Harder or smarter? Help!

Danny's on a mission to have us work harder not smarter - NO, smarter, not harder!

He asked me to identify the biggest issues in last month's support emails in order to focus the developers. There were hundreds of tickets, lots of hundreds. Not all were "issues" - many were auto replies and bounces, or just plain questions - but I needed to open most of them to see exactly what they were about.

Unfortunately I did such a good job he wants me to analyse your emails for every team meeting. Darn.

So I can work smarter, what I need is descriptive subject headings so I won't need to open each ticket - just look at the subject and tick the appropriate box. A general idea of the issue is all I need, eg registering PJ, export problems, installing, template issues. It would make my life a lot easier and I would be ever so grateful.

Oh, one final thing - Can you give every new question a new ticket? If you're hitting Reply, just change the subject and remove the ticket number if you're raising a different issue.

Thanks! Christine

PS Don't worry - we will still respond to your email - this is just to speed up analysis :-)

Very exciting, really

Image © byBrett

So Danny and IanB got to travel to Focus and feel the love, but what about the rest of us? The line at the coffee machine got a bit shorter, that's what. Whoop-di-doo.

As you can imagine, with Remix in beta, it's been pretty hectic for the support team recently. Lots of new people learning the software and an inbox stuffed with emails...

So your Support Stars implemented a new strategy called Inbox Zero. It involves us getting everything out of the inbox by the end of each shift. We have folders for individual team members where we can transfer anything particular that they're dealing with, but people get a bit agitated if you use this to pass the buck! The result has been big gains in efficiency and response time, and I don't get so stressed any more :-)

Cheers,
Ian C
We've been able to reduce Ian's meds - Ed ;-)