For the past month and a half, our developers have been working on rolling out our own member/author support email ticket tracking system. Sure, we could have licensed someone else’s software or ASP solution, but where’s the fun in that?
This is a system we should have developed a year ago, but better late than never…and because we wrote it, we’ve already innovated with features that will prioritize visually incoming support requests and allow for an eventual huge inventory of stock responses to the top hundred questions. 176 support replies already flowed through the new system…
Some of the goals of this new system are/were:
- Ensure a 100% reply to all emails that require a reply
- Designed to standardize our responses regardless which team member is working the support queue
- Allow for manager quality control & stat reporting so we can define the various levels of speed that replies will be given
- Allow for an escalation procedure for sorting out important vs. urgent issues
- Allow us to tag the majority of support emails with the respective accounts of each member to provide a new person working the support queue to see a more complete picture of the issues.
By the middle of May I’d expect the system to be evolved from the present day roll out. We’re processing about 50% of the thousands of emails that come in monthly –> into the new ticket tracking system.