tgauchat
October 29, 2015, 3:07pm
3
This is SmartThings’s standard procedure so that they can maintain an average SLA of “resolving” “tickets” within certain ranges to prevent ZenDesk from spitting out nastygrams .
I discussed this at length with VP Operations Tyler1 and Support Manager Ryan. Very cordial attentive conversation – extremely impressive, honestly, but we disagreed on their specific process.
Also noted recently…
OK… firstly, super cute dogs! Is one a Beagle? Private Message me with the details and pictures?
Tech Support has a 98% “Satisfaction Rating”.
@craig - Tyler from support here (not to be confused with community hero @tyler ). Hate to see posts like this, but appreciate you laying it out and asking for our POV. Here are my thoughts:
tl;dr - We hear you, and I think we’re already taking some steps to alleviate your pain. I/we take this type of feedback to heart, and promise it’s not falling on deaf ears.
I had a meeting yesterday with several founders and members of the executive team, and the meeting was focused on how we do a better job triaging more complex issues and setting expectations for response and resolution time. Everyone agrees we can (and will) do better in this area. Like you said, the answer sometimes might be “this isn’t on the development backlog for the next two months” but I’d rather tell you that up front ra…