Support system

[Nezhit]

Hello,

 

I'm going to talk about a subject that should have been touched on a long time ago. Support system.

 

Why making everything manual and/or delayed or extra work for volunteers or admins, when it can be done automatically?

 

Some examples of things that should be removed from the ticket:

• Locked out
• Lost auth
• Lost access
• Location update
• Email change/hint
• Shortnames/groups

 

They could be easily solved just by using pages, which would do things quickly, effectively without having to wait for anyone to answer/fix their issues.

 

Imagine that you are blocked because you have logged in to your account outside the place you usually access. What is the first step you would take? Yes, you would send a ticket in "Locked Out" that would possibly be received with the same questions as always, and if the answers aren't correct, it would be necessary to answer more questions, however, you have to wait for them to make the checks, formulate the new questions etc... Ofc, this can be done simply using a page, where you would answer the questions and if necessary answer more questions. Human interaction isn't necessary in this kind of help. Same for almost all account-related departments. 

 

Ok, now, the department of shortnames or groups, imagine that you want to buy a shortname/group that has been inactive for a long time, but you need to submit a ticket, it wouldn't be more quickly to create a page where the user would fill in login, pass, and the shortname/group desired? Then if this user has the required xats amount automatically the shortname/group will be released to buy.

 

This would reduce the number of tickets, help requests, and also save everyone's time (volunteers, admins and the users themselves).

[Abrahan]

It would be amazing if you could provide some example of the pages.

[R0B]

I support this idea too much from a certain perspective.
One of the things that has bothered me the most over time, (especially before the pandemic) is traveling to different destinations outside the country continuously, and not being able to log in normally due to the lock.

Really, the response from a ticket has never been fast, and it is not comfortable to be blocking yourself with each destination you visit if you want to enter with your login to chat, and have to send tickets again.

At this point, that's a good idea. Maybe with some secret questions of automatic security + email security and email authentication, it would be enough.