Altered Helpdesk Procedures

[HiBaller]

I guess it was inevitable. We apparently have a new layer of obfuscation between us and them. Now, you have to go to a new page whereby you are asked a fixed set of questions in their "Troubleshooter". Not only are the options rather vague, but there is no way to signify "Other". The only resort is to pick a radio button close to what you are having trouble with and then once you get (Finally) to the 'fill-in-the-box' edit field, you can tell your tale.

This, in my estimation, just drives a bigger wedge between us (customers) and them (any help) resulting in much frustration. The process should have been SIMPLIFIED, not made more complicated. It was bad before, but now it is pure agony.

Bill

 

[R701Rusty]

G'day Bill,
You are right with what you say but this issue is not confined just to our immediate area of interest. This is the way it is all going nowadays and it just tells us that as far as "they" are concerned, they don't want to hear about our problems with their product. Good customer service now only gets talked about, not acted upon!

Cheers
Russell.

 

[shaneturner12]

It was inevitable as far as I'm concerned, although I have posted a comment on the announcement post on the Home page regarding this. Most of the common issues though are covered in the troubleshooter.

Shane

 

[ZecMurphy]

Hi All
We are aware that there are some areas of the new troubleshooter that are missing, and we plan to continue to expand this over the coming weeks.

We have been watching the tickets coming into our helpdesk, and have found a very large number are essentially the same and should be resolved by the steps provided in the troubleshooter. Those that aren't are then forwarded to our helpdesk with several bits of information (obtained simply by the answers to the trouble shooter questions) that are often not provided to us when a ticket is submitted. This allows us to better handle the more involved issues, new issues, or issues that are yet to be covered by the troubleshooter simply by reducing the number of relatively 'easy' issues that are now covered by the troubleshooter.

This should allow us to provide faster responses to you, since we will have fewer 'common' tickets.

Regards

 

[shaneturner12]

A thought here Zec - wouldn't it be better to have an option for 'my issue is not listed' in the troubleshooter? Some issues that crop up are unlikely to be covered by a troubleshooter, like server issues. Also, I've noticed that some of the troubleshooter sections are pointing to an invalid department ID on the Helpdesk.

Shane

 

[Cratey]

Hi Shane,

Can you PM the sections that pointing to an invalid department ID and we'll get that fixed up. As for your other suggestion, as Zec has mentioned, we are taking on everyones feedback and are still expanding the set of common issues and options in the troubleshooter.

While this is different, it is becoming a necessity due to the sheer volume of tickets the Helpdesk receives (100's per day). This new system allows us to answer the really common questions and issues much more quickly, which leaves our Helpdesk Operators with more time to spend working on the difficult and time intensive questions that are generally brought up by hardcore trainz fans.

Like everything, there is a learning curve. And we appreciate everyone's patience while tweak this new system.

 

[shaneturner12]

Cratey - I will certainly send that PM within the next 15-20 minutes or so once I've verified which ones are causing it. My concern though at the moment is that I've seen some people on here unable to send Helpdesk tickets for issues that require N3V help due to their problem not being in the troubleshooter.

Shane

EDIT: PM sent.