Extending Help Desk Ticket Support to U.S. Time Zones

[disco4me]

Simon,

I, like I'm sure many others are located in the U.S. I was wondering if you would consider adding someone to answer submitted support tickets who could offer support during the work day for U.S. time zones? As you grow and your business expands, this would be very helpful to those of us in the U.S. You have good turnaround times on your tickets but this would make things even better for those of us in the U.S. Particularly in cases where there is correspondence back and forth on open tickets. If I reply to an existing ticket, it does not get seen again until my middle of the night... this can prolong resolutions when there is correspondence back and forth...with adding a day in between each response. This is only a suggestion to make your good support even better.

Thank you for your considerations.

[Simon Gooffin]

Hi,
We used to have this kind of support. Greg and others (the Old Navy) still remember (I suppose) Sergey Ten and Dave working at night time here. We still hope to have support 24/7 and we will do this once we have the chance. Now we hope to hire two more guys for support work and it's possible they will work nightly

[disco4me]

Simon.

Thanks for your considerations. It's hard staying up till 1:00 am or getting up at 5:00 am US time for fast correspondence on tickets.

[Simon Gooffin]

I do understand this :( Unfortunately, right now we can not afford anything else except current system

[disco4me]

That's OK. You have great support and a great product. Please keep the needs of those in the U.S. in mind as you expand your support team.

[Simon Gooffin]

Sure, we will :) Thanks