Support Update

Closed

(Administrator)

Hey guys, we have a nice little update to the support section today. Tickets now have three statuses.

Pending - The default status when a ticket is submitted. This means you're waiting for us to respond.
Awaiting Your Reply - The ticket requires a reply from you to proceed. If any of your tickets have this status, you'll see a number in the navigation bar, next to Support. This number acts as a notification for the amount of tickets that need your attention. Once you reply, the ticket will return to Pending.
Answered - Tickets that have been resolved. Users can flag their ticket as Answered when it's in the Pending status, in case they resolved the matter on their own. Answered tickets can be reopened by users at anytime.

That should help us better organize the tickets, and notify users when we need a reply from them.

12 years ago*

Comment has been collapsed.

17 Comments

IgotElbows

Neat.

12 years ago

Permalink

Comment has been collapsed.

MegaGiga

Sure, a nice update to keep things organized easier.

But what about giving the banhammer & the reroll dice back to the mods?

I know this is the Nth time I'm saying this and am probably boring you all, but without it, the tickets don't matter much, however they're organized.

12 years ago

Permalink

Comment has been collapsed.

datenshi

I'd have to agree.

12 years ago

Permalink

Comment has been collapsed.

(Administrator)

We're working on tools for moderators to better manage the site. In the meantime, I'll be catching up on our outstanding tickets using the new system.

12 years ago

Permalink

Comment has been collapsed.

MegaGiga

"We". As in, not only you? That sounds good, SG needs more manpower atm.

12 years ago

Permalink

Comment has been collapsed.

datenshi

Sounds good, nice job!
Also are you planning on getting more mods/support? It seems sg is as flooded as ever and mods have started leaving even :(

12 years ago

Permalink

Comment has been collapsed.

Pur3Bolt

I have to agree that the support needs a lot more members since the response times for urgent tickets are huge...well at my side at least

12 years ago

Permalink

Comment has been collapsed.

Creambanana

Cool.

12 years ago

Permalink

Comment has been collapsed.

Deleted

This comment was deleted 3 months ago.

12 years ago

Permalink

Comment has been collapsed.

Mozendo

It reopened a bunch of my old tickets.

12 years ago

Permalink

Comment has been collapsed.

(Administrator)

Support tickets were previously closed after 30 days of no activity. That's been removed, since every ticket needs to be answered. For that reason, you might see some tickets reopen that were never properly closed. If they're answered, mark them, otherwise they'll be reviewed. Thanks!

12 years ago

Permalink

Comment has been collapsed.

Serene

finaly

12 years ago

Permalink

Comment has been collapsed.

GuenniKurti

Nice :) I accidentally clicked the support tab like two hours ago (crappy little phone screen) and I was wondering why my ticket said pending even if it's closed for more than three months ago. But now that it opened some old tickets, won't it be a little complicated to see which one is new and which one isn't?

12 years ago

Permalink

Comment has been collapsed.

(Administrator)

It reopened those that were automatically closed. They need to be manually closed by a moderator or the user that created the ticket from now on, to ensure they're resolved.

12 years ago

Permalink

Comment has been collapsed.

DoggyInPajamas

Nice.

12 years ago

Permalink

Comment has been collapsed.

SFaPiL

Thank you, cg. This is very useful :)

12 years ago

Permalink