Where is everyone

[Andreaz]

Can someone from staff please start working there, we had scheduled helpdesk swap from perldesk to this **** and now it stopped totally because i simply cant get the installation packages. I really thought it was no big deal.

Is there sales or anyone working at weekends, how do you people are getting staff replys ??? how this all work without anything ? yeah, heh well iam just working on this, i hope we are not needing support or something like that ever.

[craigbrass]

Kayako staff don't work weekends.

[Andreaz]

Your joking?

[craigbrass]

No and I do agree with you, they *should* be working weekends considering help desks don't take the weekend off. Jamie (operations manager) says that is their eventual goal.

[Andreaz]

Oh well then !... hmm i thought they are just slow or something. Well need to do something else then, just supricing this all.

[craigbrass]

Maybe a message should auto be sent out at top of autoresponder and just after submitting a ticket at the weekend until you go 24/7?

[Andreaz]

I heard that "24/7" too often in our own work, well it can't be done and no one can't ask it for real, but 2 days off from one week is alot for this typical software. I just want to download it and my order just hanging somewhere between pending and heaven.

[Jamie Edwards]

Hi Andreaz,

What are you waiting on?

With regards to not opening on the weekends, we recognise this does cause inconveniences for some people. Here is what I posted about the subject in another thread:

Originally Posted by Jamie Edwards

Support and sales hours are ~ 20 hours a day, on weekdays. During the weekends, the sales and support offices are closed. However, some of our tech-team are on hand over the weekend to support our hosted services.

Those are our official hours. Aside from those, I am rarely out of reach (via our forums or e-mail) and Raghav (one of our managers at the Indian office) often comes into the office on the weekends. We also have a dedicated community over at the forums who would be more than happy to help you out.

24/7 support and sales coverage is certainly something are working towards for the future. To achieve this we need to grow our teams, but do not want to put quality on the line over quantity - so I am sure you can understand why this is a gradual process for us.