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DPChallenge Forums >> Administrator Announcements >> Helpful Ticket Hints
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10/31/2007 02:48:54 PM · #1
Hi Everyone!

As someone who answers a lot of questions asked of Site Council via the "Ticket System" (help menu, under contact us), I have a few tips I'd like to pass along to help us help you!

The Ticket System assigns a number to each request you send us. When we reply, and you reply back, that number is referenced in the email address we send from and you reply to. That's how we keep all replies in one place for each discussion. The unfortunate part of how this system is set up is that you don't know that number until we reply to you, so you cannot give us follow up until we reply! its a bummer, but I'd like to give some suggestions to help make it go more smoothly.

1. Please only send one ticket per discrete issue. Try to give us all the information you can in the request because it will speed up the response if we have all the information we need, such as editing steps.

2. The ticket system is not perfect. It only allows you to send us one attachment at a time when you first send your request. Sometimes you need to send us more than one, for example, the original and an edited copy for us to review to determine legality of processing. I wish I had work around for this that was reasonable, but since I don't, my suggestion is to either make one file with both images in it, or simply tell us that you'll attach the next file as soon as we reply. Zipping files together can also work.

3. Resize any original you're going to send us for a pre-voting opinion on editing. It attaches easier if its smaller, and we don't need fullsized originals to just check on edits. This doesn't apply to originals needed for validation. They need to be untouched!

4. Don't open new tickets to reply to us on a matter you already sent a ticket to us on. Its a huge hassle, and will significantly delay our response time. We put this at the top of each reply we send, but I get the sense that not many people are actually reading that part, so I'm repeating it here, repeatedly!

5. Be polite and kind. We're nice people. We like to be treated nicely and with respect, and we do our best to treat all of you nicely and with a lot of respect. We strive to maintain professional communications with everyone here, despite the fact that we're just a bunch of volunteers. A little politeness goes a long way, as does some gratitude.

6. Thank you to everyone who has sent us tickets, been kind, polite, patient and understanding. You make it easier for us to give our time because you make DPC a nice place to be!

edited to clarify point 3 some more.

Message edited by author 2007-11-01 14:45:09.
10/31/2007 03:04:41 PM · #2
Originally posted by frisca:

. . .
3. Resize any original you're going to send. It attaches easier if its smaller, and we don't need fullsized originals to just check on edits.

5. Be polite and kind. We're nice people. . . . A little politeness goes a long way, as does some gratitude.



Hi frisca, can I just clarify -
3)Resize any original you're going to send - does this include validation requests ? and if so what size do you want them resized to ?

5) . .We're nice people. . Absolutely. I would like to second that motion. All the dealings I have had with SC they have never been less than polite and helpful, generally quick as well.

10/31/2007 03:07:16 PM · #3
Originally posted by frisca:


1. Please only send one ticket per discreet issue.


What about indiscreet issues?
10/31/2007 03:08:38 PM · #4
Originally posted by Mr_Pants:

Originally posted by frisca:


1. Please only send one ticket per discreet issue.


What about indiscreet issues?


hehehe
10/31/2007 03:08:55 PM · #5
Originally posted by Jedusi:

Originally posted by frisca:

. . .
3. Resize any original you're going to send. It attaches easier if its smaller, and we don't need fullsized originals to just check on edits.

5. Be polite and kind. We're nice people. . . . A little politeness goes a long way, as does some gratitude.



Hi frisca, can I just clarify -
3)Resize any original you're going to send - does this include validation requests ? and if so what size do you want them resized to ?

5) . .We're nice people. . Absolutely. I would like to second that motion. All the dealings I have had with SC they have never been less than polite and helpful, generally quick as well.


Making a resized copy of the original should ONLY be done if your only purpose is to show us a "before and after" situation with respect to edits. Validation originals will always need to be untouched.

And thanks, Jedusi. I have always appreciated your kindness! :)
10/31/2007 03:09:31 PM · #6
Originally posted by Mr_Pants:

Originally posted by frisca:


1. Please only send one ticket per discreet issue.


What about indiscreet issues?


Those belong in rants or personal life. ;)
10/31/2007 03:20:07 PM · #7
Originally posted by frisca:

5. Be polite and kind. We're nice people. We like to be treated nicely and with respect, and we do our best to treat all of you nicely and with a lot of respect. We strive to maintain professional communications with everyone here, despite the fact that we're just a bunch of volunteers. A little politeness goes a long way, as does some gratitude.

I have always been treated kindly, professionally, and with respect in *every* dealing I have had with SC.

Add to that I have also been helped immensely above and beyond the call of duty, including having received tips and information that I may not have known to ask about during my query.

Thanks, ladies and gents!

Edited for fat fingers....

Message edited by author 2007-10-31 15:21:04.
10/31/2007 03:21:22 PM · #8
Originally posted by frisca:

Originally posted by Mr_Pants:

Originally posted by frisca:


1. Please only send one ticket per discreet issue.


What about indiscreet issues?


Those belong in rants or personal life. ;)


Or on public toilet walls
10/31/2007 03:23:23 PM · #9
Originally posted by NikonJeb:


. . Edited for fat fingers....


Whose 'Fat Fingers' ?? Is this a new SC member we've not been introduced to yet ?
10/31/2007 03:42:38 PM · #10
Originally posted by Jedusi:

Originally posted by NikonJeb:


. . Edited for fat fingers....


Whose 'Fat Fingers' ?? Is this a new SC member we've not been introduced to yet ?

I think it's "Fat Finger" and yes, he runs the show behind the scenes but nobody is supposed to know that, which is why Jeb edited out that part.

Thanks for the post, Frisca, and much appreciation and empathy for all the SC including Hekob. edited for Fat Finger
10/31/2007 04:28:36 PM · #11
7711.gif Frisca - Thanks for the reminder on helpful hints - You guys in the Site Council do so much for the site and you all provide excellent response in a timely manner on direct queries - especially on pre-validation requests, etc.

10/31/2007 06:08:25 PM · #12
I'm lobbying for some changes to tickets to alleviate some of these issues, so hopefully things can go even more smoothly!

Thanks for all the support, everyone. You've brightened my day immensely!
10/31/2007 06:15:11 PM · #13
Thanks, Frisca, for this thread, and thanks again to all of you for everything you do.

Can I suggest another edit to #3, because I'm still not sure what you mean. I think you mean:

3. If you're asking for our opinion on the legality of edits before voting begins, please resize your original before you send it to us. It attaches easier if it's smaller, and we don't need fullsized originals to just check on edits.

However, don't resize any original you're sending us because we sent you a validation request. Those need to be untouched!
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