The Corey Story

I work for b5media providing support to a network of 330+ blogs.  As the main line of support, it is critical that I keep a close eye on the support queue at all times.  One of the things I have noticed with my job is how critical response time is.  Whenever a ticket comes in the queue, I look at the difficulty of the task at hand and determine whether it is a quick fix or a long term issue.  If I think the ticket will last in the queue for more than a day, I typically respond to the person who sent the ticket in and let them know we received it.  I try to let them know who the ticket was assigned to and give them a general time frame it will take before the issue is resolved.  Without a relatively quick reply, people become nervous and wonder if their issue is being handled.  A quick note eases these tensions and gives the person enough information to know their issue is being considered.

If you work in a company with a support branch, it is imperative that responses be sent out quickly to the ticket senders.  An automated email doesn’t do the trick either as it is overlooked and not taken into consideration by the person sending in the ticket.  If someone in support takes a minute to construct a personal note, the person feels much more involved in the situation, which is positive for the company and the people involved.

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This entry was posted on Sunday, April 6th, 2008 at 11:48 am and is filed under Business, Tech. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.