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Support Ticket System, please!

  1. Marisa Wright profile image92
    Marisa Wrightposted 4 years ago

    Isn't it about time HubPages set up a proper support ticket system?

    I ask because it seems setting up a simple system is surprisingly easy - and I believe it could significantly reduce the workload on HubPages moderators as well as helping Hubbers.

    Right now, everything gets dumped, unclassified, into the team @ hubpages email inbox, which must be a bit of a nightmare for staff to wade through every day. I'm sure there are also times when a Hubber's email ends up in the spam folder by mistake.

    A support ticket system would make it easy to classify and prioritize requests, and would ensure none of them gets missed, or consigned to spam by mistake.

    It would also reduce the number of requests, because right now, you'll often get Hubbers emailing you two or three times because they're not sure if you got their first email.

    I recently signed up for some software to use on my Wordpress sites. The software is designed by one person, who's an amateur.  He has a support ticket system!  It even has a "does this answer your question?" section which appears as you type.

    If he can operate something like that, surely HubPages can!

  2. SimeyC profile image89
    SimeyCposted 4 years ago

    great idea - this would also remove frustration of leaving a note on the forum and waiting to see if it gets a respons! You'd be able to track your ticket and all that and a bag of chips!

  3. 0
    The Writers Dogposted 4 years ago

    I still consider myself a newbie (2 months), but I am surprised that HP does not have a support ticket system in place. It would be extremely helpful both the The Team and Hubbers.

  4. Marisa Wright profile image92
    Marisa Wrightposted 4 years ago

    I'm surprised there's not more support for this issue from Hubbers.  If no one else speaks up, we're going to be stuck with emailing team for everything - does everyone really think that's a good idea?

  5. GmaGoldie profile image86
    GmaGoldieposted 4 years ago

    I think it is a great idea. I do think the video launch has staff overwhelmed. It is a huge roll out. I am thrilled but waiting a little bit to see all the items.

    I just read where the video once loaded cannot be loaded and emailed the team directly.

    I think the bugs of the video roll out will get things back to normal but even after that the formalized procedure I believe will help - not just the hubbers but allow quality control.

    Also, the tracking of what are people really responding to? Are all items needed - what is a forum item and what is not? How can we help each other and lessen the demands upon staff.

    1. Marisa Wright profile image92
      Marisa Wrightposted 4 years ago in reply to this

      I wasn't complaining about any particular problems right now.  It's something I've been aware of for a long time, and when I found a friend running a proper support system on his little website, it just seemed crazy to me that HP can't manage to create one.

      As I said, I do believe it would help cut the staff's workload as well, because right now people are inclined to email multiple times, because they're not sure their first email has been received.