ski's dashboard

A comment on the question "I just submitted a help ticket. Now what?" in PBwiki:

Every interaction here is about at least one problem. Just solve them. In this case, when the system sends you somewhere, that place should provide useful information such as that the trouble ticket will be responded to in email within three days. But it seems like nobody is in charge of fixing the problems in the user interface or letting anyone else fix them. This GetFrustration system makes me angry, and I've learned to use the energy in my anger to try again to fix what made me angry. It may not work, but I break less pottery around my house that way. – Nitpicker, on September 05, 2008 17:22

A comment on the question "I just submitted a help ticket. Now what?" in PBwiki:

Despite running a wiki, these folks do a great job of obfuscating how to do stuff. They seem also quite practiced at not responding to user issues with concrete helpful information. If they used their own tool, wikis, for this support function, then WE could fill in the blanks and help each other figure out stuff. Instead, we GetSuffering which uses obsolete and unhelpful forum style interaction so that instead of getting better over time, these discussions just get longer. This constrains the best answers to get burried deeper and deeper in irrelevant material. I do not understand why they don't read "Wikinomics" and try to be more open and to make use of their own tools. It's frustrating whether you pay or even it you don't. As one tiny example, this madness of providing a postage stamp size box for composing a comment virtually guarantees that the quality of the comments will be greatly reduced. We don't even get to see what we are saying. How dumb is that? – Nitpicker, on September 05, 2008 17:12

Rachel Pennig replied on August 18, 2008 19:27 to the question "I just submitted a help ticket. Now what?" in PBwiki:

Hi PJ- just hang tight - we'll respond to your ticket via email.

pj replied on August 18, 2008 19:20 to the question "I just submitted a help ticket. Now what?" in PBwiki:

I just rorted a problem, & got connected here. Am I supposed to get my answer here, or on my own e mail or what? Will I get an answer before my shift tonight 6:00PM EST?
Pam

Evan Donovan replied on August 15, 2008 12:20 to the question "I just submitted a help ticket. Now what?" in PBwiki:

I think it would be more helpful if submitting the ticket took you to the actual ticket. At least that's what I'm used to from other support communities (Drupal, MovableType, WordPress, Apache, MAMPP). The "Now What?" page is actually more confusing.

Thanks so much for providing such a great service!

Shelbyrayl replied on August 08, 2008 20:44 to the question "I just submitted a help ticket. Now what?" in PBwiki:

I'm having the same problem...I attach a question or a comment onto someone else's comment or questions for clarification but I never hear anything back. Is it just not worth commenting on other post because PBwiki support does not look at them? Yep...I'm a paying customer. :)

A comment on the question "I just submitted a help ticket. Now what?" in PBwiki:

I just submitted a post (8 August 08) and landed on this page. Now What? is correct. Your official response that you would fix this was 5 months ago. How do we track our ticket? How do we see other tickets that are or aren't being worked on? Why have 5 months gone by and either a link to the ticket status or an explanation about why we can't see the status of tickets has not been put on this page. – Cinzia, on August 08, 2008 15:33

A comment on the question "I just submitted a help ticket. Now what?" in PBwiki:

I have this same experience - both trying to connect to a nonexistent corporate server AND briefly seeing salesforce.com. I have to quit my VPN to submit a ticket. I also had this experience when I was trying to download a white paper. – Cathy, on June 05, 2008 22:03

A comment on the question "I just submitted a help ticket. Now what?" in PBwiki:

I'll take a look at that. This is my first wiki, and as far as I can tell, no one else in the department that I'm setting it up for has done one either--what I really need is "PBWiki for Super-Dummies"! But the community forum looks like it might be the next best thing. Thanks! – Rich Stewart, on June 04, 2008 20:27

A comment on the question "I just submitted a help ticket. Now what?" in PBwiki:

ski: Sorry you're having problems. I notice that you've had other interactions on Get Satisfaction in the past few months, and that PBWiki answered some of those questions for you, so I'm a little unsure about your current confusion. What can we do to help fix the problem you're having now? – Eric Suesz, on May 28, 2008 07:05

ski replied on May 27, 2008 08:10 to the question "I just submitted a help ticket. Now what?" in PBwiki:

Yes, what happens? I needed helped, clicked support, wrote my email, clicked submit, and landed on this page. Huh? Why? Am I supposed to do something here? I just wrote my support request and now it's gone and I don't want to write it again. Is this pbwiki a real company or some kind of school project or what? I'm not joking. I can't tell. I thought it was a real site but now I really have no idea. If it is a school project, great job kids! If it's a "real" company, I'd have to say "needs work."

ski started following the question "I just submitted a help ticket. Now what?" in PBwiki.

A comment on the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki:

Ski said, "The form should be customizable by wiki owners, such as some might require different info to make the 'allow/deny' decision." Yes, yes, yes!!! The more the wiki Admin can customize this, the more pertinent info that will be received for evaluating the merits of the access request, and the less follow-up work that said Admin will have to do. It will do much to save time, effort, and aggravation. – TexasT, on April 18, 2008 09:01

TexasT started following the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki.

ski replied on March 20, 2008 00:07 to the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki:

Ok, thanks for all the latest comments. That first one made no sense.

David E. Weekly replied on March 19, 2008 19:16 to the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki:

To chime in as well, we recognize Request Access as a very important feature - we'll work on this as soon as we get some of the other details of the 2.0 release out the door.

David E. Weekly started following the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki.

Paul Singh replied on March 19, 2008 18:30 to the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki:

Ski: Thanks for your thoughts. We've actually discussed a "request access" feature internally. While we can't promise that every feature will get released, we'll add your feedback to our product management discussions.

We're working hard to make the product even better - as Rachel mentioned, while we can't make each and every user completely happy, we do try to do the right thing for the majority of our userbase.

Rachel Pennig replied on March 19, 2008 13:24 to the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki:

Hello Ski,
I do think the "request access" feature is a good idea. Would you mind posting it in our feedback thread, found here? http://getsatisfaction.com/pbwiki/top...

We try to meet the needs of our users, but with 400,000 users it's sometimes difficult to meet the specific needs of individual users. We do, however, seriously consider all feedback and feature requests.

Thanks :)

Bob replied on March 19, 2008 12:37 to the problem "Approval system for prospective new wiki readers who initiate an access request?" in PBwiki:

For someone who's job is to provide cheerful support for a product with a pathetically limited set of features, I think they do a great job of "stretching" what they have, in order to make do. Think of it like one of those "cooking on a budget"-type shows. It's not her fault that the only "improvements" they seem to make are the ones no one wants. I know I couldn't support this product with a straight face!