On Thu, 4 Jan 2018, valdis.kletnieks@vt.edu wrote:
Why anyone thinks it's acceptable for the form submission to vanish in to the faceless support queue is more of a quandary. The form submission should provide a case number, the individual to whom it is assigned, direct contact information for that individual and a promise that your report will receive a response. The very real problem with direct contact info is that people latch onto it. Then, if there's another issue the person will bypass your form submission, send a direct e-mail - which would then not be dealt with if that particular
On Thu, 04 Jan 2018 09:33:51 -0500, William Herrin said: person wasn't working, for reasons ranging from vacation to no longer being with the provider in an abuse desk role.
Been there, done that. Been out of the country and offline for 36 hours, reconnect and there's a user with a problem that would have been dealt with 36 hours earlier if they had sent it to our help desk instead of to me directly.
They use your direct contact info because your help desk isn't responsive. They go where they get results. No results from help desk = direct contact to you. -Dan