Faster update to trouble ticket

[guimos]

Hi, what I would like to suggest is quite simple, has 0 cost and is the single most efficient way to get client satisfied.

When a client opens up a trouble ticket, don't wait 50+ hours to make update. Even if you guys messed up big times and/or are still looking for the "answer", PLEASE update the ticket and let the client know about it.

A client that wonders what is going on is a client that wonders if he is treated appropriately and is a client that wonders if he should be looking for something else.

If you need real life example or more precise info, please feel free to email me.

[Jef S.]

We're implementing new methods of handling tickets that should result in faster turnaround. A quick look at the server status forums show that we've been under very heavy workload from the server issues in the past couple weeks. I know this doesn't excuse the issue with communication, but hopefully it explains it somewhat.