Assign staff to support requests

[SwagiWagi]

Hey,
First of all, I am offering this to make the community better, not to to complain, the staff are working for free, really appriciated.

But this is a real problem when there are a lot of support requests that are waiting for a long time, and some of them might be pretty urgent, because at the end of the day, this whole place is pretty much about business.

Just an offer, assign some more people to handle support requests.

 

[pet]

Staff don't work for free

 

[SwagiWagi]

Staff don't work for free

Really?

 

[Lotus]

We have a mixed system in play already for support request assignment. Every staff member can respond to a support request.

Prefixes are assigned by permission level :

1. Open - All new support requests are sent here. Chat mods can help by responding to simple questions here.
2. Moderator - This is higher level support which requires input from a moderator.
3. Scam Resolver
4. Resource Moderator

All support requests are answered in these 'queues'. The few cases a support request is assigned to a specific staff member may be something particular such as a ban appeal, which are directed to the staff member who banned the appealing user.

Once a staff member decides to pick up any old support request, they will assign the report to their name to mark it.

Anything higher level than that does get directed to Justis R.

Just randomly assigning reports to each staff member is far more inefficient and may lead to longer response times. By having 'open' queues, a staff member can chip in however much they can whenever they choose to.

 

[Candidates]

We have a mixed system in play already for support request assignment. Every staff member can respond to a support request.

Prefixes are assigned by permission level :

1. Open - All new support requests are sent here. Chat mods can help by responding to simple questions here.
2. Moderator - This is higher level support which requires input from a moderator.
3. Scam Resolver
4. Resource Moderator

All support requests are answered in these 'queues'. The few cases a support request is assigned to a specific staff member may be something particular such as a ban appeal, which are directed to the staff member who banned the appealing user.

Once a staff member decides to pick up any old support request, they will assign the report to their name to mark it.

Anything higher level than that does get directed to Justis R.

Just randomly assigning reports to each staff member is far more inefficient and may lead to longer response times. By having 'open' queues, a staff member can chip in however much they can whenever they choose to.

No-one has even replied to my false rep yet c;

 

[SwagiWagi]

We have a mixed system in play already for support request assignment. Every staff member can respond to a support request.

Prefixes are assigned by permission level :

1. Open - All new support requests are sent here. Chat mods can help by responding to simple questions here.
2. Moderator - This is higher level support which requires input from a moderator.
3. Scam Resolver
4. Resource Moderator

All support requests are answered in these 'queues'. The few cases a support request is assigned to a specific staff member may be something particular such as a ban appeal, which are directed to the staff member who banned the appealing user.

Once a staff member decides to pick up any old support request, they will assign the report to their name to mark it.

Anything higher level than that does get directed to Justis R.

Just randomly assigning reports to each staff member is far more inefficient and may lead to longer response times. By having 'open' queues, a staff member can chip in however much they can whenever they choose to.

Well, in theory that should work, but I’m not the first one to say it’s just taking so much time to get a reasponse.
Then adding more man power to the support, to the correct level should probably help.

 

[Lotus]

Well, in theory that should work, but I’m not the first one to say it’s just taking so much time to get a reasponse.
Then adding more man power to the support, to the correct level should probably help.

Manpower is certainly something we are addressing. That is why we have so many chat moderators at this current point and time. We do want to promote our chat moderators, but we can only do so when we believe they are fully capable.

I suppose the aim of expanding the team so rapidly is to make MCM less of a ‘chore’ and more relaxed for us. Support is always affected in these times. For me for example, my own education obviously takes priority over MCM. That changes when it’s holiday season where I have a lot more free time.

 

[SwagiWagi]

Manpower is certainly something we are addressing. That is why we have so many chat moderators at this current point and time. We do want to promote our chat moderators, but we can only do so when we believe they are fully capable.

I suppose the aim of expanding the team so rapidly is to make MCM less of a ‘chore’ and more relaxed for us. Support is always affected in these times. For me for example, my own education obviously takes priority over MCM. That changes when it’s holiday season where I have a lot more free time.

Alright, glad to hear you’re doing something about it.

 

[Kyus]

We have a mixed system in play already for support request assignment. Every staff member can respond to a support request.

Prefixes are assigned by permission level :

1. Open - All new support requests are sent here. Chat mods can help by responding to simple questions here.
2. Moderator - This is higher level support which requires input from a moderator.
3. Scam Resolver
4. Resource Moderator

All support requests are answered in these 'queues'. The few cases a support request is assigned to a specific staff member may be something particular such as a ban appeal, which are directed to the staff member who banned the appealing user.

Once a staff member decides to pick up any old support request, they will assign the report to their name to mark it.

Anything higher level than that does get directed to Justis R.

Just randomly assigning reports to each staff member is far more inefficient and may lead to longer response times. By having 'open' queues, a staff member can chip in however much they can whenever they choose to.

Perhaps a better suggestion in this case would be to recruit some more "Higher up" people, or even hire people that just focus on support requests so that it doesn't all have to fall on one guy's shoulders.

 

[utaninja]

I had a staff claim my support request, answer once and then disappear for over a week. This led me to losing the evidence they told me that I needed.
I'm happy with staff responding fairly soon but I would wish that staff kept responding till they close it.

Staff respond to their oldest supports request. That way no single support request is extremely outdated. That’s why there’s such a big gap between posts. For you it’s a big gap. For staff there’s no gap, oldest to newest.

 

[utaninja]

That doesn't make sense. I got a response in under a day first, but after that then it went a week. Don't believe that it takes a week, when they apparently weren't back logged. (My conclusion.)

The first response was probably the staff member telling you he moved the thread. Not the staff member who claimed it.

It can take well over a week for a support request depending on the staff member.

Perhaps a better suggestion in this case would be to recruit some more "Higher up" people, or even hire people that just focus on support requests so that it doesn't all have to fall on one guy's shoulders.

It’s easy to say that we should just hire more people. It’s extremely difficult to find candidates that fit staff material. Which is why we opened staff applications.

 

[SwagiWagi]

The first response was probably the staff member telling you he moved the thread. Not the staff member who claimed it.

It can take well over a week for a support request depending on the staff member.


It’s easy to say that we should just hire more people. It’s extremely difficult to find candidates that fit staff material. Which is why we opened staff applications.

In my case it’s been more than a month, but I get it, waiting

 

[Candidates]

Manpower has been a struggle with MCM since you don't want to have abusive staff. The staff are perfect right now, and as we add new people it may change the whole feel of MCM. For sure, the staff needs more people in the support area or someone who is as high as justis r since justis may get many requests a day. MCM shouldn't end up with 30 day waits for support requests it's ridiculous.

I'd want people on MCM and the staff to enjoy working on it, enjoy talking to people looking at support requests not just fell as if your forced to do it

And Lotus, love your work

Staff are not perfect right now, infact there is a need of more man power than ever needed before. Been waiting for weeks for my false rep to be sorted, yet no staff to reply in the dispute.

 

[Mick]

Since the time this suggestion was made we have almost doubled the size of our staff team, and are still working on growing it further. The problem with growing our staff team is that we can't promote new moderators quick enough since they must go through the chat moderator and reputation moderator role first before becoming a full moderator.

A specialised role for support requests is not the solution to the problem.

Denied, thanks for the suggestion.