• Viking_Hippie@lemmy.dbzer0.com
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    3 days ago

    When you open a ticket, they immediately write something underneath – typically a question that’s already answered in the ticket – because it shows up in their statistics as low response times.

    Fuck! So THAT’S why! I had wondered why the fuck companies would quickly restate my problem “just to confirm” and then take several days to respond after that 🤦🤬

    • boboliosisjones@feddit.nu
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      2 days ago

      I work in IT and in similar systems, the reason from my perspective to do this is when a ticket comes in a timer will start ticking. Whenever the ball isn’t in our court that timer is cancelled. If i set status “pending user” and throw a dumb question it is paused. If more than 10% or whatever amount was agreed on when the contract was signed our company has to pay for not living up to expectations.

      There’s a lot of rule bending to make this work in our favour.

      Of course different providers will use different metrics like how long before the ticket was handled etc.

    • Monument@lemmy.sdf.org
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      2 days ago

      Online retailers, too. Item goes from ordered to processing to shipping in a half hour. Takes a week or more to go from shipping to shipped.
      Item can’t be cancelled without a restock fee if it’s in shipping — which is fine (I guess) if the item takes the provided time estimate to arrive.