Posted on May 20, 2010 - 6:11am by Kenny Silanskas.
It’s 4:00 AM, local time. You’ve been awoken by the angry sound of your iPhone’s SMS notification to tell you that the website you manage is totally offline. You’ve got a worldwide business and being operational 24/7 is critical. You call your support hotline (in Europe) which at this time has a long queue. You’re sweating, waiting. The rep finally comes on the phone and proclaims, “Hi there, Mr. Snuffleupagus, how can we help you?” Read full article »
Posted on May 4, 2010 - 8:53am by Kenny Silanskas.
When people hear the word support, it often drums up images of overcrowded call centers in a faraway land staffed by the lowest bidder and a digitized voice that tells you how important your call is to them. So important, in fact, that it will be answered in the order received. Read full article »
What I'm looking for is advise of supplying the best support ticketing system for my client, possibly like this one:)
I've installed all that are available on Drupal.org and none cover all of the basis, I actually like the simplicity of JobTrack (now Support) however it doesn't cover any reporting which my client requires. They need see at a glance open tickets, closed etc. run reports on stats like average time tickets are open, and drill this down to member of staff or client.
there are lots of other features required but this is the main area we need to address. Read full article »
Posted on December 1, 2008 - 1:56pm by Brenda Boggs.
Tech Support Case Studies
Being that Views is both a very popular module and included in Acquia Drupal, we get a lot of questions regarding how to configure and customize views in various ways. One thing that has come up a few times is a customer wanting to add custom searching or filters to their views. Read full article »
Posted on November 12, 2008 - 5:57pm by Robert Douglass.
Tech Support Case Studies
One of the core services that Acquia offers is support for people building sites with Drupal. "The S-Files" are stories about the day-to-day life of our support team. Each one contains a nugget of Drupal knowledge that helped a customer succeed with Drupal. Enjoy!
"Hello, I installed a new theme on my site but I didn't like it. So I deleted it. Now I can't log into my site and it really looks broken." Read full article »
