files go missing and I can no longer add all files types to the FILE MANAGER I certainly need to know ASAP what is going on.......
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Valdaglerion (Guild Admin) 11/9/2012 1:52 PM EST : RE: Support Tickets Useless
Valdaglerion
Posts: 2473
Zomgawsh Poster

Sandy and Aaron do have a life, so please let's not begrudge them some time off.  That being said, this does reinforce what I've said about the lack of communication causing real dissatisfaction.  Let me give two examples.

The way things work now:
  1. Members come to me with complaints about a problem with our website or a request.  In an effort to be professional, I immediately file a support ticket detailing the problem.
  2. I get an automated response with a ticket number.  All that tells me is that the automated submission form worked.
  3. Days or weeks pass with rising complaints from my members and no information to provide them.
  4. I go back through my email and find several of the automated response emails. I can't tell which one was in response to which problem, as all they show is a number.
  5. I submit another support ticket and receive another automated response.  I come here and post the problem, as well, subscribing to the thread to see if I get a response.  If it's a weekend, I know I'm out of luck.
  6. Other people respond here, saying they have the same issue.  Things get heated as more time passes with no response.
  7. At some point, Aaron or Sandy posts here, saying that it has been fixed.  If it is, yay!  If not, go back to #1 and start over.
The way they should work:
  1. Members come to me with complaints about a problem with our website or a request.  In an effort to be professional, I immediately go to the support ticket page and look to see if anyone has already submitted this bug report/request.
  2. If a report has already been filed, I click a comment link and add a couple of screenshots to help Aaron out.  I also check to see if there's an ETA on the fix so I can get back to my members with details.
  3. If no one has filed a report, I click the handy link and submit one myself.  It immediately appears on the list for all other admins to see and add information to.  I am subscribed to this submission, so as soon as Aaron posts an ETA or requests more info, I am immediately alerted.
The second system is infinitely better.  Everyone is kept in the loop, knows that something has been reported and acknowledged and when to expect a fix.  If you Aaron and Sandy are out of town or it will be several days with no support, you could even add a notice to the top of the page.  Something along the lines of "support will be unavailable for the next 4 days but will check the tickets as soon as we return" would let us all know to just coast for a few days till you get back and give us something to tell our members.

I take my job as guild leader/site admin very seriously and do my best to be professional.  To that end, I am a paying member of Guildportal and I pay for our TeamSpeak server.  I am in a much better position to do a good job for my members when I can say "it's been reported and Guildportal will get to it when Aaron and Sandy return on Tuesday" rather than "I've reported it twice and posted screenshots but haven't heard anything back for two weeks".

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CyberWolf (New Admin) 11/9/2012 2:55 PM EST : RE: Support Tickets Useless
CyberWolf
Posts: 568
Zomgawsh Poster

I have to agree support here leaves a lot to be desired.  Simple communications can fix the whole issue!
I have reported issues with us not get Join Applications in email...its really hurting it may not be important to Guild Portal but it should be! Each one of those new members could be a potential paying customer some time.
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Sandy Lewis (Blue Collar) 11/9/2012 5:25 PM EST : RE: Support Tickets
GuildPortal Support
Sandy Lewis
Posts: 1153
Zomgawsh Poster

CyberWolf said:

I have reported issues with us not get Join Applications in email...its really hurting it may not be important to Guild Portal but it should be! Each one of those new members could be a potential paying customer some time.


Hi, Can you give me a few more details,  Do you mean the people with member admin rights not getting e-mails when application are being submitted or is something else going on?  Is it all admins with this access not getting e-mails or just some them (if it is just some, what users are not getting the e-mails?)?   Also is anyone else having this issue? 

Sandy Lewis, GuildPortal Support
Admin Community - FAQ - Videos - Support Tickets
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