Month: March 2018

Survey Results and Analysis

Survey Results (Part 1):

 

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Performance of Owners

  • Based on the findings, it would appear the majority of staff feel owners (not including main owners) do an average or above job at solving issues reported to them. The overall rating sits at 3.79, leaving us with room for improvement.
  • The rating for the effectiveness of reporting to an owner and the confidence that any issue reported would be eventually seen by a main owner is a 3.64. This puts us at a low C, also an area we need to work on.

Timeliness of Promotions

  • Guest => Member
    • Rating: 3.43
    • Comment:
      • This needs to be better monitored
  • Member => Moderator
    • Rating: 3.36
    • Comment:
      • This is unsatisfactory — I’ve made a strong note of this and will revise the situation.

Helping as The Priority

It sort of saddened me to see where it looks like we stand with this. Overall rating was 3.43, also below average (C). Going forward I will try to make sure everyone is on the same page.

Blog Posts for Promotions

From the chart, the consensus is fairly crystal: most feel that we do not need more blog posts announcing promotions.

Posts about General Information about Help

With an average rating near 5, it’s very clear that a good chunk of staff would find this beneficial. This has been duly noted; I will try to get more content out there in this regard.

Professionalism of Owners

Overall rating was rather average. I won’t comment too much on this subject, because it’s something I’ve attempted to stress many times. As always, I’ll deal with situations as they pop up. This is very important to me and is something I believe is crucial for being a successful support base. I also will continue to try to instill that in others.

Professionalism of Members & Moderators

From the chart, most selected 3 or 4. While the rating is only slightly above average, I was generally satisfied with this because of perceived expectations. It just shows we have room to grow, and that’s what it’s all about.

General Satisfaction

It seems most fall into the middle categories. I felt this was a good question to ask because I want this to be a setting everyone is glad to be a part of. I know I have big shoes to fill, but I will continue to be as receptive to input as I can. This survey has been particularly insightful for me, and I hope to implement changes that can improve both the experience here and the public perception of Help.

Survey vs. Staff Meetings

The general consensus is that these surveys are more effective at determining issues at Help than staff meetings are. With that in mind, I’ll start thinking about when to slap another one on the calendar.

Main Owner Feedback (Part 2):

 

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It appears as though most feel comfortable approaching me with concerns — so, that’s a plus. I’m pleased with this and hope this carries forward. For those sitting in the categories below a rating of 5, I truly hope I can shatter any image of me being aloof and unapproachable. I do care about what you all have to say and I try my best to not have things fall on deaf ears!

While the score for the timeliness of the rate at which reports are dealt with or responded to is near a 4, I consider this an area of strife. This has unfortunately been an issue of mine with other things, as well. I seek to improve this and am still working on this every day.

A little over 80% of the staff members that participated in the survey feel concerns reported to me are kept confidential, on a need-to-know basis. This was sort of upsetting for me, because it’s something that is of the utmost importance to me (< 90% is subpar to me). I have made a note of this.

With an average of 4.25/5, I was a little downhearted that we had half of the survey participants fall into categories below the top score for the perceived interest I have in resolving matters reported to me. I think this is a multi-faceted problem. I will say that I do care quite a lot about solving issues reported to me, however I believe actions speak louder than words. This section of the feedback was very helpful to me. Although it probably doesn’t need to be said, I have always frowned upon belittling reports. If I am busy whenever you send me something, I will try my best to convey that and get back to you as soon as I can. If it something pressing, I will try to make it the priority. An extension of this is that I am planning on streamlining this so staff have a mechanism to contact me if I’m offline and if it’s also an emergency. More on this will be published later.

The average for the reported level of leniency when it comes to my dealing of other rule-breaking staff members floats above a fairly mediocre score. I believe this is quite accurate — I tend to err on the side of being very forgiving. I will attempt to continue to combat natural inclinations and assign/carry out the best possible course of action.

As expected, my presence and interaction with the community is a bit lacking (3.83/5). I unfortunately cannot make any promises that this will drastically improve, because my time management is not where I want it to be, but I will make a concerted effort to be online more and chip in as much as possible.

The responses varied a bit when it came to the quality of the communication of changes implemented at the chat. Since the advent of the club feature, I’ve been trying hard to create a neat and convenient way for us all to stay in the loop. This has been a challenge, but I will try to polish this and get things across better.

The average response to my handling of staff drama or other staff problems well is a low C. I suppose it’s difficult to comment in great depth without having references to cases that were viewed as handled poorly, but I do think this is something I need to work on. I have always tried to come up with the most rational solution to problems as they sprout up, however I recognize that I don’t always diffuse things in the best time and degree. I think this falls in line with my leniency in taking care of situations. Perhaps there are other factors that I’m unaware of — at any rate, this was helpful to me. I’m all for becoming a better version of myself.

Finally, a little over 80% of those that took the survey feel my professionalism is at a 5. While I was okay with the rating, I know I am able to get emotionally compromised. I’ll try to do everything in my power to uphold a professional demeanor at all times, regardless of my mood.

 

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A Guide to Opening Tickets

 

Please select which department you need a ticket for:
A General Question or Concern
Account Block
Account hold
Chat Block
Domain Unblock
Email Change or Email Hint
Location Update
Locked out
Lost Access
Lost Auth
Payment Problems
Report Phishing Site
Report scam
Short names and Groups

This guide serves to give an example of how to open a support ticket, with screenshot examples for every help topic.

Please note that when opening a support ticket, regardless of the help topic selected, you should always use a subject of five or more words, and that your ticket MUST be in the English language.

At the time of writing this, (June 2018), it is impossible to open a support ticket while logged out. This affects a few select help departments:

  • Account Block (When opening a ticket for a deleted account)
  • Locked out (For when you receive E29)
  • Lost Auth (For when you cannot login due to the authentication system)

If you need a ticket in the above departments, you should contact a volunteer, either directly on https://xat.com, or on xat’s forum. Remember to include the following information: ID (identification) or registered username of the account in question, the associated email address, whether or not you have access to the email address, and why you need a ticket. You can find volunteers on the forum by visiting https://forum.xat.com/staff.

A General Question or Concern

This department is used for general questions that one may have about xat, including but not limited to questions about reselling, the cyan pawn, the forum, or if you’re unsure about which department to use.


Provided below are subjects and messages that you may copy/paste onto the ticket form.
Subject 1: A request to become a xat celebrity
Message 1: I would like to receive the cyan pawn on xat, since I am a celebrity. [Explain how you are famous here, and why you believe you should receive the cyan pawn]

Subject 2: A request to become a trusted reseller
Message 2: I would like to be listed on the wiki page for trusted resellers. I have several years of experience. [Attach testimonials and proof of satisfied customers here, as well as why you believe you should be a reseller.]

Subject 3: Request for forum account deletion
Message 3: I would like for my forum account to be deleted. [Include reasons why you want your forum account deleted.]

Subject 4: Request to be listed as External Resource
Message 4: I would like for my website, https://example.com, to be listed as an external resource on the wiki. [Insert reasons here as to why your website should be an external resource.]

Please note that you MUST be a paid user to open a ticket in this department.

Account Block

Users may open a ticket in the Account Block department if their account has been held indefinitely and are receiving System Problem 55.

Users may also open a ticket in the Account Block department if they have a 7 (or more) day hold that they want to receive information about.

Finally, users may need a ticket in the Account Block department if their account has been deleted for breaching the xat terms of service, and are receiving E28 or E55.

Due to the fact that users cannot open a ticket while logged out, if you are receiving E28 or E55, you will need to contact a volunteer directly to open a ticket for you. Below is an example of what information you should deliver to them:


Provided below are subjects and messages that you may copy/paste onto the ticket form, or into a forum private message:
Subject 1: My xat account has error 55
Message 1: My xat account has error 55 and I cannot buy xats or trade. Please help me!

Subject 2: My xat account is held
Message 2: My xat account was held for more than seven days again. Please help me, as I am unsure why this is the case.

Subject 3 (for forum use only): I need a ticket opened please
Message 3 (for forum use only): My xat registered username is USERNAME. My xat identification number is ID. My email address is EXAMPLE@GMAIL.COM. I can access my email. I would like a ticket opened under Account Block because my xat account was deleted and I am receiving E28.
Please note that you do NOT need to be a paid user to open a ticket in this department.

Account hold

Users may open a ticket in this department if they have an account hold that is less than 7 days, and is being reapplied every time they login from home.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject: My xat account is held
Message: My xat account has received a 5-6 day hold but is continually repeating. Please help me!
Please note that you do NOT need to be a paid user to open a ticket in this department.

Chat Block

Users may open a ticket in this department if their chat group has been blocked from promotion, delisted (removed from lists), or otherwise deleted.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject 1: My chat is blocked from promotion
Message 1: My chat group, https://xat.com/chat, has been blocked from promotion. I’d like to be able to promote my group again.

Subject 2: My chat is not listed on https://xat.com/groups
Message 2: My chat group, https://xat.com/chat, is not showing up on any of the lists. I’d like for it to be relisted.

Subject 3: The media on my group has been removed
Message 3:  My chat group, https://xat.com/chat, has had all media removed from it. I’d like for it to be restored.

Subject 4: My chat has been deleted
Message 4: My chat group, https://xat.com/chat, has been deleted.  I’d like for it to be restored.
Please note that you do NOT need to be a paid user to open a ticket in this department.

Domain Unblock

Users may open a ticket in this department if they would like to request for a domain to be unblocked via LinkValidator, or below your chat. Please note that if you would like a domain to be placed on page 0 of your chat, you must specify in the relevant ticket (as it’s blocked by default).


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject 1: Can my domain be unblocked?
Message 1: I am requesting that the domain https://www.example.com be unblocked from LinkValidator. [Include reasons as to why it should be unblocked.]

Subject 2: Request to add domain under my chat
Message 2: I would like for the domain https://www.example.com to be added under my chat group, https://xat.com/chat.

Please note that you MUST be a paid user to open a ticket in this department.

Email Change or Email Hint

Users may open a ticket in this department if they need an email change on an account that they can log into. For security reasons, you can only update to a Gmail address at this time.

Users may also open a ticket in this department to get a hint as to what their account email is.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject 1: I need to change my account email
Message 1: My current account email is EXAMPLE@GMAIL.COM. I would like this changed to EXAMPLE2@GMAIL.COM.

Subject 2: I need a hint to my email
Message 2:  Can I please have a hint to what my account email is? I have forgotten.
Please note that you do NOT need to be a paid user to open a ticket in this department.

Location Update

Users may open a ticket in this department if they need a location or IP address update to use account locking.

Please note that this is different than the Locked Out department, due to the fact that you only need a Location Update support ticket when you are still able to login to your account, but while it has account locking disabled.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject: I need my location updated
Message: I recently moved locations and would like for my current location to be updated.

Please note that you do NOT need to be a paid user to open a ticket in this department.

Locked Out

Users require a ticket in this department if they are receiving E29 and cannot login. If a user has Account Locking enabled but moves location, they will be unable to login.

However, it is currently impossible to open a ticket while logged out. If you need a ticket in the Locked Out department, you should contact a volunteer, either directly on https://xat.com, or on the xat forums. Remember to include your ID, registed username, email address, whether or not you have access to the email address, and why you need a ticket. You can find volunteers on the forum by visiting https://forum.xat.com/staff.

Below is an example of what information you should deliver to them:


Provided below are subjects and messages that you may copy/paste into a forum private message:
Subject (forum use only): I need a ticket opened please.
Message (forum use only): My xat registered username is USERNAME. My xat identification number is ID. My email address is EXAMPLE@GMAIL.COM. I can access my email. I would like a ticket opened under Locked Out because I am receiving E29 and cannot login.
Please note that you do NOT need to be a paid user to open a ticket in this department.

Lost Access

Users may open a ticket under the department of Lost Access if they have lost access to their account by forgetting the email and password, or by forgetting the password and losing access to the email.

If you have found that you’ve lost access to your account, you are required to create a secondary xat account. To do so, follow the instructions here: https://xthelp.wordpress.com/2010/06/12/how-to-reset-your-identification-number/

Once you have a secondary xat account, login to it at https://xat.com/login. After you’ve logged in, you may open a ticket under the department of Lost Access.


Provided below are subjects and messages that you may copy/paste onto the ticket form.
Subject: I lost access to my account
Message: I have lost access to my primary account, REGISTERED USERNAME (ID), and cannot login. I have forgotten my email address and the password to my account. Please note that you do NOT need to be a paid user to open a ticket in this department.

Lost Auth

Users require a ticket under the Lost Auth help department whenever they attempt to login but receive E36. If a user gets a new mobile phone, or loses their secret authentication token and QR, they will be unable to login until the authentication is removed from their xat account.

However, it is currently impossible to open a ticket while logged out. If you need a ticket in the Lost Auth department, you should contact a volunteer, either directly on https://xat.com, or on the xat forums. Remember to include your ID, registered username, email address, whether or not you have access to the email address, and why you need a ticket. You can find volunteers on the forum by visiting https://forum.xat.com/staff.

Below is an example of what information you should deliver to them:


Provided below are subjects and messages that you may copy/paste into a forum private message:
Subject (forum use only): I would like a ticket opened please.
Message (forum use only): My xat registered username is USERNAME. My xat identification number is ID. My email address is EXAMPLE@GMAIL.COM. I can access my email. I would like a ticket opened under Lost Auth because I am receiving E36 and cannot login.
Please note that you do NOT need to be a paid user to open a ticket in this department.

Payment Problems

Users may open a ticket in this department to submit payment problems here. Problems include, but are not limited, to: Missing xats or days after purchase, as well as problems relating to account reserves.


Provided below are subjects and messages that you may copy/paste onto the ticket form.
Subject 1: I have bought xats but didn’t get them
Message 1: I purchased xats recently, using the payment method of [PAYMENT METHOD HERE]. However, it has been over 48 hours and I still do not have my xats. I was charged money.

Subject 2: My reserve is extremely large
Message 2: I purchased a lot of xats and now my reserve is extremely large. Is there any way for it to be reduced or removed?
Please note that you MUST be a paid user to open a ticket in this department.

Report Phishing Site

Users may open a ticket in this department to report a private server, or a website that is designed to steal your account or personal information. Please ensure that you include the URL of the website that you are reporting.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject 1: I’m reporting a phishing website!
Message 1: I am reporting the website https://www.example.com because it is a phishing website. It attempts to steal information from users.

Subject 2: I’m reporting a private server
Message 2: I am reporting the private server https://www.example.com because it is a xat private server. It has stolen assets from https://xat.com.

Please note that you do NOT need to be a paid user to open a ticket in this department.

Report Scam

Users may open a ticket in this department if they have been scammed or stolen from. If another xat user has maliciously stolen from you, or if a phishing website has stolen from you, you may report it here. Please be sure to be as explicit and thorough as possible, including ALL screenshots and videos that you may have.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject: I was scammed, help me!
Message: I was scammed by the user REGISTERED USERNAME (ID). [Please include proof here, such as screenshots or videos of the scam occuring.] [Please include what was stolen from you here, such as a list of powers, or IDs.] [Please explain how the scam occured here.]
Please note that you do NOT need to be a paid user to open a ticket in this department.

Short names and Groups

Users may open a ticket in this department if they need a short name transferred, or if they want a short name or a group to be put back up for sale.

Please note that if you would like a short name transferred between two accounts, you need a ticket opened from both accounts. This is done for security purposes so that xat may verify your identity.


Provided below are subjects and messages that you may copy/paste onto the ticket form:
Subject 1: Request for short name to be put up for sale
Message 1: I would like for the short name [SHORT NAME HERE] to be put back up for sale. It has been inactive for over 1 year.

Subject 2: Request for short names to be swapped
Message 2: I would like for my short name, [SHORT NAME1 HERE] to be transferred to my secondary account, [SECONDARY ACCOUNT NAME/ID HERE].

Subject 3: Request for chat to be put on sale
Message 3: I receive error Not Available (6) when I attempt to purchase the group [GROUPNAME HERE]. I would like for it to be put back up for sale.

Subject 4: Request to purchase deleted chat
Message 4: After a friend recently deleting their chat, xat.com/CHAT, I’ve decided that I would like to purchase it. However, the group transfer page says that the group is not available. Can it please be put back up for purchase?
Please note that you MUST be a paid user to open a ticket in this department.

If you have any additional questions about how to open a ticket, you may visit https://xat.com/help, or open a thread on the xat forums under the General Support section.