Submit a Ticket

Discussion in 'NZ Computing' started by peter, Jul 3, 2005.

  1. peter

    peter Guest

    Hi


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


    Cheers Peter
    peter, Jul 3, 2005
    #1
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  2. peter

    XPD Guest

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


    Got an example ?
    XPD, Jul 3, 2005
    #2
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  3. peter

    peter Guest

    "XPD" <> wrote in message
    news:42c85788$...
    >
    > "peter" <> wrote in message
    > news:8lYxe.12321$...
    >> 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
    peter, Jul 3, 2005
    #3
  4. peter

    XPD Guest

    "peter" <> wrote in message
    news:NZYxe.12337$...
    >
    > "XPD" <> wrote in message
    > news:42c85788$...
    >>
    >> "peter" <> wrote in message
    >> news:8lYxe.12321$...
    >>> 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.... :)
    XPD, Jul 3, 2005
    #4
  5. peter

    peter Guest

    THx...


    "XPD" <> wrote in message
    news:42c85f53$...
    >
    > "peter" <> wrote in message
    > news:NZYxe.12337$...
    >>
    >> "XPD" <> wrote in message
    >> news:42c85788$...
    >>>
    >>> "peter" <> wrote in message
    >>> news:8lYxe.12321$...
    >>>> 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.... :)
    >
    >
    peter, Jul 3, 2005
    #5
  6. peter

    A.D. Guest

    Re: Submit a Ticket - an explanation

    peter wrote:
    > "XPD" <> wrote in message
    > news:42c85788$...
    >
    >>"peter" <> wrote in message
    >>news:8lYxe.12321$...
    >>
    >>>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.
    A.D., Jul 4, 2005
    #6
  7. peter

    H.O.G Guest

    On Mon, 4 Jul 2005 09:57:39 +1200, "XPD"
    <> spoke these fine words:

    >
    >"peter" <> wrote in message
    >news:NZYxe.12337$...
    >>
    >> "XPD" <> wrote in message
    >> news:42c85788$...
    >>>
    >>> "peter" <> wrote in message
    >>> news:8lYxe.12321$...
    >>>> 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".
    H.O.G, Jul 4, 2005
    #7
  8. In article <>,
    H.O.G <> 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.
    Lawrence D'Oliveiro, Jul 11, 2005
    #8
  9. peter

    H.O.G Guest

    On Mon, 11 Jul 2005 21:18:30 +1200, Lawrence D'Oliveiro
    <_zealand> spoke these fine words:

    >In article <>,
    > H.O.G <> 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.
    H.O.G, Jul 11, 2005
    #9
  10. In article <>, Lawrence D'Oliveiro <_zealand> wrote:
    >In article <>,
    > H.O.G <> 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)
    Bruce Sinclair, Jul 11, 2005
    #10
  11. In article <>,
    H.O.G <> wrote:

    >I had exactly the same experience with TelstraClear, except the human
    >was about as helpful as the useless bot.


    It varied a lot. My first couple of attempts (getting a DNS secondary
    for a domain for which our server was the primary) took several weeks to
    get through to someone who understood what I was asking. This was from
    December. My most recent request, along the same lines, was handled in 3
    days.
    Lawrence D'Oliveiro, Jul 12, 2005
    #11
  12. In article <>, Lawrence D'Oliveiro <_zealand> wrote:
    >In article <>,
    > H.O.G <> wrote:
    >
    >>I had exactly the same experience with TelstraClear, except the human
    >>was about as helpful as the useless bot.

    >
    >It varied a lot. My first couple of attempts (getting a DNS secondary
    >for a domain for which our server was the primary) took several weeks to
    >get through to someone who understood what I was asking. This was from
    >December. My most recent request, along the same lines, was handled in 3
    >days.


    Still about 2.95 days too long tho ... yes ? :)

    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)
    Bruce Sinclair, Jul 12, 2005
    #12
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