I've never dealt with a support queue that resolved the issue faster than a direct contact.
On 4 January 2018 at 09:12, <[email protected]> wrote: > On Thu, 04 Jan 2018 09:33:51 -0500, William Herrin said: > > > Why anyone thinks it's acceptable for the form submission to vanish in to > > the faceless support queue is more of a quandary. The form submission > > should provide a case number, the individual to whom it is assigned, > direct > > contact information for that individual and a promise that your report > will > > receive a response. > > The very real problem with direct contact info is that people latch onto > it. > Then, if there's another issue the person will bypass your form submission, > send a direct e-mail - which would then not be dealt with if that > particular > person wasn't working, for reasons ranging from vacation to no longer being > with the provider in an abuse desk role. > > Been there, done that. Been out of the country and offline for 36 hours, > reconnect and there's a user with a problem that would have been dealt > with 36 hours earlier if they had sent it to our help desk instead of to me > directly. > > >
