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Ticket Reponse Times

Ticket Reponse Times

serverbearserverbear Member
edited August 2012 in General

We've been thinking about a few ways to benchmark this, lets forget the technical details for now.

Let me ask 2 questions:

As a user would ticket response times per host factor into your purchase decision?

Hosts, would you allow avg ticket response time benchmarks to be posted? Avg Response, Response by time of day, Day of week etc.**

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Comments

  • ZenZen Member
    edited August 2012

    I think averages are perfectly acceptable to publish, and matter to a large majority of the market.

    Get working on that WHMCS plugin buddy :) All it takes is one domino..

    I work for Nodisto.

  • Not following you @Randy, but for example via the WHMCS API you can get the Ticket Creation time & the time of the response. So technically you know the time it took.

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  • RandyRandy Disabled

    @Zen said: Get working on that WHMCS plugin buddy :)

    Glad, i am moving back to WHMCS

  • RandyRandy Disabled

    @serverbear said: Not following you @Randy, but for example via the WHMCS API you can get the Ticket Creation time & the time of the response. So technically you know the time it took.

    apologies. i understand what you meant now, edited out. (kinda sleepy sorry)

  • Ticket response time means nothing. Whether your problem was solved is what is important. And even better is to have the problem solved or avoided even before you open a ticket, so you don't need to open a ticket in the first place. Imagine a reply one minute after you open a ticket:

    Dear Sir, I will escalate your matter to our admin

    And then you wait 2 days for "the admin" to eventually do something. How does this help you?

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  • ZenZen Member

    @rds100

    Wouldn't be too hard to get user verified ratings of support and cross reference this data. But come to think of it reply times can be faked so easily.

    I work for Nodisto.

  • @rds100 Very valid point, I could imagine that if someone knew their response times were being monitored it might attract that sort of behavior.

    You could track:

    Time to respond Number of tickets needed to resolve Avg time to resolve

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  • ZenZen Member
    edited August 2012

    Make a plugin instead of using API, create a new 'resolved' function which the client can tick.. check this and report it back to the site. Problem solved.

    'Average resolution time'

    I work for Nodisto.

  • There is a WHMCS plugin for this.

  • jcalebjcaleb Moderator

    I prefer very stable providers where I don't need to file support tickets.

    I haven't had any problems so far with the ff: prometeus, buyvm, hostigation, allsimple, chicagovps

  • TazTaz Disabled

    If I outsource support to some 3rd world country and I can assure you a 2 minute response time 24/7. Now don't know if that will fix your issue in 2 min since those support staff neither have access to our system nor have any idea about what to do (unless well trained but still).

    Thats my point. Quality is better than quantity.

    Time is good and also bad. Life is short and that is sad. Dont worry be happy thats my style. No matter what happens i won't lose my smile!

  • We have this on our website but it's only for the last 10 tickets for better accuracy.

    -Joe @ SecureDragon - LEB's Powered by Wyvern in FL, CO, CA, IL, NJ, GA, TX, and AZ
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  • serverbearserverbear Member
    edited August 2012

    @jcaleb I prefer very stable providers where I don't need to file support tickets

    Could get very interesting showing # of tickets per paying customer per month.

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  • jcalebjcaleb Moderator
    edited August 2012

    @serverbear said: Could get very interesting showing # of tickets per paying customer per month.

    That would be much better I guess. The less tickets, the more stable maybe? But need to exclude other tickets, such as sales, billing, and other clarifications

  • @serverbear said: Could get very interesting showing # of tickets per paying customer per month.

    True but that would only be accurate for normal customers. We have some abnormal clients that handle tickets very differently than how they are supposed to be which makes things difficult (both to support and to track accurately).

    -Joe @ SecureDragon - LEB's Powered by Wyvern in FL, CO, CA, IL, NJ, GA, TX, and AZ
    Test our network here: Drgn.biz
  • JarJar Member
    edited August 2012

    It's hard to judge. A provider with little knowledge and a lot of free time may appear great due to volume of tickets, which could do little to reflect why the tickets are being put in. Have to consider a lot of factors.

  • @jcaleb said: The less tickets, the more stable maybe?

    We still get A LOT of tickets asking us where our servers are located despite having the answer on almost every location on our website.

    -Joe @ SecureDragon - LEB's Powered by Wyvern in FL, CO, CA, IL, NJ, GA, TX, and AZ
    Test our network here: Drgn.biz
  • TazTaz Disabled
    edited August 2012

    @serverbear said: Could get very interesting showing # of tickets per paying customer per month.

    ->#1.Sir, I kno understand linux. First time vps. How do I install Apache.

    ->#2.Sir, I kno understand ur language. never managed server but played on my friends ftp. How can I install wordpress?

    Carry on. That number increases pretty soon till provider will say

    -> Sir, we no longer want your business. Please take your business to our competitor. Thank you.

    Time is good and also bad. Life is short and that is sad. Dont worry be happy thats my style. No matter what happens i won't lose my smile!

  • jcalebjcaleb Moderator

    @KuJoe said: We still get A LOT of tickets asking us where our servers are located despite having the answer on almost every location on our website.

    Yes, there should be accounting for valid tickets only. Which is hard and can only be done manually.

  • RandyRandy Disabled

    its hard to define, a user opens 3 tickets after his first was not responded in 1 minutes

  • @NinjaHawk said: ->#1.Sir, I kno understand linux. First time vps. How do I install Apache.

    ->#2.Sir, I kno understand ur language. never managed server but played on my friends ftp. How can I install wordpress?

    Carry on. That number increases pretty soon till provider will say

    -> Sir, we no longer want your business. Please take your business to our competitor. Thank you.

    I tried the hosting business once and you describe my experience fairly well. I quit on the 2nd day.

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  • RandyRandy Disabled

    @black said: said: ->#1.Sir, I kno understand linux. First time vps. How do I install Apache. ->#2.Sir, I kno understand ur language. never managed server but played on my friends ftp. How can I install wordpress? Carry on. That number increases pretty soon till provider will say -> Sir, we no longer want your business. Please take your business to our competitor. Thank you. I tried the hosting business once and you describe my experience fairly well. I quit on the 2nd day.

    users, dont seem to get what is Self Managed, and they complaint when we dont help them install what they want.

    that being said, i guess we all can go beyond our limits and help those "users" to install things

  • TazTaz Disabled

    Well let me be a bit honest, even though we are unmanaged provider, but that doesn't mean we will throw you out because of those basic questions. We will try to help our users as much as we an if we have time. I have personally secured and optimized bunch of our users vps. But it is the way you ask and when you ask. We will not do the above for every single users but if you ask, we will direct you to the right source. But sometimes, people starts to get a bit annoying and we end up breaking balls.

    Time is good and also bad. Life is short and that is sad. Dont worry be happy thats my style. No matter what happens i won't lose my smile!

  • I don't think that tickets experience can be expressed only with numbers. Expecially in the low end market. Most of the providers here are small companies or one man show, and this mean there isn't a level 1 staff wich respond to tickets as monkeys with the main goal to keep sla tickets statistics but without any real help for the user. Yes, you can get slower response average from us, but often one single response after a few hours solve the problem or is more helpful for you. :)

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  • @black said: I tried the hosting business once and you describe my experience fairly well. I quit on the 2nd day.

    This pretty much applies to anything that involved IT and customer service.

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  • @AsadHaider said: This pretty much applies to anything that involved IT and customer service.

    Yes. You occasionally have that kind of users. Whenever someone new joins the company, i have a look at him/her and already know how much will have to "run" to keep them satisfied. After a while, when they get to know the procedures in place, everything settles, but can be a very hard time. I imagine in "ticketing" it is a similar issue. Once the user got everything in place, will probably stop bothering you. Be it managed or unmanaged. M

    Who's General Failure, and why is he reading my drive A: ?

  • RandyRandy Disabled
    edited August 2012

    @Maounique said: Yes. You occasionally have that kind of users. Whenever someone new joins the company, i have a look at him/her and already know how much will have to "run" to keep them satisfied. After a while, when they get to know the procedures in place, everything settles, but can be a very hard time. I imagine in "ticketing" it is a similar issue. Once the user got everything in place, will probably stop bothering you. Be it managed or unmanaged. M

    well, if you do what the customer wanted, i am sure he will stop sending requests ,

    if its fully managed, i think its not an issue for them to ask support from their provider.

    that is part of business, go beyond your limits and make the customer happy.

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  • @Randy said: that is part of business, go beyond your limits and make the customer happy.

    Indeed. M

    Who's General Failure, and why is he reading my drive A: ?

  • @Randy said: that is part of business, go beyond your limits and make the customer happy.

    Until it starts impacting the business.

    -Joe @ SecureDragon - LEB's Powered by Wyvern in FL, CO, CA, IL, NJ, GA, TX, and AZ
    Test our network here: Drgn.biz
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  • @KuJoe said: Until it starts impacting the business.

    perfectly true. M

    Who's General Failure, and why is he reading my drive A: ?

  • Well - do any of you think this would become an industry standard? I think only a few people would show these stats anyway.

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  • @Corey said: I think only a few people would show these stats anyway.

    Transparency is key. I'll look at getting a page setup to display our ticket statistics although it's only relative to us and not a way to measure our service (just our response and queues).

    -Joe @ SecureDragon - LEB's Powered by Wyvern in FL, CO, CA, IL, NJ, GA, TX, and AZ
    Test our network here: Drgn.biz
  • Only skimmed this thread, but what if you did the average time of response and average response rating?

  • @David_P said: average response rating

    Does anyone ever rate their support ticket responses? I sure don't.

    Lead Developer - HostGuard Control Panel

  • @NickM said: Does anyone ever rate their support ticket responses? I sure don't.

    I'm sure there are some that do, was just an idea..

  • @serverbear said: As a user would ticket response times per host factor into your purchase decision?

    Sure - this ultimately depends on management. Fully Managed or in some cases, Semi-Managed, I would expect a fair response time. As someone mentioned above: If the network is great and it's unmanaged, support should not be a big worry.

    Hosts, would you allow avg ticket response time benchmarks to be posted? Avg Response, Response by time of day, Day of week etc.**

    I don't think it's completely necessary to post them publicly (on your site). This info can often be found in reviews and will be replied to honestly if asked.

    Good point someone made about hiring employees. 24x7 doesn't mean it will be resolved.

    CubixCloud Web Services - [email protected]
  • I usually answer tickets 2 or 3 times a day, Other staff forward them to me if it requires admin work.

    Reason: I'm not a ticket guy....

  • @Jacob said: I usually answer tickets 2 or 3 times a day, Other staff forward them to me if it requires admin work.

    Reason: I'm not a ticket guy....

    Not sure this answers the question... at all :P

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