Trouble Ticket System Needs Fixing!!

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  • Buddha
    Senior Member
    • Mar 2004
    • 825

    Trouble Ticket System Needs Fixing!!

    Dear Support,

    I submitted a ticket on "01/21/05 @ 10:23 PM CST" and closed it on "01/21/05 @ 10:24 PM CST" when the server was back up. Do you see the problem? How I'm I suppose to judge the responsiveness of Dathorn's support if time isn't displayed to the seconds! It's very very frustrating! Fix it!!!!

    Sincerely yours,
    Buddha

    P.S. Don't get me wrong, I just want time displayed to the seconds ... Support is working great! Don't change that!
    "Whatcha mean I shouldn't be rude to my clients?! If you want polite then there will be a substantial fee increase." - Buddha
  • Jonathan
    Senior Member
    • Mar 2004
    • 1229

    #2
    Originally posted by Buddha
    Dear Support,

    I submitted a ticket on "01/21/05 @ 10:23 PM CST" and closed it on "01/21/05 @ 10:24 PM CST" when the server was back up. Do you see the problem? How I'm I suppose to judge the responsiveness of Dathorn's support if time isn't displayed to the seconds! It's very very frustrating! Fix it!!!!

    Sincerely yours,
    Buddha

    P.S. Don't get me wrong, I just want time displayed to the seconds ... Support is working great! Don't change that!
    I agree! We need a seconds display, we can't
    even properly rate DIS support til we get this
    "How can someone be so distracted yet so focused?"
    - C

    Comment

    • M31
      Junior Member
      • Feb 2005
      • 18

      #3
      how about an "edit" button for submitted tickets?

      Comment

      • Jonathan
        Senior Member
        • Mar 2004
        • 1229

        #4
        Originally posted by M31
        how about an "edit" button for submitted tickets?
        I like that idea; BTW M31 ~ Messier #31 (Andromeda) or am I misreading your name?
        Also does anybody know if Dathorn added the seconds thing? I haven't
        had to submit a ticket in ages and I wanna be able to judge the response in seconds
        "How can someone be so distracted yet so focused?"
        - C

        Comment

        • halyfax
          Senior Member
          • Mar 2004
          • 124

          #5
          Glad to hear I am not the only one who has had trouble tickets answered in less than 1 minute!!!!

          Comment

          • M31
            Junior Member
            • Feb 2005
            • 18

            #6
            Originally posted by Jonathan
            I like that idea; BTW M31 ~ Messier #31 (Andromeda) or am I misreading your name?
            hehe , nah its just the first letter of my name along with a random number

            Comment

            • AndrewT
              Administrator
              • Mar 2004
              • 3653

              #7
              While I was in editing the ticket system scripts this afternoon I added the seconds in for you guys. They've always been recorded, just not displayed.

              I've also written a nifty little script that queries our ticket system and gets the average response time for all support tickets over X number of hours. Now on our main page this number is displayed over 72 hours. I wanted to make the value live but the script takes about 8 seconds to run and that might not make some visitors happy, so it just updates the value every hour.

              Comment

              • AndrewT
                Administrator
                • Mar 2004
                • 3653

                #8
                Originally posted by M31
                how about an "edit" button for submitted tickets?
                This would bring up far too many issues if we began working on a ticket and then you ended up editing it after we read it already. You can simply add another response if you have any changes to note.

                Comment

                • Buddha
                  Senior Member
                  • Mar 2004
                  • 825

                  #9
                  Great Service at an Affordable Price!

                  Originally posted by AndrewT
                  While I was in editing the ticket system scripts this afternoon I added the seconds in for you guys. They've always been recorded, just not displayed.

                  I've also written a nifty little script that queries our ticket system and gets the average response time for all support tickets over X number of hours. Now on our main page this number is displayed over 72 hours. I wanted to make the value live but the script takes about 8 seconds to run and that might not make some visitors happy, so it just updates the value every hour.
                  LMAO!! Andrew you know I was just kidding right!? Extremely cool little hack though. Thanks!

                  Says "13 minutes, 58 seconds" right now on the front page. I don't have another host that can measure their response time in just minutes! My last non-Dathorn TT took more than 8 hours to get a reply... I woke up to find it four hours after that. If all hosts were like Dathorn I could get good nights sleep.

                  Great work Andrew!
                  "Whatcha mean I shouldn't be rude to my clients?! If you want polite then there will be a substantial fee increase." - Buddha

                  Comment

                  • Jonathan
                    Senior Member
                    • Mar 2004
                    • 1229

                    #10
                    Originally posted by Buddha
                    LMAO!! Andrew you know I was just kidding right!? Extremely cool little hack though. Thanks!

                    Says "13 minutes, 58 seconds" right now on the front page. I don't have another host that can measure their response time in just minutes! My last non-Dathorn TT took more than 8 hours to get a reply... I woke up to find it four hours after that. If all hosts were like Dathorn I could get good nights sleep.

                    Great work Andrew!
                    Budda got it right, nice hack and I think it rocks now that on the
                    front page it shows the adverage response time; I think it'll pull in even more customers

                    Budda is also right, my last non-Dathorn TT/email took bout 38hrs
                    At that point is when I actively went searching for a new host, dispite putting up
                    a good $80 prepaid for a year just a month before (back then $80 was alot LOL)
                    "How can someone be so distracted yet so focused?"
                    - C

                    Comment

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