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 Beffrey2 |
domain backup and support ticket |
Lead | ||
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Posts: 21 17-Jul-08 11:25 AM |
Hi, I just submitted a ticket for a domain backup restore of my system to the day before.
I sent the ticket but is said priority was only medium. How long will it take to get my board up? Priority should be urgent! 
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exstreamuser |
#1 | |||
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Posts: 1167 17-Jul-08 12:01 PM |
I can't answer that but why not log back in to view your ticket and change the priority and press update?
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Kathy |
#2 | |||
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ADMINISTRATOR
Posts: 1009 20-Jul-08 3:08 PM The puck stops here
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Changing the priority doesn't change how fast you get an answer. All tickets are worked from the oldest to the newest.
Restorals are something that has to be handled by a developer, so they do take a bit longer, especially close to the weekend. I see that your ticket has been answered. 
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exstreamuser |
#3 | |||
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Posts: 1167 20-Jul-08 3:17 PM |
Ok, what's the point in having a priority then?
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Silver Dollar |
#4 | |||
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ADMINISTRATOR
Posts: 751 20-Jul-08 3:40 PM Yuku Moderator |
Ok, what's the point in having a priority then?The Helpdesk software is 3rd party software. The Priority setting one of its features. It can be customized but only to a certain extent. The default priority was changed to medium a few weeks after they upgraded to that version of the software because everyone was marking their ticket as "urgent". We will sometimes escalate a ticket to high or urgent priority but, as Kathy said, first-come-first-served, rather than "priority", is the way we work the tickets. |
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exstreamuser |
#5 | |||
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Posts: 1167 20-Jul-08 3:52 PM |
Got it in your first sentence.
Thanks Silver Dollar!
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Silver Dollar |
#6 | |||
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ADMINISTRATOR
Posts: 751 20-Jul-08 4:01 PM Yuku Moderator |
Got it in your first sentence.I often forget that less is more. You're welcome, Andrew.
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exstreamuser |
#7 | |||
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Posts: 1167 20-Jul-08 4:04 PM |
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Jibril Ammon |
#8 | |||
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Posts: 2497 20-Jul-08 7:36 PM munificent member
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Silver Dollar wrote:I think that's old habit of customer service. So many times those of us in customer service end up having to explain the situation several times in several different ways we end up putting it all out at once in every way conceivable
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Kathy |
#9 | |||
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ADMINISTRATOR
Posts: 1009 20-Jul-08 8:08 PM The puck stops here
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I know that I tend to over explain because I feel I have to explain for the user who reads the topic 3 weeks later and is new to message boards, the internet
and/or computers.
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exstreamuser |
#10 | |||
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Posts: 1167 21-Jul-08 12:31 AM |
Exactly!
I have to say that I never have any difficulty in understanding either of your posts. You both make things very clear.
I caught myself yesterday, while in a bit of a rush, just typing a line of code into a reply. I did this because I knew the person would know what to do with it. However, as you say, for every one that posts, about 20-30 read the topic and learn something from it. |
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