Spread Out Your Customer Service Requests Or Lose Your Place In Line

Spread Out Your Customer Service Requests or Lose Your Place in Line

If you have a customer service request or inquiry, it pays to be patient. StackSocial writes that helpdesk software will send users who submit inquiries too close together to the back of the line, which means both requests will take longer to be addressed.

Picture: Dell

Helpdesks are intuitive software that help support teams manage inquiries more effectively. When you submit an inquiry, it goes to the end of the queue of all pending customer inquiries. One of the best features of a helpdesk is it's ability to group multiple inquiries from one user. The problem is, when a user submits a second inquiry, the helpdesk combines it with the previous inquiry and sends it to the back of the line. Granted this is a user experience flaw that needs to be fixed, that is the norm as of now. I highly suggest waiting 4-5 business days before sending additional inquiries. If you choose to send another inquiry, I suggest using an alternative email to avoid potentially losing your place "in line".

That's definitely a flaw, and perhaps not all helpdesk software has it. But spread out your messages, just in case, or, as the article suggests, send your next message from a different email account.

Best Customer Service: Tips from a former support representative [StackSocial]


    What kind of crappy ticketing system are they using there? Everywhere I've worked has kept tickets separately.
    Only way I can think of how to pull this ugly "back-of-the-line" action in software I've worked with would be to screw up the sort options. Set yourself back to a datelogged ordering!

    Very likely a myth started by someone who writes multiple angry, impatient and ranting tickets and found themselves triaged into the floor. Finding their ranty, sweary issues were never addressed they tried to rationalise the problem onto the system instead of their own words.

    There are some pretty important world standards to do with ticket handling, none of them will match a ticket by email and send it back to the end of the queue. So, unless some company has invented their own system ignoring world's best practices you can take this whole article as being nonfactual junk.

    The trick is to write calmly and rationally and keep it all in one place. Submitting a second ticket on the same issue is a hugely bad thing. Just add stuff to the first. The only time you should need a second ticket is for a completely separate problem.

    That is a curious case because most if not all helpdesk software has to be designed to do things by the humans using them. Most have the capability to group emails into a problem using word analytics which bring it closer to the pile to specific people but again this has to be designed by a human.

    Helpdesk software does what it is told with specific arguments built in to follow ITIL and other service management methodologies. It is not in the business of putting jobs to the bottom of the queue.

    Nearly all helpdesk software required a human to place the job in the queue and all helpdesk software is managed via sla's based off the date the user logs the request/issue/query.

    Sorry to say but this is an indication of crap reasoning of why someones service agreement is dodgy.


    Last edited 12/01/14 8:49 am

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