Individual vs. combined support tickets?

[badderjet 181]

Hello,

 

just a very quick question on how to handle this: Whenever starting support tickets for reports or feature ideas/requests, is it better to track for you when filing one ticket for each individual issue or is it easier for you to have multiple (maybe small) items combined?

 

[kevinh 409]

I don't speak for PMDG but if it was my support operation I'd prefer to have one support ticket per issue. Easier to track, easier to clear up. Also from the customer's point of view it means no chance of some items in a long list not getting addressed.

 

For feature requests probably one ticket listing all suggestions would be fine.

[scandinavian13 5,192]

In my own work flow, I generally prefer a single ticket. If I see multiple tickets, I usually only answer one of them (though I address all of them in that one response). It helps me knock out tickets without flooding your inbox.

[kevinh 409]

That would only confuse me. If I open three tickets I would expect three responses.

[Don t moderate me this way 882]

I'd separate feature requests from bug reports, but I would mention all anomalies in single bug report as they may be interrelated/have a common cause.

[scandinavian13 5,192]

That would only confuse me. If I open three tickets I would expect three responses.

 

If they were unrelated, sure.

 

Most of the multiple-ticket tasks I used to get were:

Redownload: 777-200LR/F

Redownload: 777-300ER

Redownload: 737-800/900 NGX

Redownload: 737-600/700 NGX

 

What you'd get in response is four redownload links for the products and a final "I've resent your order emails" message. I figured a response to each individual one was overkill. Same goes for resetting activations.

 

If they're all separate, to me, they're separate issues to address separately.

[kevinh 409]

If they were unrelated, sure.

Yes that was what I was thinking about.

 

Most of the multiple-ticket tasks I used to get were:

Redownload: 777-200LR/F

Redownload: 777-300ER

Redownload: 737-800/900 NGX

Redownload: 737-600/700 NGX

 

What you'd get in response is four redownload links for the products and a final "I've resent your order emails" message. I figured a response to each individual one was overkill. Same goes for resetting activations.

 

If they're all separate, to me, they're separate issues to address separately.

I hadn't thought about that kind of support ticket.

[scandinavian13 5,192]

Yes that was what I was thinking about.

 

I hadn't thought about that kind of support ticket.

 

haha - yep. That was the only one I thought of because those are the only ones I usually come across that are separated out. All a matter of perspective I guess.

 

I do agree with you in all other cases, though.

[badderjet 181]

Ok thanks for the replies guys! Just wasn't sure what's the best way for them.

 

[scandinavian13 5,192]

Ok thanks for the replies guys! Just wasn't sure what's the best way for them.

 

 

Welcome. Can't speak for the rest of the team, but if it's a whole bunch of re-downloads and/or license resets, I prefer all in one ticket. Otherwise, separate makes sense to me.

[badderjet 181]

Welcome. Can't speak for the rest of the team, but if it's a whole bunch of re-downloads and/or license resets, I prefer all in one ticket. Otherwise, separate makes sense to me.

Thanks. No it's more about feature requests/ideas and bug reports. So I think I'll go seperate then.