Helpdesk feedback

[akeel$]

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.

This completely. People are sat at the FRONT desk afk and in some cases they come to the front for a minute then back to go afk and will repeatedly do this for the hour or so. I've asked for help sometimes and just been ignored maybe even waited 20-30 minutes because I was that desperate. The HXHD Staff are not serving members as they used to.

[myles]

LOL OMG AT WHAT I SAID TO GRANT.....

[Plebings]

i can fully understand how boring it can be, but when it comes to ignoring qs and giving abuse that is unacceptable. i have no idea what goes on behind the scenes, if there are guides (REGULARLY UPDATED TO FEATURE NEW QUEST INFO/RECENT HABBO ISSUES) that staff can look up information on, if there isn't it needs to be done, if there is it needs to be pushed regularly for staff to use.

looking at the stickies why not add some more information, do we really need one sticky for each team? why not use them to advertise recent hxhd changes (upcoming hxhd events like snq) and maybe a sticky that gives ideas of what people could ask (updated to incl help with current habbo quests).

too many stickies? might be time for a hxhd client forum.

[TheJokerEffect]

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

Very interesting, I am going to agree that some HxHD Employees are sloppy but they are also new, most of the people in your evidence are new but that of course is no excuse for anything really, I don't know what to type as I was a Help Desk Staff and to point out that "only people care about doing mins" I only cared about doing above 20 hours.. as i felt that doing the largest amount of Hours would prove something?? nope, only proved that i had wasted my time more than any other.

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.

Auto-Typer? ouch, that is entirely wrong as people need and desperately need to engage with everyone, I'll say that i wasn't the best at engaging as it was hard to come to terms with a stranger but at least i had a go.

people who send death threats should be banned!

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

Some staff do and I will say I do get frustrated with people but no attitude would show up,

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.

As i said ^ Now it has turned into a thing where 5 hours then i am done for the week, i think it's pointless having it at 5, but if they bump it up HxHD could possibly lose people,

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.

I have noticed this a lot, that people just go in and do nothing for how many hours than can do in that one day, and being essentially "circlejerks" is just silly, people have problems with just seeing whats on the face of someone or group, and I am going to agree with you on the getting concerned that the minimum is done part, as I only ever saw people (not all but some) only do minimum which is just b.s, I mean they had time when i see them on the FRONT end of the desk, why not thrive to do more hours, I only ever did 20+ hours and once i did 40 something hours as I thought I'd put myself (hours wise) infront of everyone, but it gained me nothing in the long run, maybe a few friendships gained which was always fab .

On the whole, some of this is true, I don't know how to defend something like this as it maybe true.

[IzzyUhh]

Ive noticed a lot of this. Do staff get like feedbacks as silly as it may seem? Telling them how they did on their first week or first hour etc?

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[iLogan]

do staff still have an afk room? and maybe do more mystery visits using different accounts and impose harsher sanctions on staff who are under performing

[lRhyss]

As staff, I do agree with most of the points raised here (Even though (with proof) I am guilty of more than one of these). The main reason I'm staff is because I like to talk to people, make friends (sometimes) and just chat watch... As well as help out when I can. However, the Help desk is really not going anywhere, it's a tradition thing, it's not going to budge, sadly.

[LiquidLuck.]

As staff, I do agree with most of the points raised here (Even though (with proof) I am guilty of more than one of these). The main reason I'm staff is because I like to talk to people, make friends (sometimes) and just chat watch... As well as help out when I can. However, the Help desk is really not going anywhere, it's a tradition thing, it's not going to budge, sadly.

That's why it needs a change to go back to serving its purpose. If the only reasons you joined are because you like to talk to people and make friends then visit and hangout in the room, helping people if you feel like it, don't apply to a role that requires being always ready to stop doing whatever you are doing like having a conversation with a friend to help out someone in need.

(Nothing against you and not trying to target you in particular, just giving the example that can very much be general).

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Also not sure how the SOTM in the HxHD is being done, but a little word of advise for the current management, do not do it based on the amount of hours! Not going to name anyone, but we had someone who would do crazy amount of hours every week and guess what, she was not nearly the best staff nor even a good one, and always afk behind the desk.

[lRhyss]

helping people if you feel like it

I said when I can :rolleyes:

Pretty sure applications for Habbox official rooms are still open... Why not make a hangout and have it Habbox official? Then link to the helpdesk?

Really can't believe no one has done that yet.

[Samantha]

That's why it needs a change to go back to serving its purpose. If the only reasons you joined are because you like to talk to people and make friends then visit and hangout in the room, helping people if you feel like it, don't apply to a role that requires being always ready to stop doing whatever you are doing like having a conversation with a friend to help out someone in need.

(Nothing against you and not trying to target you in particular, just giving the example that can very much be general).

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Also not sure how the SOTM in the HxHD is being done, but a little word of advise for the current management, do not do it based on the amount of hours! Not going to name anyone, but we had someone who would do crazy amount of hours every week and guess what, she was not nearly the best staff nor even a good one, and always afk behind the desk.

When other members were in the department, they said it was focused too much on hours done instead of the actual helping and stuff within the desk. The reports did reflect this somewhat, but luckily Charlie began changing that and did once we had discussed it. I think SOTM this month hasn't been based off of the most hours (which is great), it's more who has shown the greatest improvement, helped throughout the month to a high standard, actually doing the job correctly to the standards in which we aim for.