Helpdesk suggestion

[kaspaas]

Hi,

There has been a lot of griping around the helpdesk.

Two suggestions:

Firstly: A web page and e-mail address where problems can be logged and ticket numbers are issued that can be used for followup.

Secondly: If I called the helpdesk, it would be nice to receive a ticket number first thing to enable me to followup. It would be even better if an e-mail is sent as soon as I put the phone down with just a short remark on the issue, the ticketnumber and "If you are not happy with the support, please call xyz at ...."

I believe that such a system will reduce the amount of problems - operators will know that they must deliver or refer to highr authority. And if their are real problems, they can be handled immediately

Users will know that their problem is actually attended to, and if not, the communication route is clearly set out.

 

[Pumba]

Kaspaas,

Whenever I phone the HelpDesk, I demand a TT. (And I get it). Even if it is a "so-called" national or regional Blackout. I want my number.

Remember, Telkom has a policy that if they don't fix within 24 hours, you can ask for credit. But if you do not have a TT, they will laugh at you. I keep all my TT's for future reference.

 

[ASF]

How about this for an idea:

Why don't we put up a forum where members can post their TT's, date & timestamp with a followup post with reason, date & timestamp when the TT is cleared.

That way over time we will build up our stats on trouble tickets, service levels etc etc. We may not have ALL the data but at least it would be better than the stats that Mr White is making available...

Just a thought.