> They added a 3-hour delay before support sees any email, specifically to prevent threads from becoming chats. Note that phone support is also available; people with time-critical issues are encouraged to call in for immediate help.
Interesting observation (and "solution"). I'd say that model of dividing things is completely wrong, though. When I worked in support, I would much prefer to get everything via email. At the time we had a small user base (small office internal support) -- and this wasn't an issue -- we could educate our users (if needed).
But the general rule I've formulated, is don't let the user set the priority level. They'll be wrong. So for email, you might want to triage/prioritize every issue at once (and: eg group requests that have to do with a service being down/unreliable) -- adding a full 3 hours delay on top of every email sounds like the wrong approach for most help desks. If for no other reason than that it seems it would generate an increase in calls -- which are much harder to handle (scale) than email.
Interesting observation (and "solution"). I'd say that model of dividing things is completely wrong, though. When I worked in support, I would much prefer to get everything via email. At the time we had a small user base (small office internal support) -- and this wasn't an issue -- we could educate our users (if needed).
But the general rule I've formulated, is don't let the user set the priority level. They'll be wrong. So for email, you might want to triage/prioritize every issue at once (and: eg group requests that have to do with a service being down/unreliable) -- adding a full 3 hours delay on top of every email sounds like the wrong approach for most help desks. If for no other reason than that it seems it would generate an increase in calls -- which are much harder to handle (scale) than email.