I am thinking of giving all of it away.....

[Maddox61]

I am thinking of giving all of it away

According to the Mayan Calendar, 2012 is the end of the world.
Sounds more like 2012 is going to be the end of Trainz.

 

[WindWalkr]

You have a wiki, put the ten most common concerns as stubs in the wiki and ask the community to fill in the answers. As the stubs fill up throw in a few more, call them "how to"s. These can include things such as how can I download TS12.

You mean like this?

chris

 

[aardvark1]

Hmmm, this gives me an idea. N3V, unless it has already been implemented (it has been a while since I used the Helpdesk), is it possible that the Helpdesk software could be modified to allow the user submitting a ticket/message to request a "read" receipt, like you can with private messages here on the forums and even possibly with e-mail?

Regards.

Hi Retro.....

Good idea but......

http://forums.auran.com/trainz/showpost.php?p=795975&postcount=1

Good Afternoon All
As many of you know, we have been experiencing a large backlog of tickets for some time.

We currently have two staff members working on the helpdesk (myself and Aron Coert), and both of us are working as fast as possible to clear the backlog.

At this time, we currently have a backlog of approximately 3 months, with a little under 1200 tickets currently open (this is due to a number of reasons, however we are working to reduce this - and have been doing so very quickly). However this is being worked down relatively quickly, and hope to have the backlog mostly cleared in the next month or so.

We ask that all be patient whilst we work to clear this. To assist with this, please ensure that you are sending your ticket to the correct departments. Some departments are given a higher priority than others, due to the nature of the tickets for these departments. For example, if you are having trouble accessing a digital download order, or have an issue with your order, please send the ticket to the 'shop and orders' section.

We do apologise for the delays that have been experienced with the helpdesk, and thank you for your patience whilst we work to clear the backlog.
__________________
Zec Murphy

Customer Support Rep
N3V Games (Auran)

So it may take a while before the HelpDesk could entertain your idea.

Regards,

 

[johnwhelan]

You mean like this?

chris

It looks too complicated so probably won't be / isn't used? Sometimes presentation is important and if you are a new comer you may feel intimidated by the screen presented.

Make it simple and easy to use and these system get used.

I might even go so far as to suggest saying these are the most common problems please look through them first before submitting a helpdesk ticket and have a note saying what the average wait on a response is. Also suggest that for content creation issues and questions the forum is suggested.

Cheerio John

 

[WindWalkr]

It looks too complicated so probably won't be / isn't used? Sometimes presentation is important and if you are a new comer you may feel intimidated by the screen presented.

Possibly true. Unfortunately, it's not home-brewed software, so we're very limited in the display options.

chris

 

[PerRock]

It looks too complicated so probably won't be / isn't used? Sometimes presentation is important and if you are a new comer you may feel intimidated by the screen presented.

Make it simple and easy to use and these system get used.

I might even go so far as to suggest saying these are the most common problems please look through them first before submitting a helpdesk ticket and have a note saying what the average wait on a response is. Also suggest that for content creation issues and questions the forum is suggested.

Cheerio John

Agreeded that is to complicated, it also doesn't give the appearance of having support-related issues. 4 out of the 10 Questions on the home page are asking about where they can go to get more support. The 2 TC questions & 2 TS9 Questions are things that really should be highlighted on the TC website, not the support area.

Looking into the specific areas:
3 out of the 4 DLS/FCT questions are the same.
9 out of the 16 for TC are pre-purchase questions that really should be on the TC site (I'm not saying they aren't)
2 of those 16 for TC are literally the same question & answer, and are in fact DLS/FCT questions (of which there are already 2 there)
The TS9 one has the most "proper" support questions & even still most are about GMAX.


Just some observations about the "Knowledgebase".

peter

 

[johnwhelan]

Possibly true. Unfortunately, it's not home-brewed software, so we're very limited in the display options.

chris

Currently we have the new members faq, the forum, the wikibook not N3V, the N3V wiki, and helpdesk. To even find the N3V Wiki I had to do a search on the forum for the link.

The information is scattered around. Could you drop in one screen before the helpdesk that read something like:

###



Unfortunately currently we are taking more than thirty days to respond to routine questions.

You may wish to consider the following options for assistance:

For Content creation we recommend using the forum or the wikibook at http://en.wikibooks.org/wiki/Trainz

The New members FAQ thread in the forum is useful for answering many questions for new comers to Trainz. http://forums.auran.com/trainz/showthread.php?t=5454

The most common problems are:

1. xyz please see http://online.ts2009.com/mediaWiki/index.php5/Main_Page except you want to put the stub in.

2. etc.

If you would still like to use the helpdesk system we recommend you first check the knowledge base before submitting a ticket.

To continue to the helpdesk system click here.



###

This shouldn't be complicated to do just link the helpdesk link in the forum to the page and then link the existing helpdesk to the bit at the bottom.

My suggestion would be dump as much as you can into the N3V wiki even which browser to use. I'm not certain that IE 7 or Firefox 3 is still the optimum browser to use for the forum. If its in the wiki the community might even keep it up to date for you.

Cheerio John

 

[WindWalkr]

Could you drop in one screen before the helpdesk that read something like

I've passed your suggestion on to the relevant people.

cheers,

chris