Currently all the support we do is via support requests being submitted in dribs and drabs for a multitude of different problems. We have never had to deal with a major incident where a server has gone down and we suddenly had 100 tickets all for the same reason. Ie. 100 people saying I can’t access xzy.
We are launching a new server based product next year and it’s likely that we’ll start to see server incidents where we have a flurry of users all reporting the same issue in a short space of time. With that in mind, I wanted to put something in place where we didn’t have to reply to each ticket individually to provide updates, and instead of group all the tickets together when they come in and provide just one update to all customers at the same time.
I can think of various way to do it, but before I over engineer something, I wondered what other people were doing to manage this.
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