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Personal Support Ticket & Board Changes
Topic Started: Apr 1 2014, 05:01 PM (343 Views)
Ferby
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Nicolas
Apr 1 2014, 04:52 PM
And once again I will remind everybody that this topic is not for airing complaints.
Isn't this section for feedback? Feedback can come in the form of a complaint as flying cat is providing useful feedback on possible support issues.

As for the tickets, I have had a pending ticket for some time now on why we're not allowing to edit topic titles/descriptions on the support board and yet no one has provided an answer. This is a simple question. It's not because staff have other support tickets at a higher priority as they were more than willing to archive an old ticket of mine when I requested it. I'd much like to know why some tickets are being ignored. Even if the answer is "I'm sorry Ferby, we're not allowed to tell you". I want to be treated as human, not someone to be pushed aside. As feedback: increasing support would be a good idea as some tickets get ignored.

:)
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Nicolas
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"PLES RING IF AN RNSER IS REQIRD."

While this forum is for feedback, that topic is about the resource team. So I've split your reply to a new topic.
Feedback is also distinct from complaining. Complaining is explicitly negative and offers nothing in terms of solution or a way forward. Feedback provides opportunities for improvement. Meandering topics that hit on every possible area of complaint become problems quickly - as I'm sure you could see in how that topic wandered.

Unfortunately, personal support tickets often fall off the radar because we don't have a very good system for keeping track of them. That's a fair criticism of our system and one we're all too aware of. It's tickets coming in from boards which the majority of our focus goes to. I'll take a look at your PST sometime tomorrow (I've found it, but am about to head out). You certainly weren't being pushed aside - the sad reality is simply that nobody has been likely to really see it at all yet.

"Increasing support" - wonderful. I'd love to. Now we're all volunteers, in school, with jobs, and it's the end of a semester. How do we do that exactly?
"Hire more people" - awesome! Who has been active for a while, understands the board rules, consistently provides exceptional support, and has proven themselves to be trustworthy? Very few people (and this is a conversation we have all the time as staff).
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