Support Tickets Discussion

[Stevos]

Let's talk about the support ticket system here.
The system is obviously not working if many people agree that mailing Ron or Dana or Laura or whomever directly is the fastest way to get a support ticket answered.
But people do this because of this one reason:
I expect my tickets to be answered with at least something like "we're looking into it" or something, within 2 hours, and a solid response in 4. I don't think I am being unrealistic here.
I understand Aletia lost some support people recently, but I never got a discount because of this, and therefore I think I should expect the same level of support.

Anyone have any thoughts? How long do you expect for a ticket to be answered?

[Nothlit]

To me, it depends upon the severity of the ticket. A major failure should be dealt with within a couple of hours. A minor question or isolated glitch somewhere could take a day or two, and I wouldn't care much.

[Julian Muñoz]

I've sent some questions and complaints. Those were replied within 5 minutes.

When I requested a new module, or multi hosted domain, I got a reply in 3 or 4 hours.

Right now, I have a problem with ImageMagick. I will send another ticket tomorrow to see if they fix it.

[Airfun]

In the last few weeks my few tickets have taken up to a couple days to get dealt with, but they weren't serious isues.

Since I was afflicted with the Scorpion move I've had a few of major problems. My tickets have been answered within a couple hours down to a few minutes, I'm pleased. There was a flurry back and forth today, everything was fixed up perfectly by the end of the day. I'm hoping this means we are back to what I got when I first chose Aletia for hosting.

[clio]

moving to aletia chit chat since it's a question about aletia and not a support request.

[GREG3f]

Does support have access to the full ticket?

I usually submit and reply to tickets via the web interface and quite often I get questions from support that were answered in my initial question or problem. Can they not read all the responses from the beginning of the ticket, or do they just not bother?

[sgvsc]

I've been happy with the ticket system lately. Last night for instance I requested some domains be parked at my site and it was taken care of almost immediately. Granted that was pretty simple and standard, but I did ask for custom mail forwarding for those domains and after a couple of messages it was all set.

I do have one gripe. It would be nice to be able to search for all tickets for a given username. You may forget the ticket number, but you should know your name .

Also I find that the more direct you can be and the more info you can give regarding the problem and possible solution, the better off you are. OK, so not everyone has a system adminstration background, but the more info you give the better. Just saying "X doesn't work" isn't enough. Be more specific and it will go along way.

[sillyalien]

I've been having good luck with the new ticket system. A couple of low priority tickets took a second submission to resolve problem, but the high-to-moderate-priority ones have been dealt with very swiftly.