| Discussion Forum: Thread 174105 |
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| | | Author: | Cyberclark  | | Posted: | Aug 5, 2014 11:08 | | Subject: | Change or add proper links to the helpdesk | | Viewed: | 111 times | | Topic: | Suggestions | | Status: | Already Exists | |
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| Back on July 13th CS_Sean informed us that you use a help desk software called
Smarter Track. http://www.bricklink.com/message.asp?ID=836748
In his message he said: .... Right now we're not using the Smarter Track
portal
as we already had the Help Desk page set up and usually everyone can find it....
Hmm. Well the other day when I had a technical answer I searched and searched
on Bricklink for this new help desk and I couldn't really find it. I ended
up sending an email to admin@bricklink.com and I am happy to report after some
back and forth and many replies from Jaclyn, the issue was finally resolved.
(Big thanks to CS_Ryan, who ultimately fixed the issue after I forwarded my
emails from Jaclyn to him)
Anyways fast forward to today. The forum is flooded with replies to a post about
non-payment of fees. Really all the OP was asking was how do I pay my fees and
how do I get my store back to where I can sell! The thread has been inundated
with people berating the OP about how silly he is that he didn't pay on time!
Post with questions about technical issues or payment issues really shouldn't
even be posted in the forum, as it is no longer the communities role to answer
these questions. There are now people who get paid a wage to answer these questions.
I feel though that the OP felt it best to use the forum because either A) he
couldn't find the help desk or B) the old help desk is nothing more than
an email form that you have no idea of where or who those emails are going to.
Anyways based on Sean's post I just searched google for bricklink smarter
track and found the elusive helpdesk, it is setup here:
http://helpdesk.bricklink.com
Apparently I did have an account there but my Bricklink password didn't work
so I reset the password, logged in, and guess what?!? My previous emails with
the admins were there, as well as a status of what was going on. it is actually
a pretty handy tool. So my question/suggestion is, if you are going to utilize
this software, why not have link to it in the open so that others can utilize
it? This would cut down on questions in the forum that should be, being answered
by the people paid to answer such questions. And leave the forum open for general
discussion not constantly answering and sometimes assuming things about policy.
So after all that here is the suggestion. If you go to the Help tab up top it
takes you to: http://www.bricklink.com/helpMain.asp. Great page as it answers
alot of quetions. But at the bottom there is a link that says Contact Bricklink
underneath of which is a link that says Help Desk. That link currently goes
to: http://www.bricklink.com/helpDesk.asp. This page once again is helpful
as it has answers to some common issues, but then if those answers don't
work it gives an email text box. My suggestion is, remove those text boxes and
just put some simple text, that says "If the above solution doesn't work
please file a ticket with our help desk. And that text can be a link to http://helpdesk.bricklink.com
The advantage is they will be creating a ticket that they can then follow up
and see that it has indeed been read. Currently when you submit an email there
is no way to see if they got it, if it is just being ignored or what. The help
desk is a powerful tool in your arsenal admins, now you just have to make sure
people are using it!
Right now when people ask how do I get help, I see lots of reply's saying
message Jacylyn, message Sean, email admin@Bricklink.com. There are 100 different
ways to contact you guys. There should be one method, and then you all can see
every message. That way if Sean is on vacation (which maybe he is since his
last forum post was on the 16th of July) or worse yet no longer employed, then
every CS sees the issue and can jump on it. Rather than just one. The standard
answer to how can I get help? File a ticket in the help desk located @ http://helpdesk.bricklink.com
I am afraid that the answer is going to be, why sure this is all setup to be
linked in BL 2.0!! But noone knows how far off BL 2.0 actually is. This is
an easy fix that can help the customer service response time right now in BL
1.0!
Thanks for reading!
-Steve
Brick Outfitters
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| | | | | Author: | WoutR | | Posted: | Aug 5, 2014 12:23 | | Subject: | Re: Change or add proper links to the helpdesk | | Viewed: | 22 times | | Topic: | Suggestions | |
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| In Suggestions, Cyberclark writes:
| | Back on July 13th CS_Sean informed us that you use a help desk software called
Smarter Track. http://www.bricklink.com/message.asp?ID=836748
In his message he said: .... Right now we're not using the Smarter Track
portal
as we already had the Help Desk page set up and usually everyone can find it....
Hmm. Well the other day when I had a technical answer I searched and searched
on Bricklink for this new help desk and I couldn't really find it. I ended
up sending an email to admin@bricklink.com and I am happy to report after some
back and forth and many replies from Jaclyn, the issue was finally resolved.
(Big thanks to CS_Ryan, who ultimately fixed the issue after I forwarded my
emails from Jaclyn to him)
Anyways fast forward to today. The forum is flooded with replies to a post about
non-payment of fees. Really all the OP was asking was how do I pay my fees and
how do I get my store back to where I can sell! The thread has been inundated
with people berating the OP about how silly he is that he didn't pay on time!
Post with questions about technical issues or payment issues really shouldn't
even be posted in the forum, as it is no longer the communities role to answer
these questions. There are now people who get paid a wage to answer these questions.
I feel though that the OP felt it best to use the forum because either A) he
couldn't find the help desk or B) the old help desk is nothing more than
an email form that you have no idea of where or who those emails are going to.
Anyways based on Sean's post I just searched google for bricklink smarter
track and found the elusive helpdesk, it is setup here:
http://helpdesk.bricklink.com
Apparently I did have an account there but my Bricklink password didn't work
so I reset the password, logged in, and guess what?!? My previous emails with
the admins were there, as well as a status of what was going on. it is actually
a pretty handy tool. So my question/suggestion is, if you are going to utilize
this software, why not have link to it in the open so that others can utilize
it? This would cut down on questions in the forum that should be, being answered
by the people paid to answer such questions. And leave the forum open for general
discussion not constantly answering and sometimes assuming things about policy.
So after all that here is the suggestion. If you go to the Help tab up top it
takes you to: http://www.bricklink.com/helpMain.asp. Great page as it answers
alot of quetions. But at the bottom there is a link that says Contact Bricklink
underneath of which is a link that says Help Desk. That link currently goes
to: http://www.bricklink.com/helpDesk.asp. This page once again is helpful
as it has answers to some common issues, but then if those answers don't
work it gives an email text box. My suggestion is, remove those text boxes and
just put some simple text, that says "If the above solution doesn't work
please file a ticket with our help desk. And that text can be a link to http://helpdesk.bricklink.com
The advantage is they will be creating a ticket that they can then follow up
and see that it has indeed been read. Currently when you submit an email there
is no way to see if they got it, if it is just being ignored or what. The help
desk is a powerful tool in your arsenal admins, now you just have to make sure
people are using it!
Right now when people ask how do I get help, I see lots of reply's saying
message Jacylyn, message Sean, email admin@Bricklink.com. There are 100 different
ways to contact you guys. There should be one method, and then you all can see
every message. That way if Sean is on vacation (which maybe he is since his
last forum post was on the 16th of July) or worse yet no longer employed, then
every CS sees the issue and can jump on it. Rather than just one. The standard
answer to how can I get help? File a ticket in the help desk located @ http://helpdesk.bricklink.com
I am afraid that the answer is going to be, why sure this is all setup to be
linked in BL 2.0!! But noone knows how far off BL 2.0 actually is. This is
an easy fix that can help the customer service response time right now in BL
1.0!
Thanks for reading!
-Steve
Brick Outfitters
|
Yes.
They seem to prefer an e-mail message, but I am really getting lost because they
seem to provide a new address every time...
However I think the policy that "Incidents that remain inactive for 30 days are
automatically locked. " is still there. Luckily many problems can be solved within
that period, but I am still very pessimistic about using this system for technical
issues where any work from the "development team" is required.
(http://www.bricklink.com/messageThread.asp?ID=173037)
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USA, Florida
Netherlands, Zuid-Holland