Can you introduce prioritization of your support calls

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    Asked on August 24, 2015 at 09:47 AM

    Many of your support questions will be asking for help in using a function while others will be more urgent, for example someone who is locked out of the system or they have problems with a form they are using for business or charity purposes.

    However there is no way of prioritizing the support request. Support requests for a problem which is stopping a business or charity from functioning should be treated with high priority and the user should get a quick email back as soon as somebody has started to look at the problem. At present you enter your question and hope for the best. You can see people are viewing the question, but you do not know if it is someone from support or another user.

    Please consider improving your support logging system.


    Best regards


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    Answered on August 24, 2015 at 12:54 PM

    The point I am making is that you should tackle high priority problems first and other general support questions afterwards. I know you get to every question but problems such as the one we have had all day to day when our forms are unusable should take priority and receive immediate attention.


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    Answered on August 24, 2015 at 02:03 PM

    I understand your frustration but it would be quite difficult to prioritize requests in that manner.  It would require someone to spend a fair bit of time going through each request and manually sorting the list each time a new request comes in.  This would also be rather subjective.  One persons view of priority may not be the same as another.  To keep things fair, we take them as we receive them.