Support staff.

[kitcat]

Hi,
So now that MCM has a ticket system I think that there should be one or two dedicated staff members ("support staff") that should be assigned the task of managing, answering, and moderating these tickets, as well as generally answering any queries the community has.
Since there are so many Chat Moderators, I'd recommend some of these new hypothetical staff get taken out of there.

Anyhow, let me know if you think this is a good idea!
Thanks,
Kian / Kitcat.

 

[Justis]

I don't believe there is a need for any more staff to handle tickets than we already have.
Nor do I think there is anyone more qualified for the position than the people we already have.

Still, make a poll.

 

[kitcat]

I don't believe there is a need for any more staff to handle tickets than we already have.
Nor do I think there is anyone more qualified for the position than the people we already have.

Still, make a poll.

Yeah, I'm not too sure exactly what's going on behind the scenes, but I just thought this would make the process more cohesive and efficient, as well as taking a load off other people's backs.

 

[Saucy]

I don't believe there is a need for any more staff to handle tickets than we already have.
Nor do I think there is anyone more qualified for the position than the people we already have.

Still, make a poll.

So people that have more experience and have been here longer in the MCM community aren't qualified?

 

[Shortninja]

Justis There are plenty of people that are qualified to be staff, Mick just thinks that there are "too many" (refer to K3 being demoted because Mick wanted to promote somebody to Administrator).

 

[Justis]

So people that have more experience and have been here longer in the MCM community aren't qualified?

Justis There are plenty of people that are qualified to be staff, Mick just thinks that there are "too many" (refer to K3 being demoted because Mick wanted to promote somebody to Administrator).

You can think of someone?
I certainly can't.

I can't think of a single user qualified for staff that isn't already.
(Though my standards are extremely high)

Sonnet I don't believe adding even more, even lower quality staff will resolve your problems.
If anything it will cause more.

 

[Eqs]

no.

 

[Amazon]

Wait wait.

It's come down to the staff adding another feature and the community firing back. It's sad to see things like this happen because the staff always think they come up with the best ideas and in the end, it doesn't work (most of the time) because nobody wants to do anything about it. I always come on and voice my opinion because it's basically all you see happening when a new "change" occurs. Tickets are bugged, staff don't reply on time, or just don't think it's a priority.

Not saying anything should happen, just that staff should actually listen to the community instead of thinking otherwise.

Response from Admin about ticket:

 

[Shortninja]

Justis Did you see how fast Mick collected new shoutbox staff? He literally did that in under eight hours (trust me, I witnessed him bring up the idea of shoutbox moderators). If he can do that, he can decide the staff that can moderate other parts of the forum.

I will admit, though, there are SO MANY users that fake themselves to try being staff; that's when careful observations and research must be made.

No matter what, people will hate the new decisions. This is MCM, mate, the majority of the users hate everything..

 

[Saucy]

Justis I don't see how you think of yourself as any better than other people that have been here twice as long as you have. Others been in the community since day 1. Then others that come in all half ass get promoted? There should be ticket support agents, chat mods, and admins that is what makes this a company if that's what I'm seeing it turning into now. If the ticket system was made why is it so low of priority? If new chat box was made why weren't their chat-mods before hand? You guys should use something called the decision making process instead of hopping on the bus with no gas and trying to gun everything. That's why everything is broken as is.

 

[Amazon]

Saucy really made a point and suggestion in that comment
.

 

[Saucy]

Saucy really made a point and suggestion in that comment
.

Love all around hehe.

 

[kitcat]

Justis Did you see how fast Mick collected new shoutbox staff? He literally did that in under eight hours (trust me, I witnessed him bring up the idea of shoutbox moderators). If he can do that, he can decide the staff that can moderate other parts of the forum.

I will admit, though, there are SO MANY users that fake themselves to try being staff; that's when careful observations and research must be made.

No matter what, people will hate the new decisions. This is MCM, mate, the majority of the users hate everything.

Sad but true.

 

[Justis]

Justis I don't see how you think of yourself as any better than other people that have been here twice as long as you have. Others been in the community since day 1. Then others that come in all half ass get promoted? There should be ticket support agents, chat mods, and admins that is what makes this a company if that's what I'm seeing it turning into now. If the ticket system was made why is it so low of priority? If new chat box was made why weren't their chat-mods before hand? You guys should use something called the decision making process instead of hopping on the bus with no gas and trying to gun everything. That's why everything is broken as is.

First off... It's impossible for ANYONE to have been on twice as long as I have, because the forums didn't exist that long, buckaroo. xD
One of the first 200 members to join.
Secondly... What does how long you've been here have anything to do with how well you preform administrative duties on a forum?
You get lucky, and you find this place early, and somehow you're instantly more qualified than other members? Somehow you instantly care more about the forums and it's community's well being?
That's not true, and you know it.
We have chat mods, we have admins...
Ticket support agents we don't have for the plain and simple fact that they can't do anything.
A huge majority of the requests that come in require administrative action in order to be resolved.
Ticket support staff would either need administrator perms, or they would only be able to say "Wait for an admin".
At that point, either make them admin, or get rid of them.

That is what I'm saying.

 

[Saucy]

First off... It's impossible for ANYONE to have been on twice as long as I have, because the forums didn't exist that long, buckaroo. xD
One of the first 200 members to join.
Secondly... What does how long you've been here have anything to do with how well you preform administrative duties on a forum?
You get lucky, and you find this place early, and somehow you're instantly more qualified than other members? Somehow you instantly care more about the forums and it's community's well being?
That's not true, and you know it.
We have chat mods, we have admins...
Ticket support agents we don't have for the plain and simple fact that they can't do anything.
A huge majority of the requests that come in require administrative action in order to be resolved.
Ticket support staff would either need administrator perms, or they would only be able to say "Wait for an admin".
At that point, either make them admin, or get rid of them.

That is what I'm saying.

No, not at all. Long time members have more experience and well being in the community. Most top members with ratings that actually RELATE to members and have a connection are the ones who should be there because OBVIOUSLY they didn't fuck around to get where they are. You come across like you're full of yourself lmao...have fun with that.

 

[Amazon]

Justis, I see where you are coming from with how long being here doesn't connect to experience in a rank. But you do understand, people on here expect good things from the forums not threads like this and you can find another comment I left on another thread like this one saying the same thing over and over again. The fact that staff ignore people like us is unfortunate. I'm not fairly new but I understand well to know when something is bad and right now, it's bad. You people should listen to us as a community because if we left, where would MC-Market be? Think hard about that one. Obviously it's not helping the case that is currently being argued about. You say there is staff, but where are half of them? Inactive or what? I know only a few staff members who actually do a decent job around here and I say decent because they do something while some staff don't do anything or some aren't even active. You say it's such a hard job but it's even more difficult for the community when things aren't working out. You say the community is fine with the staff we have now but why are threads like this still being made and why are you still defending comments that are useful? Look at my screenshot and tell me that is something helpful? Clearly it's not. It's a ticket god damn it. It should be resolved no problem, hell, I get a reply saying they'll do it when they want. I wonder how many other tickets haven't been responded to. I can guarentee it's not just me my friend, we are a community and we don't stop in till we work things out as one. Threads like this keep breaking out because obviously something isn't right, not just with features but in general, something isn't right.

 

[Justis]

No, not at all. Long time members have more experience and well being in the community. Most top members with ratings that actually RELATE to members and have a connection are the ones who should be there because OBVIOUSLY they didn't fuck around to get where they are. You come across like you're full of yourself lmao...have fun with that.

"Full of yourself" You sound just like my girlfriend. xD
She always says that.

Anyways.
Yes, those people would likely be considered for a staff position... But as I said, those people have already been chosen, have they not?
Who are you thinking of?

Justis, I see where you are coming from with how long being here doesn't connect to experience in a rank. But you do understand, people on here expect good things from the forums not threads like this and you can find another comment I left on another thread like this one saying the same thing over and over again. The fact that staff ignore people like us is unfortunate. I'm not fairly new but I understand well to know when something is bad and right now, it's bad. You people should listen to us as a community because if we left, where would MC-Market be? Think hard about that one. Obviously it's not helping the case that is currently being argued about. You say there is staff, but where are half of them? Inactive or what? I know only a few staff members who actually do a decent job around here and I say decent because they do something while some staff don't do anything or some aren't even active. You say it's such a hard job but it's even more difficult for the community when things aren't working out. You say the community is fine with the staff we have now but why are threads like this still being made and why are you still defending comments that are useful? Look at my screenshot and tell me that is something helpful? Clearly it's not. It's a ticket god damn it. It should be resolved no problem, hell, I get a reply saying they'll do it when they want. I wonder how many other tickets haven't been responded to. I can guarentee it's not just me my friend, we are a community and we don't stop in till we work things out as one. Threads like this keep breaking out because obviously something isn't right, not just with features but in general, something isn't right.

I'm not saying what we have right now is perfect. I know it's not.
I'm saying it's likely the best we can do.

There exists not one person on this site who is absolutely flawless.
Not one perfect member...
But we can get close.
I do believe that we have ourselves one of the best possible teams we could have put together, with who is currently available to us.

It is not my understanding that staff ignore people.
I'd like to know the context of that ticket...
But I have no doubts that what bebo said was true.
He's not the type of person to push something off for no reason.

Just because it wasn't resolved "no problem" with bebo, doesn't mean it would have been resolved with a different staff team.

Threads like this will always break out, because MCM will never be perfect and we will always be pushing for it to be.
That doesn't mean that every suggestion that pops out in the name of bettering the community will actually better it.
More staff, from my perspective, will only make the situation worse, and I have reasons for believing that.

Plus... The moment MCM pumps out more staff, there will immediately be five "Remove the new staff threads" following, asking why on earth we listened to the one "More staff" thread.
We can't please everyone.

 

[Saucy]

"Full of yourself" You sound just like my girlfriend. xD
She always says that.

Anyways.
Yes, those people would likely be considered for a staff position... But as I said, those people have already been chosen, have they not?
Who are you thinking of?

I'm not saying what we have right now is perfect. I know it's not.
I'm saying it's likely the best we can do.

There exists not one person on this site who is absolutely flawless.
Not one perfect member...
But we can get close.
I do believe that we have ourselves one of the best possible teams we could have put together, with who is currently available to us.

It is not my understanding that staff ignore people.
I'd like to know the context of that ticket...
But I have no doubts that what bebo said was true.
He's not the type of person to push something off for no reason.

Just because it wasn't resolved "no problem" with bebo, doesn't mean it would have been resolved with a different staff team.

Threads like this will always break out, because MCM will never be perfect and we will always be pushing for it to be.
That doesn't mean that every suggestion that pops out in the name of bettering the community will actually better it.
More staff, from my perspective, will only make the situation worse, and I have reasons for believing that.

Plus... The moment MCM pumps out more staff, there will immediately be five "Remove the new staff threads" following, asking why on earth we listened to the one "More staff" thread.
We can't please everyone.

It's easy as go to the members tab and see the top users man, not to be rude but what the hell? Is the whole staff board blind as fuck?

 

[Shortninja]

Justis Why are you speaking so condescendingly?

Did you note that people complained when YOU became staff (well, they complain about shoutbox moderators in general, but whatever), yet you are acting like MORE staff complaints will bother you? Is it now that you are a humble shoutbox moderator, there is no need for staff? Last night, the entire shoutbox was fucked for over ten minutes and MICK had to come in to save the day.

You don't realize that the community will complain no matter what, so the actions that must be taken in order to further fix the problems that are underlying should be judged based on what is already an issue currently, not what the people are making it out to be. If there is less staff, you will not be just seeing "more staff" threads, but threads regarding the lack of support from staff.