blog.undeadsoftware.com

Working with tech support can be a very daunting and hard task especially for the non-tech savvy user.

Sometimes users just want their site up but to do that tech support needs to determine what the problem is exactly so I offer up this list of things you can do to get your ticket done as quickly as possible.

1. Don't use capslock

Contrary to popular belief it will not get the attention of the support department as a matter of fact, often times it can be considered rude or annoying. Using capslock is an awful lot like yelling

2. If calling, make sure to have some information

You might be wondering "Why wouldn't anyone want to talk about an issue over the phone? It's much easier to use and I don't have to type all of my problems"

The reason is in the last part of that sentence. Tech support feeds off of information, they crave it and want it. When you are calling tech support often times it gives them a lack of information. Information is easier parsed when it can be read over and over again.

3. Be prepared to be wrong

Yes the customer is wrong. Sometimes the customer doesn't know that they are wrong but they are often wrong. Being prepared for this is one of the best things you can do in tech support, and in life in general.

Imagine that you work on a team and Jack and Jill are both managing code.

Jill deletes one of Jacks files in a late night Jolt fueled frenzy. When she wakes up, Jack is furious, he can't find that code he'd worked on for 6 months. Jill doesn't remember deleting the file, Jack hasn't logged in to delete it. Whose the first person you blame? The admins.

Its best to investigate ways that you can help yourself before contacting the admins, not only will this make the solution easier to understand. But it will also make the admins happy that you didn't just contact them first.

4. Tech support is people too.

Tech support may not like to admit it, but they are people too. They have hopes, dreams, and aspirations. They are voting for McCain or Obama, they want to help you fix your problem.

When you are doing a job do you like doing it when someone is pestering you or do you like to just get the work done?

So file a ticket, if they ask for more information, give it to them, but don't say stuff like "My site doesn't work, if you don't fix it I'll leave" They are well aware of the fact that at any moment you'll leave, and by pestering them you'll only give them incentive to make you want to go.

5. Frustrated with tech support? Get a vps.

VPS are virtual private servers. They are great for the person who hates dealing with tech support and just wants to get things done. VPS are great for mid-range hosting sites that need the flexibility of a dedicated host but the costs of a shared host.

http://www.a2hosting.com/services/vps-hosting/

6. Keep notes

Notes are a great way to keep solutions stored away. Notes will allow you to say "This problem happened before in ticket xxxx and the solution then was to restart the service"

7. Hand holding is a benefit, not a right

When installing software some customers do really need help. Having said that, most do not need help but rather would have someone there while they are installing. When contacting tech support for these issues, you should remember that it is taking time away from other people. This may make your tech support person feel frustrated. Really with most software installation you should check with the documentation first ( Wordpress etc has most of their documentation online which can be found with a google search) and then if you are having trouble contact support.

8. Upgrade already!

Sometimes, its time to upgrade. Google and Yahoo don't run on shared servers and if your site is growing so much that you find yourself having problems every day its time to upgrade to a dedicated solution. It costs more money but the benefits outweigh the costs exponentially.  Dedicated servers allow for more flexibility for the user and less calls to tech support. (Also highest priority for tech support if you ever need it)

9. Asking for updates on tickets

When is it appropriate to ask for an update on a ticket? The answer is that it depends on the issue. You can certainly ask for an update, but chances are if something is wrong with the server, support is looking at it. Don't be afraid to nudge for an update but don't be pushy.

10. Knowing is not understanding

Knowing how something works on your personal development machine is not the same as understanding how it will work on a shared enivironment machine. They are different beasts. They have different libraries installed, the user environment is different. Think about it like you are porting your application to a new environment. You may have to make some changes, but those changes will make you a better coder. (Once again a vps might be a better solution if you want a static non-changing environment)