File Support Ticket link on Pedigree

[Giuliana Verrazzano]

Often when I help new users to file Support tickets I find myself wishing the "check your kitty's ID on Pedigree page and then go to Support tab" part were smoother. I remember the first time I filed a ticket and I don't think of it as a traumatic experience but I have seen people get really frustrated when their computer literacy gets put to the test while someone on the other end asks them "did you highlight the ID and press ctrl+c?" I also believe the distress of realizing your kitty is lost adds up to this initial difficult experience.

So My suggestion is this: A button right under the kitty's ID called "File a ticket for this cat", and once you press it, the Support Ticket form opens (with the kitty's ID already stored) so you can fill out the body of the ticket explaining how did it happen or any other pertinent detail. For multiple cats/boxes/ID tickets, maybe a tick box system can be set up. I'm not familiar with the technical part (I'm sure someone with the experience will correct me) but I believe it cannot be that hard and I certainly think this would make the Ticket filing system a lot easier for new users. The Support page would remain available as it is considering not all tickets are cats/boxes related.

Giulia

[Nenya Eun]

Brilliant idea !

[fleakats Resident]

(01-22-2013 03:46 AM)Giuliana Verrazzano Wrote:  I remember the first time I filed a ticket and I don't think of it as a traumatic experience

The first ticket I filed was for 5 missing kitties which had got lost in the ether when being transferred from my daugters avi to mine... it was extremely traumatic, I managed to put the same id twice and miss one completely, and being new to KC at the time finding the kitty in my pedigree that I'd missed was a nightmare >.< I remember Kitten being SO fantastic at the time, but yes it was a stressful experience. I'm sure it would make the support staff's jobs much easier too!!

Fantastic idea Giu!!

[Giuliana Verrazzano]

(01-22-2013 05:51 AM)fleakats Resident Wrote:  The first ticket I filed was for 5 missing kitties which had got lost in the ether when being transferred from my daugters avi to mine... it was extremely traumatic, I managed to put the same id twice and miss one completely, and being new to KC at the time finding the kitty in my pedigree that I'd missed was a nightmare >.< I remember Kitten being SO fantastic at the time, but yes it was a stressful experience. I'm sure it would make the support staff's jobs much easier too!!

I agree totally! If you have to file a ticket for the first time for more than 1 cat it can be complicated to move from the Pedigree page to the Support page back and forward to paste all their IDs. I normally have more than 1 tab opened with the website because I use it very frequently but not everyone is the same, and not everyone's computers can run SL and several websites at the same time. The KittyCats Support Team is incredibly helpful and fast replying our requests and I'm sure most of us have had the same experience whenever we have needed them. I still think this tiny tweek to the website can do wonders when it comes to report our missing beloved kitties.

[dakillakm Resident]

great idea!

[Mari Halderman]

Thats a wonderful idea!

[Saga Felix]

Great idea - but at the same time I will say that KittyCatS support is awesome, even without tickets. I met someone who never figured out to make a ticket, so she had just written to a CSR... The CSR wrote back asking her to make a ticket, which she could figure out, and then she gave up on her broken kitty.

-Some days later, without her doing anything further about it, she was sent a repaired kitty by KittyCatS. Awesome service <3

[GhostCollective Resident]

i agree with this idea, losing a cat can be scary and then trying to figure out where the info they need is if you aren't used to it. I remember my first cat got lost due to a SL bug that basically ate the cat, I was so excited to have a cat and then felt horrible when it was gone. Kitten Longmeadow and the KC team was so patient and helpful. Having a button like that would be easier and faster. Not to mention many of us are visual learners and it is hard to "see" what other person trying to help us is talking about sometimes. Thank you for suggesting it

[Giuliana Verrazzano]

Yes, there is no doubt that the attention and dedication the KittyCats Support Team provides is exceptional. I can only wish some rl companies had this work ethics and commitment to service to their clients. And part of that service involves how much they take costumer's feedback into consideration, hence why I took the time to post this suggestion. It will help an already accurate Support Team to help us and also it will ease those of us who are willing to help someone in distress to file the Support Ticket and get their kitties back as soon as possible.

Thank you all for your replies!

Giulia