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Often times we get asked about ‘why’ does Rochen only use a ticket based support system? To understand that, it’s important to step back and take a quick look behind the scenes as to what happens in a typical support transaction.
Rochen looks in detail at every step of our operation, in order to make sure we are giving and adding value to our customers.
A typical day on the Rochen support desk, may find one of our highly skilled support personnel fielding 5 to 10 customer tickets within a very, very short period of time. They may need to take time research a problem, or in some cases escalate that issue to second or third level support.
By using our ticketing system we can quickly and easily capture details and route tickets appropriately to meet our customers needs.
Reasonably, with Rochen’s large customer base in order to meet a telephone support system we would need to triple our staff. Now combine that with the random nature of technical support issues, we would often find we have too much staff or not enough. Either way this is a situation that is not good for our customers.
By taking a phone call our support personnel would be restricted to helping a single customer at a time, and not many. While you may not realize it, you’ve seen this problem in other areas of your life such as calling your bank. Unlike a ticket based system that allows our support technicians to respond to several tickets in the course of a few minutes, telephones restrict them to one problem at a time. The result – decrease in customer’s resolutions solved, longer resolution times and well of course, unhappy customers.
If you think about other industries such as the mortgage industry or credit card industry, when you call their support line, they will put you through a series of gating steps to buffer the time the customer service reps are taking with others. You may be asked to push “1″, then “2″ or be asked what language you want to speak to a rep in. All these are not really designed to help you, they are designed to slow down, or buffer, the incoming calls.
During that situation, you likely have been asked to enter your Credit Card number or account number, only to have the rep ask you for it again. – Why doesn’t the phone call tie that information into the call for the rep?
With a ticket based system we have all your information available to us in a single screen.
Telephone support is costly, time consuming, inefficient and simply doesn’t give our customers, who need help from technical support the same result a written response does.
One aspect of the telephone support model is its inefficiency, due to the support person who may normally be fielding 5 to 8 tickets in a span of 5 to 10 minutes, will be tied up on the phone.
By providing our ticket based support system, it gives the time for the customer to write out their problem. Often times this will yield VITAL information that would be missed, or time consuming to get by phone.
Rochen has an extensive knowledge base, but sometimes you don’t know the problem to search for. That’s where our support staff have the ability to review your problem and provide you the answer either from their own knowledge, or one of our KB articles. However, let’s say you have a reoccurring issue, or perhaps an issue that is not resolved, if we took that phone call, we wouldn’t necessarily have a proper record of the transaction.
Thus when you returned, you might find yourself explaining the problem again. Returning to a different industry, you probably have been on hold 20 minutes with a customer rep in a mortgage, banking, credit card, or other business.
You explain your ‘issue’ to the rep, they determine they can’t help you and will transfer you to a specialist. Often times, you find yourself explaining the problem all over again, no written history of your problem.
By entering your concerns or questions into ticket, we have a historical record of all your transactions.
Who hasn’t thought, if my call is important why is there a 30 minute hold time? It’s really no wonder the hold music is scratchy, horrible and is always something that gets stuck in your head. All the button pushing, music, constant reminder that you’re number 65 in line is because of the fact that phone support cannot provide the response time you need.
At Rochen we pride ourselves on answering questions as quickly as possible and hopefully resolving the issue the first time out.
Using a phone system would likely cause that quick resolution time to go to a “please wait, your call is very important to us” situation.
History of technical issues is vital to any hosting company. At Rochen we take history into consideration into many ways such as training support staff, improving service, better knowledge base articles, new products and services and of course a trend that may indicate a bigger problem is at hand.
However with all that in the ticket history we get the opportunity to know our customers, their issues and needs and at Rochen that’s the most important thing to us, our customers and their needs.
With that, there are a few things that can be done on the customer side to improve the response you get. This is not specific to Rochen, its applicable to any industry that has a technical support desk. By increasing the detail you provide, will result in a faster resolution and a more accurate response from technical support.
Generally any technical support group, at any company faces the dreadful ticket that opens like this:
“My website is broke, please help”
That is essentially a useless ticket, we can take a guess at what is broke but we won’t know. For instance, there are a few things that come to mind when asked that:
You can always help us help you by being as descriptive as possible, and when something is missing, our support personnel are there to guide and help you. If you don’t know, don’t worry! Just explain as best you can and go from there.
Rochen is in the process of updating our video KB tutorials with a fully refreshed set that will include many tools and Content Management system tutorials. Take time to review them and see how they can assist you.
And if you need help, we’re just a ticket away at our my.rochen.com ticket system.
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Tom Canavan is a member of Rochen’s ‘Enterprise Solutions Group’ focused on creating customized and complex hosting solutions.
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Read more https://blog.rochenhost.com/2014/05/hello-why-cant-i-call-you/
The Joomla! Project and the Production Leadership Team are proud to announce the release of Joomla! 3.2.4 and 3.3, the latest releases of the 3.x release series.
If you are currently running Joomla! 3.2 on a server with PHP 5.3.10 or later, we encourage you to update immediately to Joomla! 3.3 via either the one-click update or the update downloads available at https://www.joomla.org/download.html. For sites on servers with a version of PHP lesser than 5.3.10, 3.2.4 is the release for you. For other versions of the 3.x series, applying the update is recommended as soon as possible.
Note that in order to update directly to 3.3 via the core update component, you must be running 3.2.2 or later due to the raised minimum supported PHP version and the update system not supporting checking the server’s PHP version in older releases. Older 3.x releases will be prompted to update to 3.2.4 before being presented the 3.3 update....
Read more https://feeds.joomla.org/~r/JoomlaAnnouncements/~3/p9EaFZbHrGI/5546-joomla-3-3-0-released.html
The Joomla Project is pleased to announce the immediate availability of Joomla 2.5.20.
The update process is very simple, and complete instructions are available here. Note that there are now easier and better ways of updating than copying the files with FTP.
Note: Please read the update instructions before updating.
*Please clear your browser's cache after upgrading
Want to test drive Joomla? Try the online demo. Documentation is available for beginners.
Check the Joomla 2.5.20 Post-Release FAQs to see if there are important items and helpful hints discovered after the release.
See https://developer.joomla.org/version-2-5-20-release-notes.html for details of the tracker items fixed.
There are a variety of ways in which you can get actively involved with Joomla! It doesn't matter if you are a coder, an integrator, or merely a user of Joomla!. You can contact the Joomla! Community Development Manager,
The Joomla! Bug Squad is one of the most active teams in the Joomla! development process and is always looking for people (not just developers) that can help with sorting bug reports, coding patches and testing solutions. It’s a great way for increasing your working knowledge of Joomla!, and also a great way to meet new people from all around the world.
If you are interested, please read about us on the Joomla! Documentation Wiki and, if you wish to join, email
You can also help Joomla! development by thanking those involved in the many areas of the process. In the past year, for example, over 1,000 bugs have been fixed by the Bug Squad.
Thank you to the code contributors and active Bug Squad members that created and tested this release:
Achal Aggarwal, Allessandro Rossi, Alexandru Pruteanu, Andrea Zagli, Andrew Nester, Anibal Sanchez, Brad Markle, Brian Teeman, Carles Serrats, Chris Davenport, Constantin Romankiewicz, Dan Walker, David Hjelm, David Jardin, Demis Palma, Denise McLaurin, Dimitris Grammatikos, Edwin Cheront, Elijah Madden, Fiona Coulter, George Wilson, Hannes Papenberg, Hugo Avila, Itamar Elharar, Javier Gomez, Jean-Marie Simonet, Jurian Even, Kshitij Sharma, Lara Petersen, Marc Antoine Thevenet, Marco Richter, Mark Dexter, Marko Đedović, Matt Thomas, Michael Babker, Mohamed Infaz, Nikolai Plath, Peter Lose, Peter Martin, R Rajoz, René Alain Erichsen, Reinhard Hiebl, Robert Gastaud, Roberto Segura, Roland Dalmulder, Sander Potjer, Sebastian Hopfe, Stefania Gaianigo, Simon Asika, Thomas Hunziker, Tino Brackebusch, Tobias Zulauf, Valentin Despa, Viktor Vogel.
Thank you to the Joomla! Bug Squad for their dedicated efforts investigating reports, fixing problems, and applying patches to Joomla. If you find a bug in Joomla!, please report it on the Joomla! CMS Issue Tracker.
Active members of the Joomla! Bug Squad during past 3 months include: Achal Aggarwal, Adam Przybylski, Alexandru Pruteanu, Andrea Zagli, Andrew Nester, Anibal Sanchez, Ben Charlton, Ben Griffin, Benjamin Trenkle, Brad Markle, Brian Teeman, Chris Davenport, Christiane Maier-Stadtherr, Constantin Romankiewicz, Cyril Rezé, Dan Walker, Daniel Dimitrov, David Jardin, Demis Palma, Denise McLaurin, Dennis Hermacki, Dimitris Grammatikos, Edwin Cheront, Elijah Madden, Fedik Zinchuk, Gary Mort, George Wilson, Hannes Papenberg, Hugo Avila, Itamar Elharar, Jean-Marie Simonet, Jurian Even, Kevin Griffiths, Lara Petersen, Marc Antoine Thevenet, Marco Richter, Marko Đedović, Matias Aguirre, Matt Thomas, Michael Babker, Mohamed Infaz, Nikolai Plath, Peter Lose, Peter Martin, Peter van Westen, Peter Wiseman, Piotr Mocko, Robert Deutz, Robert Gastaud, Roberto Segura, Roland Dalmulder, Sander Potjer, Stefania Gaianigo, Thomas Hunziker, Tino Brackebusch, Tobias Zulauf, Todor Iliev, Toivo Talikka, Valentin Despa, Viktor Vogel.
Bug Squad Leadership: Mark Dexter and Nick Savov, Co-Coordinators.
A big thanks to the Joomla! Security Strike Team for their ongoing work to keep Joomla! secure. Members include: Airton Torres, Alan Langford, Beat, Bill Richardson, Claire Mandville, David Hurley, Don Gilbert, Gary Brooks, Jason Kendall, Javier Gomez, Jean-Marie Simonet, Marijke Stuivenberg, Mark Boos, Mark Dexter, Matias Griese, Michael Babker, Nick Savov, Pushapraj Sharma, Roberto Segura, Rouven Weßling, Thomas Hunziker....
Read more https://feeds.joomla.org/~r/JoomlaAnnouncements/~3/DYEdhBo273E/5545-joomla-2-5-20-released.html
LinkedIn has recently updated their application requirements and needs additional information about your site if you are using the authentication features of JFBConnect for Joomla social networking[1]. The JFBConnect - LinkedIn Application setup guide[2] has already been updated with these new settings. However, if you configured your application before the last few weeks, it's likely your Application is incorrect and LinkedIn authentication may break in the future. Please take the time to follow the steps below to verify your LinkedIn Application settings and ensure authentication using JFBConnect will continue to operate smoothly.
The updated requirement is to properly configure your "OAuth 2.0 Redirect URLs" setting. If you've already configured Google+ authentication[3] on your site, this step may be familiar to you. This setting lets LinkedIn know all of the valid URLs that a user can be redirected back to on your site. This enhances security of your application by preventing some attempts at 'hijacking' the authentication request.
The steps every Joomla site user with LinkedIn authentication using JFBConnect should take are:
index.php?option=com_jfbconnect&task=authenticate.callback&provider=linkedin
https://domain.com/index.php?option=com_jfbconnect&task=authenticate.callback&provider=linkedin, https://domain.com/index.php?option=com_jfbconnect&task=authenticate.callback&provider=linkedin, https://www.domain.com/index.php?option=com_jfbconnect&task=authenticate.callback&provider=linkedin, https://www.domain.com/index.php?option=com_jfbconnect&task=authenticate.callback&provider=linkedin
Please note: That setting should be a comma-separated list and all be on one line without line breaks after each value/comma. It will be hard to read, but that's how LinkedIn's settings work.
We have submitted a question to LinkedIn about a method to make the setting less complex (by not using the query string), but until that's answered, the solution above is the option we'd recommend. Until they enforce this new requirement, it's not possible for us to guarantee everything will work, but we are monitoring the update and will keep you posted of any new information we find.
As always, comments and feedback are welcome!
Read more https://www.sourcecoast.com/blog/linkedin-please-verify-your-application-settings
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