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Kimi support& Closing threads


Jasgriff
24-10-2013, 12:14
Quote Originally Posted by dayvo
Why not just add another level of priority to the already available (but don't you dare touch!) ticketing system.. So with Low, Medium and high priority why not add a Kimi level.

It looks a lot more professional, there would still be the forum for community support, a lot easier to manage and keep track of issues and the customers would feel like we're not shoved in a corner and ignored.

I fully appreciate the cost of the servers means they cant allocate tech after tech to our servers, but sometimes issues crop up which are beyond our control and beyond our ability to rectify/repair. Like it or not but as your selling things which have a high potential to go wrong there needs to be some way of communicating these issues as efficiently as possible.

Failing that, I'd be more then happy to get a key for your data centres and fix any issues I have myself
+1

Lower level of support would work good.

I think that at first they were really worried that lots of Kimi users would clog up the system but there haven't been than many incidents in the forums that I can see so why not go back to using the ticket system. Maybe they could be moderated by the UK team before they are submitted to France.

dayvo
24-10-2013, 10:00
Why not just add another level of priority to the already available (but don't you dare touch!) ticketing system.. So with Low, Medium and high priority why not add a Kimi level.

It looks a lot more professional, there would still be the forum for community support, a lot easier to manage and keep track of issues and the customers would feel like we're not shoved in a corner and ignored.

I fully appreciate the cost of the servers means they cant allocate tech after tech to our servers, but sometimes issues crop up which are beyond our control and beyond our ability to rectify/repair. Like it or not but as your selling things which have a high potential to go wrong there needs to be some way of communicating these issues as efficiently as possible.

Failing that, I'd be more then happy to get a key for your data centres and fix any issues I have myself

rickyday
24-10-2013, 00:57
Quote Originally Posted by Jasgriff
Rickyday is an exception of course as he see's the OVH forum as a sort of 'Match.com'
Ha ha!

You are just jealous that S0phie wants me and not you

DigitalDaz
23-10-2013, 22:38
Quote Originally Posted by Neil
It is possible, we could disable the option 'Can Reply to Others' Threads' to keep the incident threads on topic.
There is something like that 'natively available', its called ticketing system, in fact, there is already one thats built, its available in the manager under "Submit an incident ticket"

Are you seriosuly smelling what you are shovelling? Lets try and create a ticketing system out of a forum because we can't use our ticketing system.

Jasgriff
23-10-2013, 18:42
Quote Originally Posted by LawsHosting
Which, I might add, surprises me the KS sub-forum is as quiet as it is.
It wouldn't surprise me if the majority of the KIMI servers haven't even been used and will end up getting returned.

Mine wont be going back just yet i'm enjoying wasting hours of my life learning how to use ubuntu

LawsHosting
23-10-2013, 17:08
Quote Originally Posted by Trapper
for the first time, as they have only just found out Kimi support is on a forum they did not know about...
Which, I might add, surprises me the KS sub-forum is as quiet as it is.

Trapper
23-10-2013, 17:00
Quote Originally Posted by Kacotet
This would be best.
Not sure... As Jasgriff said, there is an element of community support available here as well. That's fine if users understand they need to double post (incident & elsewhere), but many times people are posting for the first time, as they have only just found out Kimi support is on a forum they did not know about...

I still believe (however sarcastic) my post about re-naming is probably the best way.

~Trap

Kacotet
23-10-2013, 16:11
Quote Originally Posted by Neil
It is possible, we could disable the option 'Can Reply to Others' Threads' to keep the incident threads on topic.
This would be best.

ctype_alnum
23-10-2013, 13:11
I think If you make a post for support then it should be locked down to the admin and user at the very least.

Jasgriff
23-10-2013, 12:23
I am sure there is way of this happening but that would be the same as email support as only OVH could read them in which case other people who help on the forum wouldnt be able to see the question and offer support.

They would just have a load of threads to work through on a Monday morning where as now a number off issues are discussed/resolved before an intervention is needed.

The only way a private setup would work would be through the use of moderators who like to help out and play a part. Unfortunately it seems the core of these users might not feel so in love with OVH after the last couple of months. Rickyday is an exception of course as he see's the OVH forum as a sort of 'Match.com'

Or you could just read what Neil wrote above ha. Hopefully he wont have closed this thread by the time I have edited my post

Neil
23-10-2013, 12:23
Quote Originally Posted by K.Kode
I don't know vBulletin but with IPB you can set sub forum access so only the OP and staff members can access / write to a thread they started.
It is possible, we could disable the option 'Can Reply to Others' Threads' to keep the incident threads on topic.

K.Kode
23-10-2013, 12:13
I don't know vBulletin but with IPB you can set sub forum access so only the OP and staff members can access / write to a thread they started.

LawsHosting
23-10-2013, 11:30
Quote Originally Posted by Kacotet
If only people, such as the OP, would stop derailing threads.
You're forgetting, forums are public, besides, it's not just me who is "derailling" threads, which, if they're public, I've the right to - no rules to say otherwise, is there.

It's a farce, and will keep on about the flaws until something is done.....or, to be more correct, until I'm dead

Jasgriff
23-10-2013, 00:49
Quote Originally Posted by macole111
And here we have the issue, support shouldn't be forum. Full stop.

If OVH want to attract more expensive clients then they will need to treat the bottom end decently as that is where most people will start. I guess just accepting orders would help...

-macole111
Agreed.

Not many people would jump in feet first.

There are lots of simple fixes. But i'm sure that's all in the planning stages

Trapper
23-10-2013, 00:36
Quote Originally Posted by NeddySeagoon
Trapper,

... the nearest working elevator is in the buiding across the street
LOL - yes on the floor...

Quote Originally Posted by Kacotet
If only people, such as the OP, would stop derailing threads.

The threads in the support sub-forums really need to be private.
Hmm, perhaps we could have a system where maybe you could do it through the manager... Maybe instead of calling them "Threads" we could call them "Tickets"... That way we could keep them private.

The cost of the extra privacy could be set at, perhaps, just maybe, paying more than £20 for a server, KS or not.

Those of us still paying for that level of support and not getting it have a right to be... A little upset.

~Trap

macole111
22-10-2013, 23:53
Quote Originally Posted by Kacotet
If only people, such as the OP, would stop derailing threads.

The threads in the support sub-forums really need to be private.
And here we have the issue, support shouldn't be forum. Full stop.

If OVH want to attract more expensive clients then they will need to treat the bottom end decently as that is where most people will start. I guess just accepting orders would help...

-macole111

Kacotet
22-10-2013, 23:25
If only people, such as the OP, would stop derailing threads.

The threads in the support sub-forums really need to be private.

Jasgriff
22-10-2013, 20:40
Just read the post.

Ohh dear.

ctype_alnum
22-10-2013, 20:10
Its the 'OVH' way didn't you know?

NeddySeagoon
22-10-2013, 20:08
Trapper,

... the nearest working elevator is in the buiding across the street

LawsHosting
22-10-2013, 18:28
I understand as customers, we have little to nonexistent views, although we pay, well, contribute to their bills etc, so he (Octave) ought to take notice of us.

I bust a gut to help my own clients, even when I'm not in the mood or they're wrong, because I know I need to keep them happy, if not, could be bye-bye.

Trapper
22-10-2013, 17:42
Quote Originally Posted by rickyday
Pardon did someone say something?

Can this thread be closed please


Sorry for being silly couldn't resist!
...yeah, think it was me got that other thread closed...

Got piss-ed at the "...use somthing you can't buy..." attitude. I'd rather get what I paid for originally, rather than churn some more. But I can't even do that.

/rant

~Trap

rickyday
22-10-2013, 17:37
Pardon did someone say something?

Can this thread be closed please







Sorry for being silly couldn't resist! one of those days! (Crap day at work had to cheer myself up a little!)

macole111
22-10-2013, 17:27
I am starting to think that no-one who has any power listens to us at all...

-macole111

LawsHosting
22-10-2013, 17:13
Going to sound like a broken record again....

Ok, so the forum is public and us KS owners have to use the forum for support. We all know this doesn't work, due to staff not always arround, some unwanted replies, blah-de-blah... therefore it písses off staff, I get that. But why close them, instead, just delete posts that are off-topic?

But when we give you evidence of faulty hardware, you open a ticket anyway, low priority maybe but that doesnt make sense, surely that takes more man/woman power? Let us open tickets, and if we do not give you hard evidence, close it, or give us a reason then close it. Half the time the "techs" get confused to what we say anyway, but that's another story.........

Please tell Octave to put this situation in his new "plans" I beg.