Although it isn’t ultra-common, once in a while we’ll get 1 user who sends in about 50 support tickets at once telling us their forum has been hacked, or their forum is under attack, or they’ve deleted their forum and need it recovered immediately. I always feel a little guilty when I run across one of these tickets, because there’s literally nothing that I or another member of the Support Team can do to fix the problem. We can offer our advice, but we do not have a magic button that restores a user’s board. I deleted my forum once and regretted it, so it’s not like I don’t understand why these users feel upset and are trying to seek a restoration. I never get upset for that reason. You know what I do get upset about though? I get upset when a user feels like they can send in a gross number of tickets asking the same thing over, and over again. How is that supposed to help? Are they thinking that perhaps if they submit an unignorable amount of tickets that they will be placed in a magic queue for an instant restoration? Anyway, all of this got me thinking about the actual people behind the computer screen.
Are we dealing with immature children? Are we receiving tickets from people who are simply lonely? Are they mentally retarded (and I mean that in the nicest way, medically)? Or are they people who haven’t gotten their way in the past and are now seeking revenge by purposely submitting tickets to annoy? Who are these people? These questions can’t be answered, because we often never figure out who these individuals are on a personal level. The more this happens the more I’m certain that the ticket system will evolve to let Support Staff ban individuals from using the system – and that’s not what we want to do. We want everyone to be able to enjoy the benefit of free support for their InvisionFree or Zetaboards forum, but it sure would be nice if people didn’t take advantage of us.
Now for a positive note: Of all the people who do submit support tickets, 95% of you have great questions that we all enjoy answering. Your postive attitudes and great feedback never go unnoticed, and we even have a discussion in the staff lounge specifically for compiling all of your terrific reactions. So… thanks.