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Reyn

Chess rating: 1299



 Topics started


Canada
Give chess goodie
Thu Dec 7 2017 8:26PM | MsgID: 19778667


Originally posted by: "Apollo"


In contrast, the HelpDesk accumulated some 80 queries in November this year alone. Of course, it has to be borne in mind that HelpDesk queries are confidential between Admin and the respondent. A few could have been quickly self-resolved by reference to the FAQs, but there is a genuine and demonstrable need for the HelpDesk, a service which we at ChessWorld believe to be the best within our sector.

Apollo - Admin




I agree that a number of the posts could be self-solved by referencing the FAQs first. Perhaps we can improve on this mentioning this prior to a post being generated?

Also, posts that were for simple things like "cancelling their account", which isn't really possible.










Apollo

Chess rating: 1290





 Topics started


United Kingdom
Give chess goodie
Thu Dec 7 2017 4:05PM | MsgID: 19778656


Originally posted by: "Taotaomonas"
Would not be a bad idea to have a help forum similar to the newbie one.
Potentially take a bit of strain off the helpdesk




The Advanced Help Forum has had 14, 17 and 22 queries in each of the last three years.

The Newbies Forum is rather more sparse, with 4, 6 and 6 queries in each of the last three years.


In contrast, the HelpDesk accumulated some 80 queries in November this year alone. Of course, it has to be borne in mind that HelpDesk queries are confidential between Admin and the respondent. A few could have been quickly self-resolved by reference to the FAQs, but there is a genuine and demonstrable need for the HelpDesk, a service which we at ChessWorld believe to be the best within our sector.

Apollo - Admin










Taotaomonas

Chess rating: 1699





 Topics started


Australia
Give chess goodie
Thu Dec 7 2017 2:58PM | MsgID: 19778647


Would not be a bad idea to have a help forum similar to the newbie one.
Potentially take a bit of strain off the helpdesk
Maybe get questions answered more quickly and out of hours
Encourage more forum interaction and use

Arguably there may be more technical questions other members cannot answer fully. But generally speaking I imagine most are 'attemptable' by anyone who has been around for a while.
Why go rushing down to A&E if your local GP can tell you what you need to know.







TamCoblyn

Chess rating: 1744





 Topics started


Wales
Give chess goodie
Wed Dec 6 2017 10:07PM | MsgID: 19778633


[Quote from: "Reyn"]
[Quote from: "Apollo"]
We try to provide a responsive HelpDesk but we cannot staff it 24/7.

Apollo . Admin


I would also like to add to this, which is not a well-known fact. All of us admins are volunteers (not paid staff).



Generally the reasoning behind this is for the enjoyment of the game. Hence why organisers as they used be called helped despite the at time frustrations.๐Ÿ˜œ







Reyn

Chess rating: 1299



 Topics started


Canada
Give chess goodie
Wed Dec 6 2017 9:23PM | edited: 9:25:18 | MsgID: 19778632


Originally posted by: "Apollo"

We try to provide a responsive HelpDesk but we cannot staff it 24/7.

Apollo . Admin



I would also like to add to this, which is not a well-known fact. All of us admins are volunteers (not paid staff).







TamCoblyn

Chess rating: 1744





 Topics started


Wales
Give chess goodie
Wed Dec 6 2017 8:47PM | edited: 9:59:39 | MsgID: 19778629


Originally posted by: "Apollo"
True enough.

But, as you note, this is a common question; that is why it is answered on the Top 10 FAQs page.

We do try to cover all essential points but unfortunately some Members, rather than trying help themselves, take the "easy" option and contact the HelpDesk. Indeed, and, perhaps unreasonably, you may agree, often expecting an instant answer, rather than carrying out a fairly cursory check of the FAQs.

We try to provide a responsive HelpDesk but we cannot staff it 24/7.

Apollo . Admin






Sometimes not going through the FAQ's can result in faster solutions. Reading other threads is a simple example. A reply to another thread and curiosity helped on this occasion.

The fact that Chessworld.net is a truly open ended site allows answers to come forward in the most unexpected of places.

Provided aid during the time playing snails mail chess so appreciate the final remark. Probably also explains why I am so chopsy in the Forums.

TamCoblyn

Subscriber








Apollo

Chess rating: 1290





 Topics started


United Kingdom
Give chess goodie
Wed Dec 6 2017 7:20PM | MsgID: 19778627


True enough.

But, as you note, this is a common question; that is why it is answered on the Top 10 FAQs page.

We do try to cover all essential points but unfortunately some Members, rather than trying help themselves, take the "easy" option and contact the HelpDesk. Indeed, and, perhaps unreasonably, you may agree, often expecting an instant answer, rather than carrying out a fairly cursory check of the FAQs.

We try to provide a responsive HelpDesk but we cannot staff it 24/7.

Apollo . Admin












TamCoblyn

Chess rating: 1744





 Topics started


Wales
Give chess goodie
Wed Dec 6 2017 5:27PM | MsgID: 19778625


Originally posted by: "Apollo"
As always, check the FAQ's - a wealth of information lurks here awaiting your inspection! ๐Ÿ˜Š




Not wanting to disagree with what is as always a sensible and a very valid point, but lost count of the number of times opponents have expressed that time is always a reason for not doing a certain thing when visiting this site. Not saying this is true in this instance but... I always find it fun trying to be a helpful fella.

The FAQ's has a wealth of information, but trudging through can sometimes seem quite daunting.:-b)







Apollo

Chess rating: 1290





 Topics started


United Kingdom
Give chess goodie
Wed Dec 6 2017 4:46PM | MsgID: 19778624


As always, check the FAQ's - a wealth of information lurks here awaiting your inspection! ๐Ÿ˜Š







Taotaomonas

Chess rating: 1699





 Topics started


Australia
Give chess goodie
Wed Dec 6 2017 4:06PM | MsgID: 19778623


Thanks Tam







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