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Chris W. wrote:
Re: Tech support web interface
From: Shawn Hogan
Date: Friday, April 16, 1999
Time: 12:03:42 pm
>Aha.. cool.. you have any plans for customers to be able to open up tickets
>with optigold? Would be a great addition to it I think. I am not sure if it
>would help me since I have around 75 records in it only but maybe big
>companies could use it, but on the other hand if customer cannot login he
>cannot open up a ticket, or if customer cannot use his web browser he would
>not be able to open up a ticket either, the only things that would those be
>good for is if he/she has problems with his email or maybe domain or
>something, well just a thought... Then if you would put some feature as this
>you would have to have some way of notify admin or the tech that such ticket
>arrived or was open or something so they can take a look at it and try to
>take the assignment, or some window could popup or a message would show that
>new ticket is open or something. Or it could send an emails to tech stuff or
>something. Well that's my little thought what could be added to optigold to
>make it even cooler than it is right now.. :) Anyway great job, the web
>ticketing thing is nice...
Mmmmm... doubtful... I don't know users being able to write to the
database themselves... For you, you are right... if they NEED a trouble
ticket, chances are they won't be able to use their browser. If someone
can configure dialup and their web browser properly, they *usually* can
configure their email properly.
For people with general config problems, there is the troubleshooter. So
that would also make it rather pointless.
So 95% of the time they wouldn't be able to add a trouble ticket for
themselves. And for the ones that could (their connection still works),
they are much more likely to send an email to tech support. And for all
others (majority of the problems) they will still need to talk to a real
person because they don't know how to install drivers for their modem or
something.
- Shawn
-------------------------------
Shawn D. Hogan
President, Digital Point Solutions
http://www.digitalpoint.com
(619) 452-3696
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