ZecMurphy
Community Assistant
Hi All
As many already know, we are still clearing the backlog from the Christmas break.
Unfortunately, when we transferred the Helpdesk to the new server, we did not realise that the email system was not functioning. As such, any emails sent to us after approximately the 5th of March did not go into the Helpdesk. We did fix this on Tuesday afternoon, and emails are now being received. However, this also includes all emails that did not come through between the transfer and last Tuesday. As such, the number of tickets on the helpdesk has skyrocketed to over 500 tickets (from approximately 180). We are currently focusing on clearing any new tickets, as well as clearing as many of these email tickets as possible, at this time.
If your ticket does not receive a reply immediately, this either means that we have not yet made it up to your ticket, or that we have skipped over it for the time being so that we can go back to it and investigate it properly.
By skipping over the more complex tickets (particularly technical issues that require extra time to work out) allows us to work through all of the other tickets faster, and then spend a more appropriate amount of time on your ticket. We do ask that you be patient whilst we work to clear this.
If I get time, I will post an update on the situation as we work through the tickets.
Thank you
As many already know, we are still clearing the backlog from the Christmas break.
Unfortunately, when we transferred the Helpdesk to the new server, we did not realise that the email system was not functioning. As such, any emails sent to us after approximately the 5th of March did not go into the Helpdesk. We did fix this on Tuesday afternoon, and emails are now being received. However, this also includes all emails that did not come through between the transfer and last Tuesday. As such, the number of tickets on the helpdesk has skyrocketed to over 500 tickets (from approximately 180). We are currently focusing on clearing any new tickets, as well as clearing as many of these email tickets as possible, at this time.
If your ticket does not receive a reply immediately, this either means that we have not yet made it up to your ticket, or that we have skipped over it for the time being so that we can go back to it and investigate it properly.
By skipping over the more complex tickets (particularly technical issues that require extra time to work out) allows us to work through all of the other tickets faster, and then spend a more appropriate amount of time on your ticket. We do ask that you be patient whilst we work to clear this.
If I get time, I will post an update on the situation as we work through the tickets.
Thank you