As Promised, Contact Form now includes tracking of Status

[Captain Ewok 1,900]

Admittedly I have missed a few PMs requesting help in the past and as such I have directed people to please use the contact us form to direct communications with me. It is the fastest way (goes to my Blackberry) and will get the best response sooner.

To improve this I have now added the ability to track your "ticket". When you submit information using the form a ticket is created. You will get an email confirming your message was sent to me with a confirmation ticket number. You can click on the ticket number and you will be directed to a page showing your original message and the ticket status (Open or Closed).

For me, this allows me to have a page where I can visit and see all Open tickets easily and make sure I have not missed anything. Once I reply (via email; we can chat via email if required) and satisfy a ticket I will close it which will remove it from my Open ticket list and also update its status (which you can check using the ticket number you received in your email). You will receive and automated email when your ticket is closed (so you know that I have completed working on your ticket -- closing the loop so to speak). Additionally, you can always check at any time if the ticket was addressed by checking the status (link sent to you when you opened the ticket). This is especially helpful for situations where a request is made that did not require a reply directly but you would like to know if the request was received and acted upon.

This method may be improved on in the future but I think this is now ready to take the place of admin related communications with me as it will better serve the community as a whole. Please in the future direct all admin / official communications to me using the contact form. I will continue to receive reported threads and I will also get other PMs however I will be asking people to use the form if they send me anything admin related so I can better track and follow up all communications and requests sent to me -- which benefits everyone!

Edited December 5, 2009 by Captain Ewok
added info on automated notification when a ticket is closed

[w¡n9Nµ7 §£@¥€r 123]

When you submit information using the form a ticket is created. You will get an email confirming your message was sent to me with a confirmation ticket number. You can click on the ticket number and you will be directed to a page showing your original message and the ticket status (Open or Closed).

Is this working?

I opened a ticket and all I got is this:

AJ, thank you for emailing VisaJourney.

We will get back to you soon concerning redacted

Kind Regards

Admin - VisaJourney

As you can see, there is no ticket number nor is there a status link.

[Nagishkaw 510]

This is a really nice feature.

[w¡n9Nµ7 §£@¥€r 123]

This is a really nice feature.

Have you used it? Did it work for you in the manner described?

[Nagishkaw 510]

Yes and yes.

[w¡n9Nµ7 §£@¥€r 123]

I wonder why I didn't get a ticket #.

[w¡n9Nµ7 §£@¥€r 123]

I wonder why I didn't get a ticket #.

nevermind, it's there... really tiny font. looks like a disclaimer so my eyes glazed over it.

[Nagishkaw 510]

I was about to direct you to the very bottom in the small print.

[Captain Ewok 1,900]

I am making improvements including making that print less small and also when viewing the ticket the formatting was getting lost. I am glad the new system has been helpful and I will improve anything you feel is lacking as well .

[Captain Ewok 1,900]

I am making improvements including making that print less small and also when viewing the ticket the formatting was getting lost. I am glad the new system has been helpful and I will improve anything you feel is lacking as well .

Both of these items are resolved .

[Captain Ewok 1,900]

Process works in general as:

--o Member submits info via Contact Us form.

--o Email sent to you (member) confirming that the information was correctly filed and a ticket tracking id is provided (which you can follow a link to check the status)

--o Admin gets a notification and details of the ticket... at which time they can reply if needed to the inquiry.

--o Admin places ticket On Hold while they look into the issue if the issue can not be resolved immediately. If it can, please skip to "Close Ticket" line below.

--o Member is notified via email that the ticket has had its status changed to On Hold.

--o Admin may communicate with the member further if needed.

--o Admin Completes ticket request and Closes the ticket.

--o Member is notified via email that the ticker has had its status changed to Closed.

The above steps ensure that a complete "loop" is maintained from start to stop in the process. Both parties should know the status of the ticket. Additionally there is an admin control panel where the admin can see all the open tickets, tickets on hold, overview of details and time waiting on the current status. They admin can read the tickets from here as well as change their status. No ticket should ever fall through the cracks as they will be sitting in a queue until the ticket is looked at and completed (and closed).

[w¡n9Nµ7 §£@¥€r 123]

--o Admin Completes ticket request and Closes the ticket.

--o Member is notified via email that the ticker has had its status changed to Closed.

When reporting TOS violations via the contact us form, it's my understanding that the originator of the ticket will only receive a notification that the ticket has been closed. There will be no information offered to the originator as to nature of action taken, if any.

While I understand and appreciate the need for discretion, I would suggest a small modification to that process. While there is no real need to let the originator know what was done to the offender (if anything), it would be helpful to all parties if the originator was informed whether or not a TOS violation was found to have occurred. I don't need to know what you did to address it, but if I report something as a TOS violation and your investigation finds that there isn't one, that is helpful information. It'll make sure I don't report similar activity in the future. This form of limited feedback will not harm any posters privacy either.

[TBoneTX 45,863]

it would be helpful to all parties if the originator was informed whether or not a TOS violation was found to have occurred.

Definitely si, man. A few times, I've paused before deciding whether to report a possible or borderline TOS violation. Knowing whether it officially was(n't) would serve as a good guide in the future, si man.

[Captain Ewok 1,900]

I will provide any feedback via an email. It will be a separate email than the one notifying you that the ticket was closed.