Mitel Forums - The Unofficial Source
Mitel Forums => Introduction and Announcements => Topic started by: ralph on January 21, 2013, 09:34:58 AM
-
Rafic Khalaf @rafic_khalaf tweeted today that you can win an iPad for opening an online ticket.
Here's the exact tweet:
Did you know you can win an iPad with online tickets ?
Anyone know anything about this? Seen a bulletin?
Ralph
-
Hmmm... I haven't heard of this at all, and a quick search of the portal brings up nothing.
(random thoughts) Wonder if this is some kind of incentive to fill out the survey after a ticket closes or something...
-
I sent an email to tech support asking for details.
Here's the response:
Hi Ralph
an announcement will be made soon on MOL under the Support page.
thanks,
TSN
Ralph
-
Cool... maybe a little incentive for me to ask some of those stupid "next time I talk to tech support I will mention it" questions. :)
-
This is going to be a disaster, and fun.
-
Here's the issue with "Web Only" tickets:
Sometimes you get faster results by asking the question on this forum.
And...
Frequently get better answers.
Ralph
-
Here's the issue with "Web Only" tickets:
Sometimes you get faster results by asking the question on this forum.
And...
Frequently get better answers.
Ralph
True enough... but you don't give away iPads. ;D
-
Not yet......
Ralph
-
Here's the detail:
1. Webtickets promo plan:
1. The certified field technician within a Mitel AuthorizedPartners (AP) or a Mitel Branch that raises the highest number of Non-Critical, legitimate and detailed tickets through the TechCentral Tracker (TCT) tool on Mitel On line (MOL) will be entered into a draw for a prize.(Prizes: IPADs, Tablets, MTU Training voucher, etc..). Draws will occur during the first week of April 2013, July 2013, October 2013 and January 2014.
1. Here are some of the benefits of the online tickets to the Mitel AP:
Tickets raised 24x7x365
Same SLA's as phone tickets
No wait times on the phone - Online
Detailed documentation of the problem , inclusion of attachments such as logs, traces- reduces resolution time
A bulletin will be available on MOL and in the Partner Newsletter detailing the plan.
I disagree with the "no wait time" note. My experience has been to wait a day for an update.
-
Here's the detail:
1. Webtickets promo plan:
1. The certified field technician within a Mitel AuthorizedPartners (AP) or a Mitel Branch that raises the highest number of Non-Critical, legitimate and detailed tickets through the TechCentral Tracker (TCT) tool on Mitel On line (MOL) will be entered into a draw for a prize.(Prizes: IPADs, Tablets, MTU Training voucher, etc..). Draws will occur during the first week of April 2013, July 2013, October 2013 and January 2014.
1. Here are some of the benefits of the online tickets to the Mitel AP:
Tickets raised 24x7x365
Same SLA's as phone tickets
No wait times on the phone - Online
Detailed documentation of the problem , inclusion of attachments such as logs, traces- reduces resolution time
A bulletin will be available on MOL and in the Partner Newsletter detailing the plan.
I disagree with the "no wait time" note. My experience has been to wait a day for an update.
LOL... note that is says "No wait times on the phone", not that there is no wait time, I read it that way at first too.
The wait time seems to depend a lot on the product you open a ticket on... For a 3300 ticket, about a day sounds right, for the 5000 or Nupoint usually 1/2 day, smaller apps (MBG, ME, etc.) usually under an hour in most cases, the last few tickets I have opened online have been either with MBG or UCA, and within 10 minutes I usually get an email that says a note was added to the ticket of "Investigating", with somekind of answer within an hour.
I don't really understand the part of the promotion that says "that raises the highest number of Non-critical..." it doesn't make much sense. I hope it is clarified because I open 2-3 tickets a month on average, not much chance of me getting entered that way.
-
My staff has been informed that until further notice I am to open all tickets with Mitel. :)
Ralph