I think that the problem stems from the fact that in the way that Plus.net deals with tickets ^h^h^h^h^h^h^h *cough* questions is that no one "owns" the user's problem. This means that there isn't ayone there assigned who can take it to it's logical conclusion.

Where I work I get a polite email telling me how many tickets need updating and which ones are going to go over a week without any updates, this kind of reminds me to keep control of the situation with some of the tickets and even if no futher progress has been reached with a particular problem at least there is an update to say that this is the case.

Apparently it all comes down to the shift patterns that Plus.net use, I wonder how other companies that are in the customer services industry cope?

Edited by caesar_salad (Fri 25-Aug-06 13:57:08)

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.....tickets ^h^h^h^h^h^h^h *cough* questions........

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Shortly to be called "tickets" again, per PUG article:

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STOP PRESS: In a display of good common sense, we have just learnt that PlusNet are dropping the "Ask A Question" name and will be reverting back to the infinitely more logical "Raise A Ticket" as soon as possible!

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Shortly to be called "tickets" again,

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Oh well that should improve the customers experience

Thanks for the heads up! At least someone has seen sense because Raise a ticket personally sounds much better than Ask a question.

Taking this slightly OT, re: scripting errors, all I'd say is that the person in charge of implementing scripts at the time of the "scripting errors" should be carpeted for letting this happen at all. How can you have allowed a script which ends up deleting more than it should be passed through anything like change control?

I'm wondering what problems the next scripting error will produce next time? Deletion of users websites? Oops, that's already been done..

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I think that the problem stems from the fact that in the way that Plus.net deals with tickets ^h^h^h^h^h^h^h *cough* questions is that no one "owns" the user's problem. This means that there isn't ayone there assigned who can take it to it's logical conclusion.

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Sadenning thing about two (I think) of my tickets was that they had been "owned" (quite litterally now they've been deleted ) by members of PlusNet staff and my responses were going back to them rather than directly back to the ticket pools, so they were trying to reach a decent conclusion to the issues. And now all of that has been blown because the tickets were deleted ("closed", but it's the same thing really) and I've got to start from square 1 again.

Well just to update everyone. I got an apology saying that my Ticket should not have been closed. Initially they wanted me to re-raise the ticket, but instead went on to answer my question.

Keep it up Plusnet is what I say.