3DR Customer support nightmare (Our bad, sorry!)

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).

Views: 1580

Comment by Sean Lally on July 27, 2012 at 12:14pm

Curious about what ticketing system you're using?   Installed or hosted?  We're transitioning from RT to Jira right now...

Comment by Christiaan van Vollenstee on July 27, 2012 at 12:33pm

Its all on you, next time do not create such an awesome product. :)

Comment by Jordi Muñoz on July 27, 2012 at 3:08pm

Osticket and the problem was between OSticket and gmail. Somehow emails were not getting out.

Comment by Jack Crossfire on July 27, 2012 at 3:34pm

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.

Comment by Red Parchel on July 27, 2012 at 7:12pm

Thank you for update! I was afraid my question had gotten lost! which would have been very out of character for 3DR support, as they have always been quick and helpful.

Comment by Jordi Muñoz on July 27, 2012 at 7:21pm

Thank you cvanvollenstee and Eagle!

@ Red, So sorry! Somebody stepped forward to work all the Saturday and Sunday...

Comment by Brian Boatright on July 27, 2012 at 7:25pm

Try desk.com it's great and we've been using it for over a year.

Comment by Tony Heaton on July 28, 2012 at 6:46pm

Response time was not a problem for me.  I had three response from 3DR over a one week period.  The responses were non-informative to the point of being useless. It all most cost 3DR my business. One post to the diydrones.com forum and I had a useful, informative response within a short time.  The response for the forum, (Chris Anderson and Lorenzo), saved 3DR a customer.  At least enough that I'll try them again.

Comment by Red Parchel on July 31, 2012 at 1:30pm

@Jordi Did you guys make it through the back log? I still haven't heard back, just want to make sure my email made it in! ya never know with spam protection etc. thanks again


Comment by Miguel Angel Antoñanzas on March 25, 2013 at 2:48pm

Hola Jordi, he intentado enviarte un correo electronico para invitarte a nuestro programa de CNN en Españo, Encuentro donde vamos a hablar del uso civil de los drones y donde nos encantaria tenerte como invitado.

Por favor ponte en contacto conmigo en el correo que te pide la solicitud de amistad.

Muchas gracias




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