chrism827 Posted February 11, 2013 Share Posted February 11, 2013 I've been dealing with an issue preventing me from accessing my control panel. Everything is worked out on my end, but no responses from WHMCS today. Ticket #167342. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted February 11, 2013 Share Posted February 11, 2013 Hello, I've responded to your ticket. Regards, 0 Quote Link to comment Share on other sites More sharing options...
chrism827 Posted February 11, 2013 Author Share Posted February 11, 2013 Thank You Chris 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted February 11, 2013 Share Posted February 11, 2013 No problem, Chris. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted February 12, 2013 WHMCS Support Manager Share Posted February 12, 2013 Hi, I see you waited a mere hour and a half before posting here, at 9PM UK time. I can assure you that your ticket would have been answered in due course regardless. 0 Quote Link to comment Share on other sites More sharing options...
brianr Posted February 13, 2013 Share Posted February 13, 2013 Chris / John, As I'm sure you can agree, everyone has their own expectation of service levels for a given ticket priority. (One can extend this to include what constitutes a valid priority for a given ticket as well.) Last I checked (and I'll freely admit, it's been awhile) there was no guidance from WHMCS as to what our expectation should be at a given priority, nor what priority we should ideally use for a given situation. Perhaps some of these issues would be mitigated WHMCS expounding on the above during ticket creation. Something like "WHMCS values our customers and responds to each ticket in the priority order received. It is our goal to answer high priority tickets, for example securtiy issues, outages, within 4 hours...." etc etc etc... When a ticket gets answered after the "goal" time, simply include an apology in the ticket response, eg. "My apologies <John/Jane/whatever>, we weren't able to respond as soon as we would like to this ticket, however with the recent release of WHMCS 6.0 all hell has broken loose." Well, you get the idea... You set a goal, try to achieve it, set a reasonable expectation (and can /bonk people when they don't read what the expectations are) and when you fail to achieve it, you apologize and provide good customer service. Sounds like a win/win all around. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted February 13, 2013 WHMCS Support Manager Share Posted February 13, 2013 Hi, Thanks for taking the time to provide your thoughtful feedback. I am absolutely on the same page as you, this is something I'd very much like to have implemented. Personally I'd like to display the average response time on the ticket submission page, perhaps over the past week or 24 hours. I'll certianly add your comments to my case, and who knows maybe it will happen 0 Quote Link to comment Share on other sites More sharing options...
malfunction Posted February 13, 2013 Share Posted February 13, 2013 Cool, so pretty soon I can expect an answer to my ticket that's been open since July then... 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted February 13, 2013 Share Posted February 13, 2013 Malfunction, What ticket # is that? 0 Quote Link to comment Share on other sites More sharing options...
malfunction Posted February 15, 2013 Share Posted February 15, 2013 Ticket #271987 0 Quote Link to comment Share on other sites More sharing options...
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