I'm just posting to know, on average what are your support time responses?
Also, how would YOU handle a ticket you didn't know the answer to? Would you google it to find the answer in which you could mess up or would you leave it for another tech and an unhappy customer or would you fix it with the possibility of screwing up?
I know what I do, I research the problem and re-research it looking on various pages seeing different causes for the problem and different fixes, I then go for the one that I think will be easiest for me and best for the server... Just looking for other peoples opinions, see if I can make my support times abit faster and more effecient .
This is a very interesting question. Basic level questions regarding account setup or email setup etc. are very easy to answer thus they go out quickly. Higher level tech support requests are usually referred to a system administrator or consultant who helps with difficult issues.
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When speaking with someone live, it is best to answer the easier questions, because they are 100% the way they are. If there is a complicated quesiton like, for example dealing with a tech support issue, then perhaps they should send in an email or support ticket.