Support tickets rolling over.

beezer123 · 01-12-10, 08:32 PM

I was just wondering if there was a fault with the support system.

I sent in a ticket a few days ago and yet every night at the same time that I lodged the initial ticket the time appears to reset back to 0h.

Not sure if this will cause my ticket to keep going to the bottom of the pile or not?

iPhone4Matt · 01-12-10, 09:47 PM

don't know whats happening, I normally get a reply within a few hours and have heard nothing from a ticket sent this morning, and if yours is a few days old, something must be going wrong.

DieselDragn · 01-12-10, 11:36 PM

Quote:

Originally Posted by beezer123

I was just wondering if there was a fault with the support system.
I sent in a ticket a few days ago and yet every night at the same time that I lodged the initial ticket the time appears to reset back to 0h.

I've got an open ticket that doesn't seem to have been touched since my last response to it, which was posted just gone 19:00 on Monday. That said the ticket's not an important one, so FJ might just've passed it over as such.

On the other hand: I recently noticed a few potentially iffy security flaws with the H2Desk system that they're using, and I informed Richard of these problems as soon as I spotted them...So maybe FJ are just conducting a security review and/or seeing about getting those holes closed?

DieselDragn · 02-12-10, 06:21 PM

Ye know...I havn't seen any activity from Rich, Alex or Will for a good few days now.

Hopefully, they're all doing fine and well (Maybe the snow up there has killed their Internet connections?) but can anyone confirm that to be the case? Cheers!

beezer123 · 02-12-10, 07:28 PM

Had a reply, so all is well at the FJ towers.

Amiethest · 02-12-10, 07:28 PM

As usual!

shrimpy · 02-12-10, 07:29 PM

Im still waiting for a reply to one of mine. Only put it in yesterday so no rush.

EDIT: Just checked my email and there's a response.

vster2010 · 02-12-10, 08:31 PM

i have a potential green waiting for this as well

Monkeyegg · 03-12-10, 01:18 PM

Tickets were brought fully up to date earlier today.

I did have more Internet problems yesterday and the day before, I'm giving BT benefit of the doubt and putting it down to the weather since Rich said his was really slow too.

**the_icks** · 03-12-10, 01:19 PM

Richards is slow due to all the locals checking up on their relations.... the single phone line can't take the strain! ;o)

beezer123 · 03-12-10, 11:10 PM

It wasn't the speed of the reply I was worried about, it was more the possibility of a fault with the Helpdesk system causing the time on the ticket lapsing.

Just incase it was an error that caused tickets to keep getting pushed to the bottom of the pile.

I have the utmost confidence that FJ support tickets are answered in the quickest possible time.

**xploit** · 06-12-10, 10:48 AM

what's average response time for an urgent support ticket?

basically i sent a support ticket in yesterday for a new custom order, as i have moved out of home, we have no landline and for work to contact me they need to phone my mobile - i urgently need a new mobile phone

*waiting patiently since 14:00 yesterday*

DieselDragn · 07-12-10, 10:05 AM

Quote:

Originally Posted by xploit

what's average response time for an urgent support ticket?
basically i sent a support ticket in yesterday for a new custom order, as i have moved out of home, we have no landline and for work to contact me they need to phone my mobile - i urgently need a new mobile phone

Don't quote me on this...But I suspect they might have a backlog on support tickets. That said, last night Rich responded to a message I posted on one of mine within twenty minutes!

I don't know if the priority field really does it's job though. I set all of my tickets as appropriate ("Normal" for anything redemption related, "Low" for everything else) but I suspect the majority of users set all of their tickets to "Urgent" to try and get them answered quicker.
Ironically, if the system sorts tickets into seperate queues by priority with one member of staff on each, a "Low" or "Normal" ticket would get answered quicker than an "Urgent" one!

Harvez · 07-12-10, 11:53 AM

I never have never will use the priority setting always keep it low, always get an answer within 24hrs.

Joshy666 · 08-12-10, 01:21 PM

Quote:

Originally Posted by Harvez

I never have never will use the priority setting always keep it low, always get an answer within 24hrs.

...What??

Harvez · 08-12-10, 02:43 PM

Me speaky no Engrish.

01-12-10, 08:32 PM	#1
beezer123 Mini Mac Join Date: Dec 2006 Location: Aberdeenshire Posts: 4,038	Support tickets rolling over. I was just wondering if there was a fault with the support system. I sent in a ticket a few days ago and yet every night at the same time that I lodged the initial ticket the time appears to reset back to 0h. Not sure if this will cause my ticket to keep going to the bottom of the pile or not? __________________ My Sites Free Nintendo DSi Free Macbook Pro Free Galaxy Nexus Free iPhone 4S Free iPad 2 open spoiler to see what im doing Spoiler currently working on: Verifying: Ordered: Received: Macbook 13 inch from Apple incentives £570 Amazon Voucher instead of second MacBook from Apple.real incentices Netgear DG834N Router from Apple.freebiejeebies £26 Rollersnakes voucher from Apple.freebiejeebies iPod Touch 8Gb from Apple.Freebiejeebies iPod Nano 8gb from Apple.Freebiejeebies £150 Amazon Voucher from gifts.real-incentives £180 amazon voucher from Nextgen.giveaway. 2 x Apple iPhone from Apple incentives COD World at war from Apple Incentives Silver Apple iPod Nano 4gb from Apple incentives Nintendo Ds lite White from forfree4u Noise Magnets x2 forfree4u

02-12-10, 07:28 PM	#5
beezer123 Mini Mac Join Date: Dec 2006 Location: Aberdeenshire Posts: 4,038	Had a reply, so all is well at the FJ towers. __________________ My Sites Free Nintendo DSi Free Macbook Pro Free Galaxy Nexus Free iPhone 4S Free iPad 2 open spoiler to see what im doing Spoiler currently working on: Verifying: Ordered: Received: Macbook 13 inch from Apple incentives £570 Amazon Voucher instead of second MacBook from Apple.real incentices Netgear DG834N Router from Apple.freebiejeebies £26 Rollersnakes voucher from Apple.freebiejeebies iPod Touch 8Gb from Apple.Freebiejeebies iPod Nano 8gb from Apple.Freebiejeebies £150 Amazon Voucher from gifts.real-incentives £180 amazon voucher from Nextgen.giveaway. 2 x Apple iPhone from Apple incentives COD World at war from Apple Incentives Silver Apple iPod Nano 4gb from Apple incentives Nintendo Ds lite White from forfree4u Noise Magnets x2 forfree4u

02-12-10, 07:28 PM	#6
Amiethest is meant to be revising Join Date: Dec 2008 Location: Nottinghamshire Posts: 6,448	As usual! __________________ Well since as my SERPS are now dead, I won't belearning how to get an iPad for nothing anymore\| My Free Xbox 360 sitehas tanked \|And the only one that was an experiment and doesn't make money is Free 3DS darn it. Want to know how to get greens (referrals) for FreebieJeebies? I'll tell you how..... Work hard, like the rest of us! Feel free to ask questions!

02-12-10, 07:29 PM	#7
shrimpy Absent. Join Date: Sep 2010 Location: Australia Posts: 640	Im still waiting for a reply to one of mine. Only put it in yesterday so no rush. EDIT: Just checked my email and there's a response. __________________ . Last edited by shrimpy; 02-12-10 at 07:30 PM..

02-12-10, 08:31 PM	#8
vster2010 iPod 30gb Join Date: Sep 2010 Location: London Posts: 1,330	i have a potential green waiting for this as well __________________ Freebies Website http://www.freenewipad2.co.uk My startup blog on technology http://techboyblog.wordpress.com/ JOIN A CONGA FOR 2 GREENS! SELECT CONGA

01-12-10, 09:47 PM	#2
iPhone4Matt iPod 20gb Join Date: Oct 2010 Posts: 887	don't know whats happening, I normally get a reply within a few hours and have heard nothing from a ticket sent this morning, and if yours is a few days old, something must be going wrong.

02-12-10, 06:21 PM	#4
DieselDragn iPod Nano 4GB Join Date: Jun 2010 Location: Location, Location! Posts: 302	Ye know...I havn't seen any activity from Rich, Alex or Will for a good few days now. Hopefully, they're all doing fine and well (Maybe the snow up there has killed their Internet connections?) but can anyone confirm that to be the case? Cheers!

03-12-10, 01:18 PM	#9
Monkeyegg FJ Network Owner Join Date: Mar 2007 Posts: 2,942	Tickets were brought fully up to date earlier today. I did have more Internet problems yesterday and the day before, I'm giving BT benefit of the doubt and putting it down to the weather since Rich said his was really slow too. __________________ Consoles \| Apple \| HDTV \| PS3 \| Mobiles \| Sports \| Gadgets \| Points \| Gifts \| Select Supported Network of the Year 2008, 2009, 2010 & 2011 Supported Network of the Year (Design) 2008

03-12-10, 01:19 PM	#10
the_icks Mr Baldy Chicken Join Date: Mar 2006 Posts: 14,482	Richards is slow due to all the locals checking up on their relations.... the single phone line can't take the strain! ;o) __________________

03-12-10, 11:10 PM	#11
beezer123 Mini Mac Join Date: Dec 2006 Location: Aberdeenshire Posts: 4,038	It wasn't the speed of the reply I was worried about, it was more the possibility of a fault with the Helpdesk system causing the time on the ticket lapsing. Just incase it was an error that caused tickets to keep getting pushed to the bottom of the pile. I have the utmost confidence that FJ support tickets are answered in the quickest possible time. __________________ My Sites Free Nintendo DSi Free Macbook Pro Free Galaxy Nexus Free iPhone 4S Free iPad 2 open spoiler to see what im doing Spoiler currently working on: Verifying: Ordered: Received: Macbook 13 inch from Apple incentives £570 Amazon Voucher instead of second MacBook from Apple.real incentices Netgear DG834N Router from Apple.freebiejeebies £26 Rollersnakes voucher from Apple.freebiejeebies iPod Touch 8Gb from Apple.Freebiejeebies iPod Nano 8gb from Apple.Freebiejeebies £150 Amazon Voucher from gifts.real-incentives £180 amazon voucher from Nextgen.giveaway. 2 x Apple iPhone from Apple incentives COD World at war from Apple Incentives Silver Apple iPod Nano 4gb from Apple incentives Nintendo Ds lite White from forfree4u Noise Magnets x2 forfree4u

06-12-10, 10:48 AM	#12
xploit Super Moderator Join Date: Jan 2010 Location: Bristol Posts: 3,701	what's average response time for an urgent support ticket? basically i sent a support ticket in yesterday for a new custom order, as i have moved out of home, we have no landline and for work to contact me they need to phone my mobile - i urgently need a new mobile phone waiting patiently since 14:00 yesterday __________________ Spoiler I'm available to guest post on your quality blog - any subject considered PM me if interested... SEO Confusing? Help is here: Grass Roots SEO Visit my Sites: FREE rewards • FREE Consoles • Follow me on Twitter: @martinevansnet My Blog: Martin Evans • Latest post: SEO Ranking factors

07-12-10, 11:53 AM	#14
Harvez Mini Mac Join Date: Nov 2006 Location: l33dz Posts: 9,488	I never have never will use the priority setting always keep it low, always get an answer within 24hrs. __________________ Freebiejeebies \| Free iphone \| Free Blackberry \| Free Wii U \| Free laptop Someone once said "Life is what you make it", I disagree sometimes life makes you into what you are.

08-12-10, 02:43 PM	#16
Harvez Mini Mac Join Date: Nov 2006 Location: l33dz Posts: 9,488	Me speaky no Engrish. __________________ Freebiejeebies \| Free iphone \| Free Blackberry \| Free Wii U \| Free laptop Someone once said "Life is what you make it", I disagree sometimes life makes you into what you are.