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February 13, 2012
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The Help Desk: a year in review

Mon Feb 13, 2012, 12:44 PM


DeviantART's Community Operations department aims to foster an environment where deviants can come together and be empowered within, and by, the community.  By providing an organized, motivated, accountable, and effective department, we are leading the way for deviants to participate in a manner where they feel listened to, valued, and inspired.  2011 was an amazing year for Community Operations and we wanted to share a few of the highlights!

:star: Introductions


The Community Operations department is comprised of both the Copyright & Etiquette Administration and Help Desk teams.

Fiona (fourteenthstar): Director of Community Operations

Copyright & Etiquette Administration

Daniel (realitysquared): Project Manager
Aun-Juli (aunjuli): Team Leader
Kay (damphyr)
Jenn (y2jenn)
Bryan (godofodd)
Dom (dxd)
Kassandra (kozispoon)

Help Desk

Evanita (ewm): Team Leader
Chris (Ikue)

dAmn & Forums

Pete (Tachy-on)


:star: Quick Stats Overview


Over the course of 2011 Community Operations solved:

34,249 General Help Inquiries,
17,981 Bug Reports,
2,931 Chat/Forum Inquires, and
46,399 CEA tickets. That's 101,560 tickets over the whole year.

For comparison, in 2010 we solved:

33,787 General Help Inquiries,
19,083 Bug Reports,
1,730 Chat/Forum Inquiries and
40,281 CEA tickets for a grand total of only 94,881.


:star: The Help Desk


The deviantART Help Desk is home to three teams:
  1. The main Help Desk team, in charge of answering tickets related to General Help, Bug Reports, and Chat/Forum Inquiries;
  2. The Copyright and Etiquette Administration, responsible for Abuse Reports, Account Ban Appeals, Policy Inquiries, COPPA Reports, DMCA Reports, and Spammer Reports;
  3. The Retail Customer Care department, which handles all retail-oriented inquiries.
The Help Desk is open Monday through Friday. Most issues, aside from CEA matters, are able to be resolved within four days -- and often, much quicker.  Due to their nature, CEA-related tickets require more time for investigation, and as such, the response time is greater.  

:star: Recent Improvements


We've been using Zendesk to run the Help Desk since September 2009, and it's greatly improved our ability to provide the best assistance possible.  Over the course of 2011, we were able to add several new features to the Help Desk, including:
  1. Two CEA ticket sections -- COPPA Reports and Spammer Reports -- that allow us to better monitor these types of situations.
  2. Additional requirements for filing Abuse Reports: name of offender and direct links to the abuse. These requirements have greatly reduced the amount of time it takes to make sure these situations are handled as diligently as possible.
  3. Ban Appeals are now exclusive to only deviants who are banned and need to appeal their ban. An amazing 49% of all tickets submitted to this category prior to the change had nothing to do with appealing a ban. The change allowed us to make sure that all Ban Appeals are truly banned deviants seeking to appeal their ban.
  4. "Satisfaction," a tool to help gain feedback on the satisfaction of the tickets we handle. When tickets are solved, deviants are able to vote either "Good Satisfaction" or "Bad Satisfaction" and can optionally leave a response stating why the satisfaction rating was given.
* Please note that the Help Desk only includes tickets submitted via the Help Desk Contact Form. This does not include all reports made by using the report violation button on deviations which are submitted to the Moderation Desk.


:star: Ticket Satisfaction Ratings


We began using the Satisfaction feature in April, and have maintained a positive rating of 83% across the entire Help Desk. This includes all departments within Community Operations, as well as our Retail department (which handles all tickets relating to deviantWEAR, Prints, Points, AdCast, and payment support for Premium Memberships).  Each department also has its own rating over the past 60 days.

General Help/Help: 83%
Bug Reports: 86%
Chat/Forum: 83%
CEA: 82%

:star: For 2012 and Beyond


As 2012 marches on, it's the aim of all Community Operations to:
  1. Respond to deviants as soon as possible, given the current volume of deviants in need of assistance.
  2. Respond with a positive friendly attitude.
  3. Respect and treat you as we would want to be treated.
  4. Guide you in the right direction.

:star: Thank You


It was a pleasure to help everyone last year! We look forward to serving you this coming year and hope to provide all deviants with the best Help Desk experience possible.


Add a Comment:
 
:iconilantiis:
iLantiis Featured By Owner Feb 17, 2012  Hobbyist Digital Artist
Will there be any more additions to the help desk team to help with the still overwhelming volume?
Reply
:iconawesomeferret:
AwesomeFerret Featured By Owner Feb 15, 2012
:iconheavyplz::iconsaysplz:Help desk is credit to team!
Reply
:iconlawrarandala:
LawraRandala Featured By Owner Feb 15, 2012  Hobbyist Writer
It was really good to read this article, helped me to understand Help Desk better. :clap:
Reply
:iconewm:
ewm Featured By Owner Feb 15, 2012  Hobbyist Photographer
Laura, I'm glad that you enjoyed the article and found it helped you to understand the Help Desk better :huggle:
Reply
:iconlawrarandala:
LawraRandala Featured By Owner Feb 15, 2012  Hobbyist Writer
:glomp: I've always known that Help Desk can get really really busy, and there are more and more new users to this site every day, and every one demands this and that... But anyway, after reading this article... well, it gives a whole new perspective to things, I think. ^^
Reply
:icongryphonia:
Gryphonia Featured By Owner Feb 15, 2012
:thumbsup:
Reply
:iconpamonk:
PaMonk Featured By Owner Feb 14, 2012  Hobbyist General Artist
Awesome!
Reply
:iconluvini:
luvini Featured By Owner Feb 14, 2012  Hobbyist General Artist
help desk team is very good, the problems i had was solved :3
Reply
:iconfarewell-spring:
Farewell-Spring Featured By Owner Feb 14, 2012  Hobbyist Traditional Artist
OK, I have sent a few questions/reports to help desk, most of which have been answered in a way that was not satisfactory, personally, I'm not really satisfied with the service your provide, all of what you say here sounds nice and good but in the actual field the system doesn't seems to work for me, the delay in answering is too big and the answer is usually not what I'm looking for.
As examples, here's part of a inquiry I sent: "I've tried moving them from Mozilla firefox, google chrome, internet explorer and my cell phone's browser Bolt and the same thing has happened each time...." this is part of the answer I received "It seems like you may have an extension for Firefox that is causing interference. Can you go to in your Firefox...", this shows that the representative didn't actually read and comprehended what I have sent, because obviously if I tried from other browsers with the same result it cannot be a firefox extension. Another one I sent, 5 days after I have sent my inquiry this is the response I get "I apologize for the delay. Are you still having trouble?" (yes, that's all I got) he should have included at least a few options to solve my issue, is not what he said, is that he didn't provide any possible solution, these are just two examples of terrible customer service.

Now, the satisfaction ratings, anything under 85% should be considered as bad, because below 85 means that you're not really good, that's like getting a C in School, you have passed but you're not a good student. Therefore, the only one that has a "good" rating would be Bug Reports, and even so it's pretty low, only 86%, there's no one in the 90's, and that's a bit concerning. I'm used to work in customer service, I worked in chat and email customer service, our satisfaction rate to be considered on goal was 86% and for the "selling" queue it was 90%.

On another note, recently I also reported a gallery that has 94 deviations, all manga pages and covers, most of which are licensed by Viz media, this gallery is not only posting manga pages and covers but it also contains links to illegal downloads of said mangas in the comments section, the response I received was the following "Claims of Copyright Infringement can only be legally filed by the actual copyright owner of the infringed work or by their legally authorized representative. Since you are not the owner or an authorized representative your notice on this matter is not considered to be legally valid and cannot be acted upon so your ticket will be marked as "Solved"..." ok, I understand the response (I'm not sure if this has much to do with the hesp desk per se but I take this opportunity to bring this matter up to you), whatever your policy this needs to be seriously reviewed, we all know of Naruto, we all know of One Piece, these are very popular series so I wonder why the person to attend my inquiry cannot forward this gallery for investigation to a responsible team, why I'm met with the response that unless Viz comes to report it dA wont do anything (that's how I understand the response I received), this site is plague with copyright infrigement, is too much, and it's really aggravating that whenever you take the time to report it you're met with a response like that or no response at all.
Reply
:iconpootwo:
pootwo Featured By Owner Feb 14, 2012
I sent a similar report when all my browsers had the same error. Even my iPad. I got the response along the lines of "I have never seen this in any other browser, just your version of safari." I responded with the fact that all my browsers were having the same problem, including my latest updated version on my iPad. Response: "Please check the satisfied box so we can close your ticket :D have a good day!"


Really? Yeah.
Reply
Add a Comment: