How to speed up your Servage Hosting Tickets

Looking back to those many posts there is a good solution: CLOSE your Tickets and create the same one NEW!

We really found out that Servage is responding to new tickets in average about 5 min-1 hour - but even a second response often makes you waiting for days. I guess it is some kind of Servage policy but also could be a real problem in the ticketing system they are using.

New Tickets get posted perhaps on Top and Followup tickets just behind those new tickets. As a result you won't get an answer fast if you have a follow up ticket.

Another problem could be, that the support might get paid by NEW tickets. Especially hotlines in low budget countries often face similar problems. The idea behind all this is to get a higher quality and faster solution for customers. The downside is - especially if a hotline hasn't got enough personal and is working like Servage only with VIRTUAL personal (i.e. many names for one person ;-), then follow ups get stuck in nowhere.

There are some more questions we will ask Servage:
From which country is your Support opperating?
Why aren't you offering GERMAN / DEUTSCHER Support even you are a German Company?
Why differ the response time between new and follow up ticket so much?
Why is Servage working in most of the issues with prepared answering templates?
It often seems that the english knowlegde of servage support isn't so good that they really understand the issues of customers, why, what are you doing to improve this - i.e. ESL Courses?
What qualifications does Servage Support Members have?

We are just checking this with several other servage accounts and find a good parallel here. In the following days we will try to find a solution for this problem and hopefully Servage is interested to be the best Hoster and supports our ideas.