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‎03-13-2014 01:33 PM - last edited on ‎03-13-2014 01:41 PM by Retired

HP Recommended

Moderators,

 

This board is to bring technical threads to the dedicated agents. This board replaces @mentions. 

 

In order to qualify for this board, the thread must meet the following criteria:

 

  • It is a thread whereby no one is providing an answer.
  • Enough time has elapsed. (Agents do not work Saturday or Sunday.)
  • The thread must be older than 24 hours, unless the tone of the thread seems dire. 
  • It is a technical issue that can be resolved in the forum. Customer service issues will continue to go to the Customer Escalations board.
  • There is a dedicated agent who started to reply to the thread but is not following up. (Again keep in mind that tech support agents don't work 7X24 and don't work weekends.)

Directions on what the thread should look like:

 

Subject

  • The subject should include the title of the thread AND the name of the dedicated agent if there is a dedicated agent involved in the thread. If there is no agent engaged in the thread, then just the title of the thread will work.

Body

  • The body should have enough information for the dedicated agent. Think of this as an abuse report. Give the agents the same amount of information that you like to see when they send over an abuse report.

 

If you have additional thoughts, please reply to this thread. We will evolve the process as we go.

 

Best,

Siobhan

I worked for HP.
3 REPLIES 3

‎03-13-2014 01:44 PM

HP Recommended

Thank you Siobhan. You ROCK!

I worked for HP.
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‎03-14-2014 11:45 AM

HP Recommended
It's pretty clear and take care of yourself to not be sick! 🙂
I worked for HP.
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‎03-15-2014 01:48 PM

HP Recommended

It is very clear

I work for HP
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