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About the Support ticket system...


Jules1979
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Friendly Greetings!

I tried to send a ticket to the support and this Freshdesk support site is not the best. If you have any technical questions (not inventory), hard to contact with the support. So I can ask about my inventory only? 😲 This is weird a little bit, so I think the time is here for a user friendly support ticket system. This is not a big work, don't need any development, just a communication specialist.

Please share your thoughts, your experience about the support ticket system, let's make a better Second Life together! If we talk about things, we can make it better.

Thank you for your comments. ☺️

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If I had an English pound for each of the number of times I've heard this said I'd be able to buy a better computer!  I've lost count of the times I've waded through the ticket system trying to find a suitable category to put my enquiry.

I can and do use Live Chat but I would cheerfully throttle Boxy5000 some days.

On the whole support Lindens and their colleagues are at least helpful and sometimes have insights into issues that one has not thought about, but there has always been a high fence to jump over to get support and sometimes that is just the wrong time to be making folk jump through hoops.

Edited by Aishagain
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6 hours ago, Aishagain said:

On the whole support Lindens and their colleagues are at least helpful and sometimes have insights into issues that one has not thought about, but there has always been a high fence to jump over to get support and sometimes that is just the wrong time to be making folk jump through hoops.

Yes you are right, the Lindens are very helpful all the time so a big thankful to them. I don't understand why good this "high fence". It is in our interest to make the residents feel comfortable our services and products. If the "high fences" will disappear, the community will growing. I don't want to share many many ideas now because that wanna offtopic.

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Current Structure of Support Ticket System

  • Account issue
  1.   Abuse Appeal
  2.   Account Compromised
  3.   Account Creation Issue
  4.   Lost Password
  5.   Reactivate Account
  •  Viewer Login Issues
  1.   Web Login Issues
  2.   GDPR Request
  3.   CCPA Request
  • Billing
  1.   LindeX Limits Review
  2.   Real World Payment Method Issues
  3.   Refund: Non-Linden$
  • Land & Region
  1.   Community Gateway Application
  2.   Group Land
  3.   Order Events Region
  4.   Order Private Region
  5.   Region Offline
  6.   Region Purchase
  7.   Rollback Request
  8.   Skill Gaming Region Order
  • Marketplace
  1.   Failed Marketplace Delivery
  2.   General Marketplace Issues
  3.   Marketplace Item Listing Issues
  • Technical Questions
  1.  Inventory Issue
  • Tilla Account
  1.   Process Credit Issue
  2.   Wire Request
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2 minutes ago, Neural Blankes said:

The objective of an overly limited support system is to drive people to the support forum where Linden Lab does not have to pay the people giving the support.  

I have noticed this has become 'industry standard' in most industries I interact with.  I posted a rant to the SL-DEV newsgroup about it long ago.  Nobody would touch it.

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