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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
:iconfarewell-spring:
Farewell-Spring Featured By Owner Feb 17, 2012  Hobbyist Traditional Artist
Yeah, it seems like it's their automatic response to blame firefox, safari, IE, etc. They just want to say the problem is not theirs because it's your browser. :shrug:
Reply
:iconewm:
ewm Featured By Owner Feb 17, 2012  Hobbyist Photographer
I'm sorry that you feel that way but more often than not when asked about extensions it's because we haven't been able to reproduce the issue and we haven't had any other reports when if it was a site wide issue we should have received 100s of other tickets on the same situation. Unfortunately extensions can and do cause a lot of interference and if you check out the following Status post this is just the tip of the iceberg as to what sort of issues can and are caused by extensions. :)

[link]
Reply
:iconfarewell-spring:
Farewell-Spring Featured By Owner Feb 17, 2012  Hobbyist Traditional Artist
I didn't say extensions don't cause any issues. What I'm trying to say here is that that shouldn't be the automatic response because then you're just acting like a machine instead of a human being, if I wanted an automatic answer I wouldn't be contacting a human, when someone asks something you need to read, analize and comprehend what they say, and answer accordingly, not with a complete copy/paste response that's unrelated to their issue(copy/paste responses are not bad, but they need to be adjusted to the situation).

The topic here is not extensions or whatever else, the topic here is Customer Service and unfortunately, in my opinion, you aren't doing a very good job at it, the responses are not accurate and they're too canned. It seems like you just want to get tickets out of the queue, not actually resolve people's issues.
Reply
:iconfourteenthstar:
fourteenthstar Featured By Owner Feb 15, 2012
Hi,
I'm looking at your ticket right now and I see completely different communication taking place. You were advised that the version of Safari which you were using was not one which we supported, and then we never heard from you for a while, so you were asked to provide additional information or the ticket would be closed. You never replied until the ticket was marked as resolved after the standard 14 days no reply period. You then replied and thanked us.

If you log into the support page, you can review your ticket again and view this yourself :)

I trust you have updated your outdated OS X and Safari meantime, as this will have resolved any issues which you were having previously.

Hope this helps and clarifies any confusion,
Fiona
Reply
:iconpootwo:
pootwo Featured By Owner Feb 15, 2012
"I'll see what I can do on my end and let you know. Odd though that this was only a recent issue and I'm having the same issue on my iPad. Thanks anyway!"

After explaining that the issue was happening on my latest version of safari on iPad, when both had been working and it was "only a recent issue," I received no response for 10 days and then it was closed. Then I received a message asking me to check "resolved."

Even after updating my iOS on my iPad, the issue remains. I felt that my issue had been tossed aside, so I gave up and simply checked the box when asked to do so. I'll be getting a new Mac soon, and hopefully it won't be an issue then, but I still feel it was handled poorly.
Reply
:iconzeroraptor:
ZeroRaptor Featured By Owner Feb 14, 2012  Student Traditional Artist
:thumbsup:
Reply
:iconm-g-studio:
M-G-Studio Featured By Owner Feb 14, 2012  Professional Digital Artist
Somewhere in the middle of 2011 I sent a report and I didn't even get a reply.
Reply
:iconfarewell-spring:
Farewell-Spring Featured By Owner Feb 17, 2012  Hobbyist Traditional Artist
:lol: I have always received response from the help desk, usually the response is really bad but at least they respond... but the "report deviation" link is a different story, I sent some reports there and didn't receive response...
Reply
:iconewm:
ewm Featured By Owner Feb 14, 2012  Hobbyist Photographer
Hi there, I checked our records in the Help Desk to see where your ticket went to and I don't see any results for tickets sent in by you. Are you sure you didn't use the report violation button on a deviation as that would go to the Moderation Desk which is entirely different. :)
Reply
:iconm-g-studio:
M-G-Studio Featured By Owner Feb 14, 2012  Professional Digital Artist
Wherever it went, it doesn't justify the fact that I didn't get a reply, that's all I'm saying.
Reply
:iconitsnotfilia:
ItsNotFilia Featured By Owner Feb 14, 2012  Hobbyist General Artist
Knowing where it went might help the dude find it.
Reply
:iconkaz-d:
Kaz-D Featured By Owner Feb 14, 2012  Hobbyist Photographer
Awesome! :heart:
Reply
:iconphoenixleo:
phoenixleo Featured By Owner Feb 13, 2012
At last..someone else who also does the satisfaction ratings :phew:
Reply
:iconmeihua:
meihua Featured By Owner Feb 13, 2012
Thanks for your great work, guys :thumbsup:
Reply
:iconsagwagianhowl:
SagwagianHowl Featured By Owner Feb 13, 2012  Hobbyist General Artist
Excellente!
Keep up the awesome work guys~!
Hehehe, I asked a question on there, then ended up finding it out for myself a few days before reply xD
Reply
:iconalexandrasalas:
alexandrasalas Featured By Owner Feb 13, 2012  Professional Digital Artist
Keep the good work, guys! :thumbsup:
Reply
:icondivine--apathia:
divine--apathia Featured By Owner Feb 13, 2012  Hobbyist Photographer
I still reckon that gallery moderators should still be in control of miscats >.>
Reply
:icondark-terios:
Dark-Terios Featured By Owner Feb 13, 2012  Student Traditional Artist
me gusta el rpogreso que han tenido y me gustaria que hagan mas adelante y que algun dia sacaran DA movil
Reply
:iconicexdragon:
IceXDragon Featured By Owner Feb 13, 2012  Hobbyist General Artist
Just last year you guys solved an average of (Rounded off to the nearest decimal) 276 tickets a day. So divided among all 12 help desk admin, each one solved about 23 tickets a day. Keep up the great work.:thumbsup:
Reply
:iconewm:
ewm Featured By Owner Feb 13, 2012  Hobbyist Photographer
There's a few things you should keep in mind :)

Over the course of 2011 we added some new people :excited: We added $dxd in July and $kozispoon in August. Not everyone in Community Operations handles HD tickets as their main duty. For example some of the CEA handle the Moderation Desk exclusively while taking on some Help Desk tickets when they are escalated to them directly.

We only work Monday through Friday and we do have several holidays where the HD is closed. Last year the HD was open for 251 days. I went ahead and took 101,560/251 days and it looks like our daily average is 404.6 tickets a day. I checked our daily stats and so far we've solved 473 tickets today :wow:
Reply
:iconyoshiart24:
YoshiArt24 Featured By Owner Feb 13, 2012  Student Digital Artist
Me: (:iconyoshiart24: ) :iconsaysplz:Oh My gosh,HQ!That's Amazing!Keep p the Outstanding work!
Reply
:iconkovowolf:
KovoWolf Featured By Owner Feb 13, 2012  Professional General Artist
:thumbsup: keep up the great work! :)
Reply
:iconkozispoon:
kozispoon Featured By Owner Feb 14, 2012  Student General Artist
:boogie::boogie::boogie:
Reply
:iconkovowolf:
KovoWolf Featured By Owner Feb 15, 2012  Professional General Artist
:love:!
Reply
:iconicexdragon:
IceXDragon Featured By Owner Feb 13, 2012  Hobbyist General Artist
Woah, that's a lot!:wow:

I'm sure this year will be the best one yet!:la:
Reply
:iconewm:
ewm Featured By Owner Feb 13, 2012  Hobbyist Photographer
:nod: It's been a great year so far!
Reply
:iconmysticalangel101:
MysticalAngel101 Featured By Owner Feb 13, 2012  Hobbyist Writer
:clap:
Reply
:iconnamenotrequired:
namenotrequired Featured By Owner Feb 13, 2012  Student Interface Designer
:clap:
Reply
:icongillianivy:
GillianIvy Featured By Owner Feb 13, 2012  Hobbyist General Artist
I like to go in the wrong direction, please guide me that way.
Reply
:iconnamenotrequired:
namenotrequired Featured By Owner Feb 13, 2012  Student Interface Designer
I was going to reply to this, but everything I thought of would have been offensive to someone, so I won't :B
Reply
:icongillianivy:
GillianIvy Featured By Owner Feb 13, 2012  Hobbyist General Artist
;D That's okay, looks like I have Pedobear to guide me! :dummy:
Reply
:iconnamenotrequired:
namenotrequired Featured By Owner Feb 13, 2012  Student Interface Designer
Good! :P
Reply
:icongillianivy:
GillianIvy Featured By Owner Feb 13, 2012  Hobbyist General Artist
Or baaaaaad. :D
Reply
:iconnamenotrequired:
namenotrequired Featured By Owner Feb 14, 2012  Student Interface Designer
:paranoid: well, you asked for it.
Reply
:icongillianivy:
GillianIvy Featured By Owner Feb 14, 2012  Hobbyist General Artist
I know, should be careful what I ask for.... :nuu:
Reply
:iconabcdefr:
ABCDEFR Featured By Owner Feb 13, 2012  Hobbyist General Artist
This way!!!!!!!!!!!!!!!!!!!!!!
deviantART muro drawing Comment Drawing
Reply
:icongillianivy:
GillianIvy Featured By Owner Feb 13, 2012  Hobbyist General Artist
Did pedobear tell me to go to hell? :noes:
Reply
:iconabcdefr:
ABCDEFR Featured By Owner Feb 13, 2012  Hobbyist General Artist
You mean his house? Yes.

You mean you took this really corny joke seriously? Then No. Please do not go to hell. Don't.
Reply
:icongillianivy:
GillianIvy Featured By Owner Feb 13, 2012  Hobbyist General Artist
Maybe I should have kept the :XD: emote I originally typed, but the :noes: guy is so awesome. I know better than to go anywhere with Pedobear, though I might be a bit older than he prefers.
Reply
:iconabcdefr:
ABCDEFR Featured By Owner Feb 13, 2012  Hobbyist General Artist
:iconpedobearplz::iconsaysplz: We're all kids in this world,baby.
Reply
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