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- Thinking about it, I think it comes down to 3 main points
- - Human responses, feedback and communication
- - Tools to diagnose and verify
- - Action!
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- # Human responses, feedback and communication:
- I think I can help pretty well with this, as I work on a large Discord ticket bot (tickets v2).
- It can feel very unemotional and like there is a lack of care if we don't have some sort of human response and something that can be tailored just a tiny bit to each ticket. A good bad example here would actually be Discord's bug report tickets. I reported a bug here a week ago. Sure, it got a fast response, which doesn't really matter that much because the response I got was clearly automated, and the ticket was closed with 0 actual feedback on the report itself. It got closed as "solved" without even being solved, which made it super disappointing. Even just a small confirmation that the bug report has been read or acknowledged by an actual person would move mountains, and/or the ticket should only be closed as solved when the bug is actually solved (the feedback should be correct too).
- This is not to say that every ticket needs to be answered by humans. In tickets, when we get repeated questions that could easily be found in our docs, then we use a tag to easily respond to the ticket. A system like this could be automated for simple questions in Discord too.
- -----------------------------------------------------
- # Tools to diagnose and verify:
- Steam is a really good example here. Actually, my account got hacked a few years ago. I opened a ticket, and the support rep clearly had the right tools to see that something was wrong, as they basically responded with "yeah, someone logged in to your account from a completely different country, on a new PC, etc., and just changed everything. I'll change your email back and reset your password", like they could clearly see that something happened and did not even hesitate to fix it.
- -----------------------------------------------------
- # Action!:
- I think this is the most important of the 3, actually, as this is the thing that brings both the other two together. Action means EVERYTHING when it comes to support, if it's fixing an issue, properly responding to a request, making sure the response is correct, or actually closing the ticket when it should be closed. Proper action means everything, whether it's a good ticket or a bad ticket. For example, the bug report, the simple fact that it got closed as "solved", without actually being solved, made me feel like my bug report did not matter at all to Discord as a whole.
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