Level 2 Support - Ticket Turnover

[Bob Crabb]

When a Help Desk ticket is turned over to Level 2 support, is the customer supposed to do something to affect the turnover?

 

I submitted a ticket for a problem on one of my sites last night -- OQC-92798. This morning the staff member who was working the problem posted in the ticket that it was being turned over to Level 2 Support. When I view the ticket, it shows as being open, but there has been nothing else posted there by anyone from Tech Support for almost 12 hours.

 

I wonder if I am supposed to submit another ticket, or if there might be a problem in the turnover process such that level 2 support is unaware of the ticket being open.

 

Please advise.

Edited April 1, 2007 by Bob Crabb

[Head Guru]

Level 2 tickets are not always turned over as fast as our level 1 tickets. This can be for many reasons. Mostly Level 2 tickets are much more complex and may require more than one senior level admin's input. I have seen many level 2 tickets where our senior admins will discuss fixes and fix attempts over several shifts.

 

Your ticket will be answered when it is completed. If the ticket is in a "open" status we are well aware of it and your ticket will be answered when the work is completed on it.

 

Bill

[Bob Crabb]

Bill, thank you for the response. You guys are usually so fast in resolving problems that the 12 hour lapse had me wondering if maybe the ticket was no longer in the system.

 

I'll watch my email and wait for updates.

 

Thanks again,

Bob

[TCH-Carl]

Hi Bob,

 

Apologies for the delay caused. As Bill said, some issues require more attention and monitoring before we can get back to the client.

I replied to your support ticket some time back. Please check it out and update the ticket if needed.

[Bob Crabb]

Thanks Carl, but no apology is necessary. I understand the reason for the delay; I was just concerned that perhaps the ticket had somehow gone into the bit bucket.

 

You did fix the problem, and I responded in the support ticket.

 

My thanks to all of you at TCH for the excellent support.

 

--Bob