Quote:
Originally Posted by Cryomaniac
I get the feeling some people are going to really hate this.
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Quote:
Originally Posted by Andreas Raht
Our plan is to create a searchable, up-to-date, growing knowledge-base. Why should anybody hate that?
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Quote:
Originally Posted by Nutlaw
If normal users cannot view and interact with each other's tickets, then this system will clearly be infinitely worse than the old one.
If all users can view and interact with each other's tickets, then this system ought to be an improvement if only for the improved search and categorization. People might resist having to use a separate site, but I imagine that they will get over that.
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Quote:
Originally Posted by Andreas Raht
No, they can't. But they could join the staff!
The idea is to put all frequently occuring problems into the knowledge base. That's where users should look first, before they open a new ticket. Each new ticket could lead to a new article in the knowledge base.
We want to reduce the number of tech support requests as much as possible by making it easier to find a solution before posting the issue. For example, the new system does fulltext searches while the user enters a text for the ticket and presents solutions.
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Until we got to Andreas' last sentence, this sounded exactly like the VP Games support system, which is legendary for its disfunctionality, in spite of being staffed by paid professionals.
I hope that the 'fulltext searches' render this system usable, otherwise you've discarded one of the best things about OOTP Developments. Even if it does work (and I have my fingers crossed), I'm going to miss the community involvement in chiming in to help out with a problem. More than one of my numerous difficulties has been solved by an unexpected drive-by comment.
Progress has just killed off another stud farm.