Anyone go to the town hall today and notice the Q&A that asked how many closed tickets are in maintenance vs resolved.
Explain the difference like I'm 5 and then tell me why they didn't give a straight answer and just kept repeating that the numbers went down?
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We completely forgot to explain the difference between the two like I'm 5. I'm net new to the field.
AD has done this for years. JG slaps his back and applauds him. All other FIG leaders shake their heads in dismay at how this is even allowed
Cooking the ticket numbers for years by hiding them in Maintenance
It was phenomenal, right?
JG was surprised that it wasn't one of the pre-approved questions.
AD, RC and SG have been cooking those metrics since they took on service, touting a 95% client satisfaction rate. When in actuality they close out inquiries asap and pass them on to an am/rm role or other teams to figure it out rather than servicing the client. Then more complex inquiries get tucked away in a “maintenance” bucket which is continuously being moved around to avoid being part of their bs metrics bc they don’t turn as fast. Today someone had the ba--s to ask about those “maintenance” inquiries and AD fumbled. Hopefully the gig is finally up with that whole team and their LACK of client service and the burden they push onto other teams who have much less headcount. Either JG was surprised by the question or he’s in on the whole scam.
Waste of time listening to Gibbons. Didn’t go. Didn’t miss anything- yawn.
We actually feel the same about the posters here. Low performers are out per Mike Lyons.
Products move tickets to maintenance to maintain the service numbers
Aged maintenance has been noticed. The hiding gimmick does not work
A large amount of hours every week are wasted flipping reporting categories
JG townhall was waste of time - all I heard was we're doing so great because of 3 people...and sales is great.
@a6 facts! My team has to constantly move cases to the "resolving" team ASAP. Even when it is clearly not ready for dev or maintenance and def when it has yet to be identified as defect or user error/working as intended.
If there are 10,000 cases in service or resolved, there is most def 10x that in dev/maintenance
Gibblets and AD are the next batch that needs to go, god they are just awful.
Fudging numbers by moving ticket status.
Clown Gibbs