• 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.