Helpdesk feedback

[Kyle]

Is the HxHD serving its purpose? In fact -- what IS the main purpose of HxHD now? Over the last god knows how many years the helpdesk has served as a lounge/hangout first and a helpdesk second. These days it seems that the latter is being lost and I don't think many of us believe that that's solely because of new help tool or increased support from habbo themselves. It's because the helpdesk is uninviting and more often than not the staff are uninformed, incompetent, or just plain ignorant.

As it stands, not only do staff not know who the owner of habbox is

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They don't even know how to complete basic quests or even where the habbo way/quiz is located. Shocking!

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There's a huge problem of outright ignorance too.


When staff ARE in the desk they're either singing a song, staring into the distance or smashing their keyboards so they don't - god forbid! - go idle in the room. Bullying gets ignored if it's towards certain users, too.

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And if they're not actively trying to stay awake... They go to sleep and leave the room unmanned...

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So... is one of the underlying problems simply that staff don't have time to be staff any more? Is it too much of a chore?

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... or not...

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The main issue here, I think, is that staff simply don't want to be in the helpdesk. I've asked a number of people and the reason seems to be the same for almost everybody - trolls. But what is a troll? Many seem to confuse trolling or joking with actual bullying. A thick skin is important for every staff but all too often it goes too far. So why aren't bullies being properly dealt with?

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The 'us v them' culture needs to stop. Worry less about making enemies and more about making friends. If people feel that staff are approachable and friendly then they won't play up. It's quite simple really. Perhaps somebody else has a little more to offer on that front, some kind of event that encourages staff and users to interact.

Just to avoid being told that I'm always negative and not very constructive, here's some stuff I've noticed that we need more of:

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If staff don't know something then they should be prepared to educate themselves in order to educate others. This is perfect helpdesk behaviour and should be repeated over any "eioerjgg sorry dont want to go idle" or "no idea sorry" answers. If there's a question you don't know the answer to, note it down, try to find out, and be sure to pass it on when you find out.

Also this:

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"Your current DJ is DJ Smile" and encouragement to send in requests. YES! Help out other departments and ensure that all visitors are aware that habbox isn't just a helpdesk or a fansite and that it actually has some really engaging DJs and events staff... sometimes.

And so to the future. A mixture of ideas and suggestions from myself and others. Please add to or comment if you have anything to say.

- INTERACTION ~ The hour requirement isn't working on its own and staff are being very distant. Bring the helpdesk back around to its intended purpose of growing the habbox community. Instead of private bonding sessions where staff run around a room and swear at eachother in a private skype call perhaps the bonding needs to be done with the users they're spending so much time in the room with too.

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- EXCITEMENT ~ make people want to visit and stay in the helpdesk. The SNQ is one example but many other games are possible. I've not seen a proper HxHD event (barring the boring easter one, sry) in a long time. Not since hoteluser's sleepover I think? @Plebings; had some suggestions, maybe others can build on those

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- DEAL WITH THE BULLIES ~ Properly please. It's getting out of hand. Nobody knows where the line is, rules aren't clearly outlined and people aren't getting appropriately warned or banned. If users are sending death threats to DJs via request line for example (which happened just last week causing great distress and not a lot was done about it) then punish them in the room that they frequent. Make it known that bullying is NOT okay. Be stern and stop ignoring it. This sort of thing is NOT OKAY!!!

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- QUEST HELP ~ A lot of people come into the helpdesk and ask where a roller rink or a yellow van is or whatever. How about we get a habbox room that has everything needed and link it to the helpdesk?

oh and stop telling people to shh!

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sorry it's so long i wanted as much evidence as possible

[Lewis]

Must agree. Every single time I go to the HxHD people are always AFK.

I even noticed once that a HxHD staff member had an auto-typer to stop going idle, I kept asking if she was there and then every five seconds she'd just type a space. A lot of improvement is needed, despite some good things that are happening.

[sex]

people who send death threats should be banned!

also something i didnt see, maybe you mentioned i
some staff have attitude problems

[Storking]

The current set of staff as a whole are the worst in a long time and there's no excuses for it.

The same problems of bullies, trolls and wanting to be friends with everyone were around a few years ago but the desk staff were just better at dealing with it.

Some staff members spend 10x more time in the user area than behind the desk.

I echo everything else mentioned; the desk as it is now - is pointless.

[scottish]

The staff are completely idiots who have no idea anything regarding habbo, safety or anything else that would be asked in the help desk.

The staff are hired and promoted based on their friendship with the manager or other staff, nothing else.

The staff are essentially a circlejerk, they sit in their group and only talk to one another usually and ignore people asking for help or anyone else in the community really.

If people are only concerned about getting their minimum time done then I think it's time to get rid of them as they're obviously only wanting to do the bare minimum and only paying attention to their time in the help desk and not actually doing their job and helping people.

[David]

do management still use clones to check up on staff

[kitten]

totally agree. most of the staff are completely ignorant and don't help in the slightest, all they care about is having a casual conversation with other hxhd staff that aren't even behind the desk.
it's really irritating when you genuinely need help and there's no one to help because they're either afk or don't even bother looking at what you're asking of them!

[sex]

the just like rights in the coolest chatroom ever
cassie was dancing on bar constantly tonight showing off!

[MKR&*42]

Oh there is actually a thread somewhere concerning the people who cause the most hassle in hxhd who i won't actually name because i think we and they know who they are, but the excuse I am given everytime I ask any member of hxhd as to why they wont be banned is - "they will go on a clone and cause more trouble". Seriously it takes a handful of seconds to mute or ban a clone... much MUCH shorter than it is for them to either go on a clone or make a new one. Skynus (I THINK) actually managed to get some of them permanently banned last year from hxhd but they ofc whined so much and they were allowed back in which is an absolute pisstake.

Oh and in defence to the yellow van thing, it did actually used to be in a public room because of the quests being released soooooo long ago but yeah they should have up to date knowledge.

Oh and although i dont visit habbo/hxhd much anymore, when i do go in there i do agree that most of the staff do an APPALLING job at being active and answering questions, not all of them that's fair, but a very large percentage. Users get more help from other people in the room most of the time.

Five is the minimum so i cant see why thats a problem ok yoiu have got to have at least five hours of your life spare i swear down that's not even 1/33rd of a week.

[Samantha]

do management still use clones to check up on staff

I do, and it's worked on some occasions more often than none. Discussed a couple of instances over Skype with the senior help desk team. A lot of things were found, one person favoured others (gave people warnings, but not this specific person) whereas someone else muted my clone in the room for asking for help (lol). Both of which were dealt with at some point, I know one has been removed from the team since then.

When Charlie was manager it was discussed by me and her (and then seniors) that the bullying needs to be tackled down on. Unfortunately, she resigned soon after that, but I know Sam is wanting to stop it too. He is still fairly new and finding his feet, but hopefully the bullying will be limited and perhaps just a revamped warning system (or reinforced one).

I will be going through this thread more thorough, but I'm not currently at home!