its difficult for us to track what goes on MSN as we cannot assign someone to read all MSN transcripts. We have to centralize our support and keep a track of things.
We are running short of people on helpdesk and we cannot afford to loose quality of support from helpdesk. someone working on MSN takes close to 30 minutes to resolve any small technical problem while it takes 1 - 2 minutes max to sort that problem in form of a ticket.
Volume of tickets has increased recently and we cannot afford to make our response time like other hosting companies. We have to take this decision to improve quality of support with growing customer base.
We are hiring people as per our growth but you cannot expect every new staff member to come and start doing 50 tickets a day.
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