A quick look shows most get answered the same day or the next. And then
a few going longer than that, and some of them take a week or even more.
Email is not high priority, which is why we say again and again and again:
CALL US.
If you need immediate response call and open a high priority ticket. Until
they work the bugs out of the call tracking system to allow us to cut email
over into it, so that it is treated the same as phone calls, it isn't the
way to handle priority incidents.
Right now the way it works is Theo does his best to answer it as it comes
in, but it is more than one (sane) person can deal with. So a backlog
develops. That gets dumped over to Gryphon periodically, and he works it
down. What ends up happening is the more complex, time consuming issues
wait the longest. If you have 20 quesions, 2 hard and 18 moderate, do you
make 18 people wait for 2, or 2 for 18?
Right now it is being run out of a standard mail folder, so it is next to
impossible to coordinate more than one person working it. Believe me, we've
tried. It ended up hurting response times and too many emails got completely
overlooked in the confusion. The current system is the best we've found
so far.
We know it isn't acceptable, it was supposed to have been cut over to the
call tracking system around the first of the year. It is now 10/31 and
the system is still too buggy to use for email. We're not happy about it
either. Supposedly the next release will finally have the bugs worked out,
we're waiting to see. It is frustrating to us too.
-MZ
-- Livingston Enterprises - Chair, Department of Interstitial Affairs Phone: 800-458-9966 510-426-0770 FAX: 510-426-8951 megazone@livingston.com For support requests: support@livingston.com <http://www.livingston.com/> Snail mail: 6920 Koll Center Parkway #220, Pleasanton, CA 94566