29 replies to this topic

[TheDisturbedOne]

OpaQue, on Nov 24 2009, 05:50 AM, said:

And also like Simpleton mentioned, mojority of the support tickets do not mention all the details clearly.

And I'd imagine some that you get are along the lines of "Hello sir. I want a websites. Thanks"

[anwiii]

yuck. those would get annoying, i think i would have to copy and past a standard one liner for those dumb tickets....like...."wish ya luck" -ticket closed

TheDisturbedOne, on Nov 24 2009, 04:12 PM, said:

And I'd imagine some that you get are along the lines of "Hello sir. I want a websites. Thanks"

[-Sky-]

anwiii, on Nov 24 2009, 10:43 PM, said:

yuck. those would get annoying, i think i would have to copy and past a standard one liner for those dumb tickets....like...."wish ya luck" -ticket closed

Lol, you'd be an evil one then. Meh, I suppose the amount of support tickets they get it would take time. :/

[OpaQue]

Like Mahesh and Simpleton mentioned, updating the knowledge base is definitely a good idea. Please send the questions, queries etc. to my PM or Mail and I will add them.

Or we can also start a thread here to help members submit questions. :-)

[-Sky-]

Omg, fabulous idea OpaQue! I will start it now.

[jlhaslip]

Opaque,
(and others)

I suggest creating a "Knowledge Base Forum" in the Support and Feedback sub-forum?
http://www.trap17.co...dback-f137.html

The Topic title/description could be the Question and the body of the Topic could be the Answer.
Like the Webdesign Forum, the Topics could be set as requiring approval by a Moderator.
Moderators could review the Topic, test the answer given, (or confirm the answer at least), then make the Topic visible to the masses.
This would reduce the potential for incorrect information, etc. it would also provide a proving ground for the information that could be placed up on the Xisto Knowledge base.

Might work???

[Echo_of_thunder]

jlhaslip, on Nov 25 2009, 01:00 AM, said:

Opaque,
(and others)

I suggest creating a "Knowledge Base Forum" in the Support and Feedback sub-forum?
http://www.trap17.co...dback-f137.html

The Topic title/description could be the Question and the body of the Topic could be the Answer.
Like the Webdesign Forum, the Topics could be set as requiring approval by a Moderator.
Moderators could review the Topic, test the answer given, (or confirm the answer at least), then make the Topic visible to the masses.
This would reduce the potential for incorrect information, etc. it would also provide a proving ground for the information that could be placed up on the Xisto Knowledge base.

Might work???

Good call JL Good call, now I know why you da man.. another idea here though. maybe have a mod here as much as possible that could take the simple help questions and answer them so no ticket would be needed. I know there have been a few times that I have had to send in one, and I felt kind of silly because it would be something so simple even after I got the reply I had to slap my head silly.

[-Sky-]

Great idea haslip! However, it would be more logical to actually make a group called "KnowledgeBase Team" (this idea is up to you OpaQue) though I really do like the idea. We could make a select group of "KnowledgeBase" team members who manage the moderation of the KnowledgeBase forum. (obviously would not take over Moderators etc) but I think this could be a swell opportunity for those Advanced forum members (like myself and others) to take responsibilities to maintain this area.

I'd really like to know comments for this idea.

[k_nitin_r]

Hi!

I've had to get support from Xisto once and that was pretty quick. I think Opaque's explanation that more support staff does not equal quicker service is well founded. I can imagine that it would be the equivalent of having an automated reply to every support ticket that said, "We've received your support and are passing it on to level 2" :-P

The idea of having a knowledge base sounds good, though I wouldn't recommend using the forums for a knowledge base. If somebody posted an article and somebody else wanted to make modifications, that simply wouldn't be possible unless everybody had moderator access to the forum... and then things would get messy. Perhaps a separate system can be maintained for the knowledge base?

[-Sky-]

Hmm, thinking about what you have just described there k_nitin, I must agree. However we do have a KnowledgeBase here. I am making a simple thread about it now.

This thread I am making is going to be big.