Introducing Support Staff?

[GoldenMerc]

Hi,

I was thinking earlier why Habbox doesn't have support staff plus what their roles would be if they were to have support staff, Due to the fact it normally takes around a day for a admin, or someone to get back to a ticket it brings me to the point of maybe its worth giving it a try?

Obviously giving 5+ random people admin permissions is stupid and idiotic BUT what if the support staff had access to /support, could reply to tickets then post on forums for appeals they believe in. Example ~
If HotelUser got banned for IP Scanning and he submitted a ticket pleading for his account to be unbanned, he was also on the autoban list thus so he couldn't create a new account. This could easily be solved by support staff which would ease up the administrators roles.

By doing this support staff would post a plead on the forum say 5 unbans every month or so they can unban someone worthy enough of a second chance, obviously if say Sierk hacked xxMATTYGLYKxx then it wouldnt be under the grounds of being unbanned. But the minority of bans on this forum are just to stop trouble, to stop people from coming back on, not even severe bans such as hacking etc.

Questions?
Ross

[Mark]

I guess it's worth a try, or hire one more Admin?

[GoldenMerc]

More administrators = more risk, thus i think its meant to be 1 Admin per 100 active users if im right.
Plus the chance to give more, exciting roles should be a key in Habbox's development. People wouldn't come onto a fansite if their was no jobs avaliable, then they can't get involved in the community

[xxMATTGxx]

It's a very interesting idea and first I've heard of it being suggested at Habbox. I'm not quite how well this would work because certain information would have to be made more available to staff, as surely they would need to know the autoban list and maybe why people are banned in the first place? So they would have to be quite trusted members of staff. Not sure if that is something we should risk by making applications open and letting anyone apply?

Hiring more admins isn't the question as their role can become quite pointless if it's just for the sake of dealing with support. I would say replying to support tickets within a day isn't that bad and if it was any longer than a day then that would be a problem.

I'll see what anyone else has to say about it as I'm not 100% this would benefit anyone that much. As support seems to be dealt with at a reasonable rate at the moment, including people who email Habbox as well.

[GoldenMerc]

It's a very interesting idea and first I've heard of it being suggested at Habbox. I'm not quite how well this would work because certain information would have to be made more available to staff, as surely they would need to know the autoban list and maybe why people are banned in the first place? So they would have to be quite trusted members of staff. Not sure if that is something we should risk by making applications open and letting anyone apply?

Yep its obviously got to be trusted, fairly known members but hiring people who are already staff isn't really fair, I mean theres a lot of people on Habbox who have previously worked in roles which requires trust and decided the job wasn't for them, Obviously being smart hiring someone who registered a week ago with 6 posts (this isnt anyone, well it prob is but i dont know them) would be stupid. I can't see having applications a good idea, Although i'd personally say hire a manager someone who knows what there doing then let them choose the people they want, e.g some of the mod team seem like they have the right attitude. Having access to the autoban list isn't in my eyes trust, having access to peoples email address's etc is. Il note the permissions i think they should have at the end

Hiring more admins isn't the question as their role can become quite pointless if it's just for the sake of dealing with support. I would say replying to support tickets within a day isn't that bad and if it was any longer than a day then that would be a problem.

100% Agreed

I'll see what anyone else has to say about it as I'm not 100% this would benefit anyone that much. As support seems to be dealt with at a reasonable rate at the moment, including people who email Habbox as well.

Well if you think about it, the current roles at Habbox arn't really unique and intresting, i mean you can get them on every single fansite around, But having a role like this would be unique, plus it means the community works a lot better.


Permissions ~
Access to autoban list
Access to ban reasons (upon request) ~ SO NO MODCP ACCESS

If you make it all sort of Request of the admin, so once a ticket comes in saying oh iv been banned for revesing a payment through paypal, we can request further information off you to provide a sheet of information to consider the ban.
Ross

[Inseriousity.]

It's true that jobs keep people interested but I don't think this is a good idea. I wonder how many 'unban me please' msn conversations there would be! While no-one can avoid some bias, giving it to so many people makes it easy to manipulate. At least with admins doing it, they are least likely to be swayed by it cos they have more to lose. The only way to counter this is to a) leave it as it is or b) make the support staff work on it together, which would just add more time on top of it rather than cut it down.

I'd say a day's waiting time was pretty good! If it was a week or two then yeah I'd agree but a day means I think whoever's doing it should be congratulated, especially as it must be one of those things that are pretty easy to overlook.

[GoldenMerc]

Yeh obviously some people would get messages saying unban me but most people on Habbox are banned don't return, thus so they wouldnt care if they got their old accounts back. THere couldn't be a chance of them being biased due to the fact they have to request the ban to administors e.g write up a scheme maybe even a scheme to stop them making trouble on the forum?
Ross

[Inseriousity.]

Oh I see, I can't have read that properly. Then I think the added bureaucracy would just make it worse. cos instead of admin - support ticket - decision. it would go support staff - ticket - thread in support staff forum - admin - decision. Surely the latter would just take longer.

[GoldenMerc]

It most likely wouldn't take longer due the fact support team would only have one role, admins have many roles such as scott who has to wash his clio, clean his teeth etc (joking)
Nah admins have more roles than one, thus support team would only have one role which would make the support tickets be done faster, To be fair its not really about speed considering 1 day respond time is pretty good, its more about making it more efficiant e.g if admins don't have to do that they can be getting on with some other work which means work gets done faster. Plus a cool role at hx

[Inseriousity.]

but that's the point, they'd still have to do it, they'd just have to do it from somewhere else.