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skeetley
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« on: February 25, 2004, 06:35:22 AM » |
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So what do you guys think of the new LP help desk?
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Ripta
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« Reply #1 on: February 25, 2004, 07:16:34 AM » |
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Well, history of past problems isn't on the new helpdesk. But it gets annoying having an email saying "A technician replied", but the message wasn't included in the email. So I have to check it myself. I can't remember how the last desk did it, though  |
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Danielle
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« Reply #2 on: February 25, 2004, 07:30:04 AM » |
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Hi,
On the last desk, the message response was included in the email. For the new one, the message is online and you have to click on the link in the email. I can mention it to Kathleen to see if this can be changed.
As for myself, I love the new help desk because it is fast, unbelievably fast. It also has a lot more options to choose from, which is awesome. We now include an alternate email field on the form to support, which is helpful since sometimes people might have an email issue, and including 2 emails helps us to make sure at least one gets through to the person.
As for past history, the old desk still has previous tickets. We can log into both to look at past tickets (usually better if you include the previous ticket number though).
Thanks
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skeetley
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« Reply #3 on: February 25, 2004, 08:04:01 AM » |
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I think I may know why the new help desk is so fast. They stopped helping unless the problem is their fault. I sent in a request last night. It was a simple request, just a change in my .htaccess file. I would have done it myself, but I screwed it up once before and Jay told me not to mess around in there anymore. A while a go I needed a change, emailed support and Monica made the change quickly and smoothly. Last night, I get this back... "I apologize for the inconveience, however we will be unable to assist you with this issue. We are here to assist our customers if there is a situation that is believed to be caused by our servers or plans." It's not like I was asking the guy to design me a webpage or something. In fact, I was following the request of Jay. So I guess the "help" part is now, "just email us when you need changes that result in us making money or if we screw up, but we never screw up" Man, the help desk used to be so darn helpful. Now they just want us to come to the forum. "We have provided our open forum at http://www.lunarforums.com/ to assist our customers with building their sites and debugging code. Please post the problem in the forums to see if any of our members or moderators can assist you with this." I guess the bright side is we will soon be seeing a lot more of the LunarPages community members in here... |
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Danielle
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« Reply #4 on: February 25, 2004, 08:08:12 AM » |
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Hi Skeetley, It could be that the representative who responded was a newer employee. If you resend the message with ATTENTION DANIELLE in the response and request that I do it, I can make the change for you. Please note that I do not get home until later today, however, and won't be able to get the ticket done until that time. In the response, please ensure you have included your username, last 4 digits of your credit card on file with us, and authorization to make the change (and hey, I'm not asking for the card to charge you for the service, so don't worry, it's just for ownership verification  ). Include again the exact information you would like added to htaccess and any details that might be helpful. Thanks |
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skeetley
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« Reply #5 on: February 25, 2004, 09:01:38 AM » |
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Danielle, I was wondering if the staff member was new. I had not seen this person's name before. When I emailed support I did include all the information, username, cc #, etc... I appreciate your willingness to assist me, but I think I have it figured out. I had to do a lot of reading this morning to try and make sure I knew what I was doing. It would have been so much simpler if my issue didn't involve my addon domain. There isn't too much help out there for that, all the help seems to be for basic top level domain stuff. It took me a couple tries, but I finally got it working...for now.  And I am not mad, I was shocked more than anything. Support is part of what makes LP so great. I was worried they had changed their mandate or something. 
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Jwink3101
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« Reply #6 on: February 25, 2004, 05:22:35 PM » |
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I have not seen the new desk becuase i haven't sent anything to support. What software is it now useing. http://support.lunarpages.com/ still seems to be running the old software |
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-Justin Winokur
"The Music is reversible but time is not. Turn Back! Turn Back! Turn Back! Turn Back!" - Intentional backmasking in ELO's Fire On High.
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skeetley
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« Reply #7 on: February 25, 2004, 06:01:26 PM » |
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Powered by DeskPRO v2.0.1 is what they are using....
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Ripta
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« Reply #8 on: February 26, 2004, 12:32:08 AM » |
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I have not seen the new desk becuase i haven't sent anything to support. What software is it now useing. http://support.lunarpages.com/ still seems to be running the old software is the address of the new help desk. Anyway, I sent in a ticket to support filled with security related questions. I needed it to resolve a "disagreement" with a client, which was very urgent to me. However, support has not replied back to me. Now, the disagreement has been settled, but this is the first time LP's support doesn't contact back within several hours.  Oh well, I don't need the answers right now, so should I just close the darn ticket? |
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Danielle
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« Reply #9 on: February 26, 2004, 06:44:52 AM » |
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Hi binaryblue,
I am not certain why the reply wouldn't have been in a few hours either. If the issue is resolved, you could simply close the ticket, but I apologize you weren't responded to by us. Do you happen to have the ticket number that I could use to look into the matter?
Thanks
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TWebMan
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« Reply #10 on: February 26, 2004, 07:43:14 AM » |
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Danielle, a fast help desk? Ah, how wonderful for you guys!
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"Computers cause people to make more mistakes than any other invention in history, with the possible exception of handguns and tequila." - Unknown "Liberty of any kind is seldom lost all at once." - D. Hume Every day is an Ode to JoyThe planet will be fine... and so will your site |
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Danielle
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« Reply #11 on: February 26, 2004, 08:22:15 AM » |
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Yes, it certainly is.  All of us love Kathleen for getting it done so quickly for us. It is nice to have a desk that has so many options and is so quick. |
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Boris
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« Reply #12 on: February 26, 2004, 10:03:53 PM » |
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Yes, I would give Kathleen and Max bigs hugs for getting it done so quickly. Justin, don't lie, i know you couldn't resist sending in a ticket (I still don't really think its a security flaw. but heh. I think a tech (ryan?) was looking at it today. Hopefully ) |
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Questions on graphics? Visit the lunarpages Graphics forum!
Bugging Danielle daily since 2003.
Have a Lunar Day!
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Ripta
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« Reply #13 on: February 26, 2004, 10:28:48 PM » |
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Hi binaryblue,
I am not certain why the reply wouldn't have been in a few hours either. If the issue is resolved, you could simply close the ticket, but I apologize you weren't responded to by us. Do you happen to have the ticket number that I could use to look into the matter?
Thanks Hey, a support staff replied by the afternoon of the 26th. However, the reply was FAR LESS than what I had expected. It's so annoying when I ask a long question but one answers in two lines and then saying "Hope this helps. Have a great day." This is the first time I'm even slightly dissatisfied with an answer from support. Not because of the waiting time which was acceptable, but due to the short answer. I don't really know what to do. Anyway, Danielle, if you'd like to look into it, my ticket is 6106-BMGV-8353. Also, is there a way to rate a support's answer? Or feedback on things like this? Anyways, I got the answer through email now so at least that's a good thing . |
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ZenGyro
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« Reply #14 on: February 27, 2004, 09:16:03 PM » |
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I rather like the new helpdesk.
it was a nice change from the other support tickets I sent in XD
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