eSyndiCat Ticket System Closed

[Simon Gooffin]

Greetings,
We decided to close our helpdesk for a while as our technical team spends too much time answering same questions everyone has here in the forums. So now the only way to contact us is support forums. Please use search functionality and ask only if you have not found an answer to your question before.


DO NOT EMAIL US. ALL THE NEW EMAILS WILL BE IGNORED. NOW WE ARE WORKING WITH EXISTING TICKETS ONLY.

Thanks for understanding.

[sokrates4612]

Hello,
I think this is good decision - support could be more effective now. But it also depends on reply period. I hope that the forum support will be fast.
Gool luck!
:good:

[Simon Gooffin]

Thanks. We also think we can improve our support using forums only. Everyday we got about 30-40 requests from our customers so took all the time and we had no time for support forums. In many cases the issues were similar

[OWG]

Simon, can I suggest you consider having an area where only mods/admins can post that deals with the most common questions, kinda like a userguide sort of thing. Didn't we have a wiki a while back? what happened to that? is it still around?

I would say that if someone spent a few hours setting up a structured FAQ/userguide area that linked to the various questions, then, should a new question/fix come about, add it to the FAQ/userguide, there would be less frustration here. Most people are lazy, and they will start a ticket, or ask a question, rather than carry out a forum search. HOWEVER, if there was a structured FAQ/userguide then people can be directed to that by all of os that have been around a while.

I would be happy to help out with this, as I have often spent time looking for stuff rather than ask a question that has already been answered, and truly beleive a structured FAQ/UG would be the answer to most people prayers ;).

[Simon Gooffin]

Thanks for your idea, OWG. Please check this area:
http://www.esyndicat.com/support/desk/knowledgebase.html

If you have any ideas what to add here please contact me. Any contributions to this knowledgebase are greatly appreciated. Of course we would compensate your wasted time with some kind of help or customizations.

[sdedman1]

Emails were being "ignored" anyway from many of your customers perspectives. This just removes one reason for complaining. Can't see how you can track bugs in the software and fixes properly without using the support tickets. Searching the support forums is not always easy, bug fixes often change during the thread, other issues get brought into the thread, not always clear which version it applies to etc.

My view (for what is worth), better to spend your time on support tickets, rather than the forums. It's a much cleaner, organised and customer focused way of resolving issues.

Support ticket raised - issue identified & given priority/rejected and referred to forums if it is not a support issue - customer advised of receipt and lead time - issue investigated and replied to etc.

This tracks and prioritises everything for you, enables you to then post fixes in your knowledge base by version which is easier to search than the forums. This will save you time in the end because duplicate requests can be referred to the knowledge base(which currently has hardly anything useful in it). Also helps you to make sure patches contain all the bug fixes they need to.

Still, at least you are doing something to try and resolve the situation you have got yourselves into.

[Michele]

An interesting experiement this will be.

It will only work if the support staff maintain a visible presence in the forums and are more active than they have been.

But, I agree there needs to be some sort of resolved questions, issues, mods area that is free from what ifs, clearly identifies versions it applies to, and has been thoroughly tested.

[matrixxdg]

Bad move IMHO.

Your starting to move in the direction the other directories are going or have gone.

I bought your product for the excellent and quick support. That is the number 1 reason for my choice.

I guess we will wait and see.......

[Simon Gooffin]

Hi matrixxdg,
I think you got the idea incorrectly. We are moving to improve our support and make it much faster. Every day we solve similar problems for many customers. Now we will post solutions in the forums and others will fix their problem some faster as they will not have to wait until we fix issue for them personally.

Besides, I did not remove our ticket system :) It still works but we will serve tickets that have been requested by our team. Thanks for understanding

[OWG]

With a product, there tends to be the same questions asked and answered. It makes sense therefore to have the answers available to all rather than spend considerable time replying to duplicate questions.

[microlinx]

EVERY ticket I have ever submitted was ignored.

[Simon Gooffin]

I do not think so, microlinx. We really had problems with our ticket system and now it still works incorrectly. (thinking of writing our own helpdesk software). We tried to answer all the tickets we have

[deerfern]

I had replies to my tickets, but I must admit it was very slow. I am looking foward to the change.

Most forums (at least the ones I frequent) have "stickies", where users can click links to FAQ, etc. Perhaps that type of thing would work here. Don't know, just my little two cent suggestion.

Best Regards, Carol

[Simon Gooffin]

Thanks Carol for your note about this. Now our guys try to work via ticket system. It's quite convenient tool when you have quite many requests though not hundreds