X-Cart forums

[Ene]

Hi,

After analysis of your suggestions, I have decided to implement some small but necessary improvements in our HelpDesk.

1. Description of our support rates and rules.

Now when your create any support ticket or post a new message to any support ticket, you can view

a) a text about our support rules explaining that support tickets may cost some points
b) links to the pages describing our support tickets' categories and costs

2. Links to the manual and the forum.

There will be links to free resources: manual and forum. So you always have an alternative way to find answers to your questions: paid help via HelpDesk or free help via manual/forum.

3. 'Quote me first' feature.

This option will be useful if you are concerned about your ticket cost and would like to get more control over tickets' charges. There is a checkbox - 'Quote me first' - displayed on the page when you are creating a new ticket or sending a new message. If it is ticked, a support engineer will not start working on the ticket until you approve its cost. So first fo all, we tell you how many points your ticket may cost. If you disagree -- you will not be charged, the ticket will be closed.

NOTE: we do not recommend using this option on case you have an urgent problem because 'Quote me first' will surely take some time.


Screenshots:
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http://dev.x-cart.com/~ene/forum/qmf1.png

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http://dev.x-cart.com/~ene/forum/qmf2.png


Let me know if you have question re. these new features. As always your feedback is welcome.

[bigmaggot]

This is a good feature, it was a bit of a lottery how many points you were charged. And what really annoyed me you used to charge again and again when the support clearly got the answer wrong to start with. Stupid thing is my account is -105 points

[Ene]

Originally Posted by bigmaggot

This is a good feature, it was a bit of a lottery how many points you were charged. And what really annoyed me you used to charge again and again when the support clearly got the answer wrong to start with. Stupid thing is my account is -105 points

Please perform the following steps:

1. Log in into your HelpDesk account.
2. Open this page: https://secure.qualiteam.biz/customer.php?area=center&target=company_tp

3. Analize the tickets' rates.

4. If you see any rated ticket with the unhelpful or wrong answer, please send me a PM with the ticket's name. I will investigate this matter.