Better ticket response times

[Polarbears]

Since MCM staff seem busy at times a neat feature I thought you might want to add is the ability for the user who opened the ticket to prioritize the ticket. This means on a scale of 1-3 they can choose the priority of the issue. (1 being the greatest and most important) You might be thinking, but then everyone will just put 1? Yes, but since there is no scale right now aren't they all set to 1? Having a priority system set by the user allows the staff to know how urgent it is. Some people, might actually be honest and truthfully set it to what is needed, so it could be effective so it could just narrow it down a bit easier leading the thing we all want a quicker response time. As of now, besides the title of the ticket staff can't really narrow down what is super critical. Its almost like the priority feature on the whmcs panel.

 

[Justis]

If we go with your suggestion, then we’ll effectively be prioritizing dishonest people over honest people. That’s not fair. It’s much fairer if everyone gets seen to based solely on ticket submission time. In other words, everyone waits their turn.

 

[NameAidan]

Since MCM staff seem busy at times a neat feature I thought you might want to add is the ability for the user who opened the ticket to prioritize the ticket. This means on a scale of 1-3 they can choose the priority of the issue. (1 being the greatest and most important) You might be thinking, but then everyone will just put 1? Yes, but since there is no scale right now aren't they all set to 1? Having a priority system set by the user allows the staff to know how urgent it is. Some people, might actually be honest and truthfully set it to what is needed, so it could be effective so it could just narrow it down a bit easier leading the thing we all want a quicker response time. As of now, besides the title of the ticket staff can't really narrow down what is super critical. Its almost like the priority feature on the whmcs panel.

Honestly, I agree. I have even seen it on scam reports. It will be from over a month ago and they will just be getting around to it. Like imagine getting scammed of $150 and having to wait over a month just to have them say "person's name - what is your reply to this scam report?", I think they are doing a good job overall, just maybe have more staff be added to the team so that tickets, reports, etc. get answered in a timely manner. I do think it would keep the people who are honest and put a 3 on the importance to never get their ticket answered so that system wouldn't work.

 

[BOOP]

Its almost like the priority feature on the whmcs panel.

Most people just set their priority to high anyways lmao

 

[NameAidan]

Something like this: https://www.mc-market.org/threads/582012/ can't happen. That's over a month ago and that's exactly what I was talking about.

 

[Cal]

If we go with your suggestion, then we’ll effectively be prioritizing dishonest people over honest people. That’s not fair. It’s much fairer if everyone gets seen to based solely on ticket submission time. In other words, everyone waits their turn.

Instead of trusting the users, a simple sorting system may be good. Scan for keywords/phrases that the team decides are important and pulls them into a separate queue.
This same technology could be used to filter through a lot of similar tickets at once and handle them simultaneously. Should save time switching between different tasks in a presumably random order, instead, one team member could go through a queue and handle all the questions about rules, another all the questions about reputations.

I believe right now, though I could be mistaken, support requests are manually classified, but a simple sorting system would likely remove a good portion of requests, leaving less to be manually categorized.

 

[manhattan]

u bet ur ass im gonna be smackin high priority on everything, and i bet a lot of people will do the same

 

[Polarbears]

u bet ur ass im gonna be smackin high priority on everything, and i bet a lot of people will do the same

Yeah thought some people would have the brain and maturity and say "You know what this isn't that important let me lower the priority" so this idea is a bust

 

[J A M E S]

In an idealistic world this would work great, however this is not the case. Everyone would unfortunately put high priority

 

[Polarbears]

Dumb suggestion

thats specific

 

[Zyger]

I think instead there should be a staff member that goes over the tickets and assigns the priority so there's no bias.

 

[Scroll32]

I think instead there should be a staff member that goes over the tickets and assigns the priority so there's no bias.

Agree with this, even though human judgement in itself is bias.

 

[Mick]

In an idealistic world this would work great, however this is not the case. Everyone would unfortunately put high priority

Indeed, this is unfortunately the case. The tickets addon that we currently use has priority functionality built into it, and I was going to have it enabled when we first switched over to this but people ended up abusing it and making even very clearly low-priority things marked as high-priority.

The most fair and reasonable way for us to do it is based on the ticket start date, which is how it is done at the moment.

Denied, thanks for the suggestion