Support Ticket Suggestion

[Xplorer4x4]

Seeing as only one tech gets assigned to a support ticket it would be nice if you guys incorperated the online/offline feature in order to let members know that the tech asigned is online or not. This way we know weather we can expect a reply soon or not.

[martync]

Nice idea

Martyn

[Martin]

Seeing as only one tech gets assigned to a support ticket it would be nice if you guys incorperated the online/offline feature in order to let members know that the tech asigned is online or not. This way we know weather we can expect a reply soon or not.

Not a good idea at all.

Say you have a ticket where a new style has borked on you and you see I'm assigned to the ticket and online, but I'm currently working on another ticket where a guy has had a major server crash and I'm trying to help him recover his database. You're going to get frustrated and impatient because you see I'm online, but you have no idea what I'm working on and are wondering why I'm not replying to your ticket, so you start emailing repeatedly asking what's going on and I have to take time off of dealing with a major problem to tell you that I will get to your minor one when I'm finished.

Just not a good idea.

[eXaulz]

Hmm. Martin, you're 100% right. But, what if it said something like:

Online (currently viewing another ticket)

When something like that happens. Or, show something like:

Online (currently viewing this ticket)

And, when offline:

Offline

[Wayne Luke]

Tickets are not the only thing we do. We have to devote time to phones (which take highest priority), tickets, installs, upgrades, forums, and more. Simply because we are online doesn't mean we are immediately available to help a particular ticket. We have to do things in a round robin fashion with the most pressing issues first. Depending on what we are doing, we may not even be viewing this site or the support system for a while.