 |  |
Well, I do not know, it was my suggestion. I go with a company called
Re: Tech support web interface
From: Chris W.
Date: Friday, April 16, 1999
Time: 12:34:20 pm
li.net, and whenever I have a problem I send email to them to support@li.net
and the email is opening up a ticket for me and that ticket is assigned to a
technician who then tries to resolve the issue and responds to it. I just
thought that if customer can open up a ticket maybe not trough email as I
have over here with my provider but in optigold somehow that would be a big
+ for optigold admins and users. That was just my impression and
suggestion.. :)
Chris
> Chris W. wrote:
>
> >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
>
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