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Submit a Ticket

 
 
peter
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Posts: n/a
 
      07-03-2005
Hi


What are these ticket things I see on NZ web site lately. Is it like a quew
for your email..?


Cheers Peter


 
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XPD
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Posts: n/a
 
      07-03-2005

"peter" <(E-Mail Removed)> wrote in message
news:8lYxe.12321$(E-Mail Removed)...
> Hi
>
>
> What are these ticket things I see on NZ web site lately. Is it like a
> quew for your email..?


Got an example ?


 
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peter
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Posts: n/a
 
      07-03-2005

"XPD" <(E-Mail Removed)> wrote in message
news:42c85788$(E-Mail Removed)...
>
> "peter" <(E-Mail Removed)> wrote in message
> news:8lYxe.12321$(E-Mail Removed)...
>> Hi
>>
>>
>> What are these ticket things I see on NZ web site lately. Is it like a
>> quew for your email..?

>
> Got an example ?


http://support.openhost.co.nz/?_a=tickets&_m=submit




 
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XPD
Guest
Posts: n/a
 
      07-03-2005

"peter" <(E-Mail Removed)> wrote in message
news:NZYxe.12337$(E-Mail Removed)...
>
> "XPD" <(E-Mail Removed)> wrote in message
> news:42c85788$(E-Mail Removed)...
>>
>> "peter" <(E-Mail Removed)> wrote in message
>> news:8lYxe.12321$(E-Mail Removed)...
>>> Hi
>>>
>>>
>>> What are these ticket things I see on NZ web site lately. Is it like a
>>> quew for your email..?

>>
>> Got an example ?

>
> http://support.openhost.co.nz/?_a=tickets&_m=submit
>
>
>
>


Just looks like the usual "comments" email just with some added options....
Fill it out, it sends an email to them. It will just add the priority to the
subject field and their end will probably have a rule that picks up on that
and alerts them.
Nothing special....


 
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peter
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Posts: n/a
 
      07-03-2005
THx...


"XPD" <(E-Mail Removed)> wrote in message
news:42c85f53$(E-Mail Removed)...
>
> "peter" <(E-Mail Removed)> wrote in message
> news:NZYxe.12337$(E-Mail Removed)...
>>
>> "XPD" <(E-Mail Removed)> wrote in message
>> news:42c85788$(E-Mail Removed)...
>>>
>>> "peter" <(E-Mail Removed)> wrote in message
>>> news:8lYxe.12321$(E-Mail Removed)...
>>>> Hi
>>>>
>>>>
>>>> What are these ticket things I see on NZ web site lately. Is it like a
>>>> quew for your email..?
>>>
>>> Got an example ?

>>
>> http://support.openhost.co.nz/?_a=tickets&_m=submit
>>
>>
>>
>>

>
> Just looks like the usual "comments" email just with some added
> options.... Fill it out, it sends an email to them. It will just add the
> priority to the subject field and their end will probably have a rule that
> picks up on that and alerts them.
> Nothing special....
>
>



 
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A.D.
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Posts: n/a
 
      07-04-2005
peter wrote:
> "XPD" <(E-Mail Removed)> wrote in message
> news:42c85788$(E-Mail Removed)...
>
>>"peter" <(E-Mail Removed)> wrote in message
>>news:8lYxe.12321$(E-Mail Removed)...
>>
>>>Hi
>>>
>>>
>>>What are these ticket things I see on NZ web site lately. Is it like a
>>>quew for your email..?

>>
>>Got an example ?

>
>
> http://support.openhost.co.nz/?_a=tickets&_m=submit
>
>


A "ticket" is a tracable case number that allows companies to
track/monitor "incidents".

Some companies have SLAs (service level agreements) on tickets and
monitor their turnaround (i.e. 1/2/24/48 hours).

Bloody useful for follow-up too. Quote a ticket number and the
company/person can read up all the info relating to the incident and
look up your account number, and save you re-explaining a situation 5
times to 5 different people.

Tickets seem to be taking off in NZ, a step forward.

A.D.
 
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H.O.G
Guest
Posts: n/a
 
      07-04-2005
On Mon, 4 Jul 2005 09:57:39 +1200, "XPD"
<(E-Mail Removed)> spoke these fine words:

>
>"peter" <(E-Mail Removed)> wrote in message
>news:NZYxe.12337$(E-Mail Removed)...
>>
>> "XPD" <(E-Mail Removed)> wrote in message
>> news:42c85788$(E-Mail Removed)...
>>>
>>> "peter" <(E-Mail Removed)> wrote in message
>>> news:8lYxe.12321$(E-Mail Removed)...
>>>> Hi
>>>>
>>>>
>>>> What are these ticket things I see on NZ web site lately. Is it like a
>>>> quew for your email..?
>>>
>>> Got an example ?

>>
>> http://support.openhost.co.nz/?_a=tickets&_m=submit
>>
>>
>>
>>

>
>Just looks like the usual "comments" email just with some added options....
>Fill it out, it sends an email to them. It will just add the priority to the
>subject field and their end will probably have a rule that picks up on that
>and alerts them.
>Nothing special....
>

Actually, no, usually they are fully integrated support helpdesk
applications. Rather than trying to use email (which is not really a
great option for a busy help/support desk), support desk software
allows for tracking of assistance and replies, semi-automated replies,
multiple support personel, etc.

A much better method of providing email or web-based support than
simple email.

the link you provided uses Kayako software. More information about
this particular package is at:
http://www.kayako.com/?_a=products&_m=esupport.features

If you want to find out more, Google "Helpdesk software".


 
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Lawrence D'Oliveiro
Guest
Posts: n/a
 
      07-11-2005
In article <(E-Mail Removed)>,
H.O.G <(E-Mail Removed)> wrote:

>Rather than trying to use email (which is not really a
>great option for a busy help/support desk), support desk software
>allows for tracking of assistance and replies, semi-automated replies,
>multiple support personel, etc.


TelstraClear do this via e-mail. They have an automated parsing system
which does some kind of keyword search on your first e-mail and returns
some wholly inappropriate suggestions in its response. Then when you
follow this up with a message saying "that's no help at all", you get
another automated reply saying the system couldn't parse your message.
Then after resubmitting your message on your next try, it finally gets
read by a human who, if you're luckly, will understand what you were
asking for and give a useful response.
 
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H.O.G
Guest
Posts: n/a
 
      07-11-2005
On Mon, 11 Jul 2005 21:18:30 +1200, Lawrence D'Oliveiro
<(E-Mail Removed)_zealand> spoke these fine words:

>In article <(E-Mail Removed)>,
> H.O.G <(E-Mail Removed)> wrote:
>
>>Rather than trying to use email (which is not really a
>>great option for a busy help/support desk), support desk software
>>allows for tracking of assistance and replies, semi-automated replies,
>>multiple support personel, etc.

>
>TelstraClear do this via e-mail. They have an automated parsing system
>which does some kind of keyword search on your first e-mail and returns
>some wholly inappropriate suggestions in its response. Then when you
>follow this up with a message saying "that's no help at all", you get
>another automated reply saying the system couldn't parse your message.
>Then after resubmitting your message on your next try, it finally gets
>read by a human who, if you're luckly, will understand what you were
>asking for and give a useful response.


I had exactly the same experience with TelstraClear, except the human
was about as helpful as the useless bot.
 
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Bruce Sinclair
Guest
Posts: n/a
 
      07-11-2005
In article <(E-Mail Removed)>, Lawrence D'Oliveiro <(E-Mail Removed)_zealand> wrote:
>In article <(E-Mail Removed)>,
> H.O.G <(E-Mail Removed)> wrote:
>
>>Rather than trying to use email (which is not really a
>>great option for a busy help/support desk), support desk software
>>allows for tracking of assistance and replies, semi-automated replies,
>>multiple support personel, etc.

>
>TelstraClear do this via e-mail. They have an automated parsing system
>which does some kind of keyword search on your first e-mail and returns
>some wholly inappropriate suggestions in its response. Then when you
>follow this up with a message saying "that's no help at all", you get
>another automated reply saying the system couldn't parse your message.
>Then after resubmitting your message on your next try, it finally gets
>read by a human who, if you're luckly, will understand what you were
>asking for and give a useful response.


Their lack of humans (and their 3 page bill for one phone call) were a big
part of the reason for leaving them. At a couple of calls a month, they
probably don't care ... but they didn't care anyway


Bruce


-------------------------------------
The power of accurate observation is commonly called cynicism by those who have not got it.
- George Bernard Shaw
Cynic, n: a blackguard whose faulty vision sees things as they are, not as they ought to be.
- Ambrose Bierce

Caution ===== followups may have been changed to relevant groups
(if there were any)
 
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