Support Requests

Published by rich on Friday, February 29, 2008 - 17:20:07

Constantly a source of joy, pain and sometimes amusement (more often the later two) - I spend a lot of my time dealing with support requests.

As much as I’d like to pretend SpamButcher is easy to setup for everyone - it’s not. Knowing your server configuration is a fair amount to ask of most people.

Our program to stop spam email isn’t a perfect product. It works great for a lot of people, but others not as much. That’s why we offer our free 21-day test drive, and even follow that up with a 30-day return policy.

What pains me though is that many, many support requests are made excessively complex and difficult by the support requester.

Usually it all comes down to what information is included, or excluded in a request.

9 out of 10 times, I can identify a bad request without reading a single word. Consider the following:

This is probably a bad support request. Unless their name’s Jack Kerouac, they need to break up things a bit.

When someone includes in a support message everything that’s on their mind - it’s usually counter-productive. I dread reading messages like this. While I try to answer all questions regarding our anti-spam email software in a timely fashion, I’m more likely to deal with concisely written requests first.

It’s helpful when people stick to the facts:
-The nature of the problem
-Any error messages they’re getting
-If they tried any suggestions previously offered by support, or listed on the website
-If it’s not clearly implied, what they want done about the problem

Isn’t that a lot better?