Brixly has a fantastic reputation in terms of providing fast, high-quality support resolutions with a 99.3% satisfaction rating from close to 400,000 support tickets, with one of the UK’s leading average response times / SLA’s.
We looked into ways to provide even faster support and realised that a large portion of the delay in resolving issues is caused by information gathering and back and forth between a customer before a full view of the issue is in scope and can then be worked on.
Let’s look at an example, a ticket comes into our support queue with the subject…
“My email doesn’t work”
The body of the ticket usually just reiterates the subject, which isn’t helpful.
Unfortunately, this doesn’t provide much information to work with and now we need to ask various questions such as:
- Is only incoming email effected or is it sending email? Or is it both?
- Is it for one account or for multiple or all accounts?
- For a specific account, please include the account name and password in the ticket notes.
- Did you receive any error messages?
- Have you also tried via the webmail interface also? Or is this just an issue with your ’email client?
- Have you by chance; checked the log files?
- Have you checked the ‘Delivery Reports’ section of WHM (if you are a reseller) to diagnose the issue so far? If so, what were your findings?
The more information that is provided when opening a ticket, the less time we need to spend gathering more information from you and then we can hopefully solve the issue much quicker.
A far better example might be…
I’m receiving a 550 error when sending emails from email@example.com to firstname.lastname@example.org. I’ve included the password for email@example.com within the ticket delivery reports but didn’t find anything that would cause this issue. Can you please help?
Here is another poor example…
“My website has a 500 error”
This might seem pretty straight forward, so we begin by logging onto your server, reviewing the Apache error_log file while visiting your site and to our surprise, everything works and there are no errors listed – as such, this is what we will report back to you.
If we can’t duplicate the error by looking around your site. we now need to stop our investigation and ask you for specific information. We are now waiting on you to respond with the steps necessary to reproduce your issue, thus delaying the resolution time.
A better example of this can be seen here…
When logging into my admin page at http://www.mydomain.tld/wp-admin and clicking on Plugins, I get a 500 Internal Server Error. This is only happening on my site and all other sites are working fine.
Steps to duplicate:
Go to http://www.mydomain.tld/wp-admin and log in with the user name and password , and then click on “Plugins”.
Now, this is not likely a hosting problem as such, but we have enough information right from the start that should help solve the issue as quickly as possible. We’re very glad to be of assistance to anyone who asks us for help, and we will do our very best to guide you in the right direction.
Whilst we appreciate that at times issues raised through technical support may seem to be us at fault (and sometimes, may well be the case!) we would still ask that the assumption isn’t made when raising a ticket / enquiry with us. We know any type of downtime or issues on a site can be frustrating, but it doesn’t help us diagnose a problem hearing or ‘rudeness’ or generally impolite responses – instead, its far more effective to provide us with the technical details of the issue, and let us investigate further.
Staff here are all experienced and are experts in the field, however, there will be cases where tickets would need ‘escalating’ to an alternative member of staff – this process is completely normal. However, if the staff feel a message has been rude, or unnecessarily abrupt then the staff have been requested to immediately escalate this to management for their review – as such, it causes delays whilst its investigated further.
Patience! Again – we understand the frustration of having to wait for a reply, however, rest assured your ticket will be responded to as soon as its feasibly possible – avoid ‘chasing’ a ticket, or adding multiple responses – these actually have the opposite impact and certainly cause unnecessary delays.
‘Priorities’ – we maintain our incredible statistics for support by ensuring tickets are handled in priority order. However, this doesn’t mean that minor issues or low priority issues can be raised as ‘critical’ simply because you would like a faster reply. This isn’t its purpose at all. Instead, the critical and high statuses should only be used in situations whereby it’s having a detrimental effect on uptime or your business. Abuse of the priority facility will lead to account suspension.
The critical / high priority options when opening a ticket must only be used where a site is unavailable, or any aspect of the service has a ‘major’ outage (more than 5 minutes, outside of SLA etc).
The ‘Urgent’ status must not be abused, to ensure that all clients receive a fair, and efficient service. Abuse of this facility may lead to account suspension or closure.
Before raising a ‘site down’ ticket, please ensure that you have checked for any ‘IP Address’ blocks via our client area, and ensure that the site is offline ‘to the rest of world’ – you can do this by using the following…
If you suspect an issue is related to your location, or that you think a block is on your country / region, then you can confirm this using tools similar to…