Last week we implemented a fancy ticketing system that will enable us to properly track issues among customers and be able to supervise the time response of our representatives but at the same time give them access to a set of tools that will help them be a lot more efficient.
Unfortunately the systems blow up last Friday (the 20th) so we were receiving emails from customers but any of our responses made it out, they were probably sent to the limbo.net.
The system has been shut down today, so we can catch up as quickly as possible. We are deeply sorry about this incident.
We are aiming to answer everybody between today and tomorrow (Yes Saturday).
Comments
Thank you cvanvollenstee and Eagle!
@ Red, So sorry! Somebody stepped forward to work all the Saturday and Sunday...
Would say the biggest value in support is intelligible english. Tracking the amount of time it takes representatives to respond is pretty egregious to the representatives. Sometimes it's worth taking time to formulate a better response in intelligible english.
Osticket and the problem was between OSticket and gmail. Somehow emails were not getting out.
Its all on you, next time do not create such an awesome product. :)