iceshrimp.net - Link to source
Hey #support guys who work in a #NOC or #datacenter or provide support for #vps hosting: if I open a support ticket about an issue, and the issue is resolved an hour later without a response to my ticket, what's the Etiquette here? Should I close the ticket as resolved without waiting for an answer? Or does that mess up your quotas or workflows or whatever? Is it impolite to close my own ticket when I notice the problem is fixed without waiting for your response? Am I taking away the satisfaction you get from closing a ticket? Or am I just making your life easier by saving you from dealing with yet one more customer.
#vps #support #datacenter #noc
in reply to André Polykanine

iceshrimp.net - Link to source

🇨🇦Samuel Proulx🇨🇦

@menelion That was my first thought. But I wonder if places like this measure the performance of the support staff by number of tickets closed. So if they fix a big issue, maybe letting them close a bunch of the related tickets would give them a boost to whatever nonsense corporate performance metrics there managers force on them?
@André Polykanine
Unknown parent

iceshrimp.net - Link to source

🇨🇦Samuel Proulx🇨🇦

@RegGuy@menelion That's true. And I guess any well-run place (and mine seems to be) isn't going to do nonsense like "Dave answered 68 tickets last shift, while Joe only answered 22! We should put Joe on a performance improvement plan." Any locally owned and run place with there own building filled with racks of servers that sells directly to highly technical customers isn't going to treat the staff like frontline consumer telephone support. Or at least they'd better not.
@André Polykanine @Joe (TBA)
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