New Reporting System

Former_MSE_Andrea

We've moved over to a new report ticketing system today.

We've been using eticket, a free piece of software, for around 7 years now. It's served us well but we've been looking for something better for some time and have moved over to Zendesk today which we hope will help us deal with reports quicker.

Please let us know if you see any glitches when sending reports.

Thank you!

Andrea

Barnabysue

I've had an email thanking me for my report, but I haven't made one, do I just put this down to teething problems with the new system

Mandelbrot

Barnabysue wrote: »

I've had an email thanking me for my report, but I haven't made one, do I just put this down to teething problems with the new system

You're not the only one to have such problems.

How are MSE going to differentiate between a report that WAS made by a user and one that WASN'T?
They surely can't have the time to check back with each individual user before acting on it? :think:

coolcait

This is worrying.

If I get one of these messages, how can I be sure that it is simply a system glitch, rather than an indication that my MSE account has somehow been hacked?

The issue raised by Mandelbrot is also very worrying. How can you be sure that apparent multiple reports aren't just a system glitch? How do you check that? Or any other possible reasons for apparent multiple reports on one thread or post?

poet123

I agree, it will result in people being banned unfairly.

Indie_Kid

Well, that explains the odd email. I have made a report today and received an email about it. Actually, I received 2. One was from the Moneysavingexpert forum team (? I think that's what they call themselves) and someone whose name I can't remember.

torbrex

Yet another example of fixing something that wasn't broken

Will the new system have the option of opting out of receiving an email confirming the report?
I already know that I have reported a post, I typed out the report so I don't need an auto-response that tells me nothing.

fermi

No tickets from reports sent this morning yet.

torbrex

Just so you know, the Youguv site also uses Zendesk and it doesn't work.
All the messages that I have ever sent have been returned as undeliverable and when I use the feedback form to tell them about it, I get a message telling me that my feedback will get a response within 3 days but that never happens.

Former_MSE_Andrea

Thanks for the feedback everyone, it's noted.

To those concerned about how reports are dealt with - that isn't what's changed.

We're simply using a different software that they arrive into.

Torbrex,

No, eticket wasn't broken as such but it wasn't easily searchable and we needed something better to handle the increased number of reports we get now compared to when we started using it, around 7 years ago (I alone handled 46,000 last year and those are only the ones that needed to be escalated to me, our extremely hard-working Forum Team guys deal with more).

That's interesting to hear about Yougov, we'll bear that in mind, thank you.

We have a very different system and rules though. We can only reply to people if we need further information to deal with the report so our auto reply won't say that we reply back.

Tixy

Andrea

torbrex wrote: »

Will the new system have the option of opting out of receiving an email confirming the report?
I already know that I have reported a post, I typed out the report so I don't need an auto-response that tells me nothing.

Is this something that could be looked in to and might be possible? I would also definitely choose to opt out of the auto-response emails and I am sure others would as well.