The "Service Desk" section has disappeared - page 12

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Sergey Golubev:

This is exactly what I'm writing about: a user, for instance, started a blog about a bug in signals services and describes his case.
Here's the analysis of this case, search or post answers on how to solve his case if he doesn't say what operating system he has, and doesn't say whether he has VPS and what kind of VPS, etc.

There is nowhere else to send such newcomers ... The forum for them (and there used to be a service desk) is the last resort.

PS. Send them to the English section - we are patient there.

You're cutting my branches there. Yesterday I was impressed by your post, how in Eng. part is not enough answers specialists. This morning, around 9am Moscow opened a poll on rebates and how to work with them intelligently. In the poll there was an item - what are rebates? About a third of respondents chose it, which means that people simply do not know what it is.

OK, I have explained everything carefully, gave examples, I have not mentioned any brokerage companies, names of rebate services too. I went to look at 11 a.m. Moscow to see if there were any questions but the topic was dead! How can I understand it other than hatred for Russians? Can you comment on it?

 
Alexey Volchanskiy:

You're cutting my branches there. Yesterday I was impressed by your post, how the English part lacks expert answers. This morning, around 9am Moscow, I opened a poll on rebates and how to work with them intelligently. In the poll there was an item - what are rebates? About a third of respondents chose it, which means that people simply do not know what it is.

OK, I have explained everything carefully, gave examples, I have not mentioned any brokerage companies, names of rebate services too. I went to look at 11 a.m. Moscow to see if there were any questions but the topic was dead! How can I understand it other than hatred for Russians? Can you comment on this?

I did not delete ... I can't comment.
"And how should this be understood, except as not hatred of Russians" - but this (hatred of nationalities) is definitely not there in English.
And I don't want to hold a "general meeting of moderators" about the rebate thread ....

 
Sergey Golubev:

I did not delete ... I can't comment on it.
"And how can I understand it, except that I do not hate Russians" - but this (hatred of nationalities) is definitely not there in English.
And to make a "general meeting of moderators" about the thread about rebates is not desirable ....

There is hatred, otherwise there is no explanation for the killing of perfectly politically correct threads. Is the Rebate thread considered politically correct, or have they tightened the screws here too?

I don't need to do anything, I don't care, I just won't post there anymore, let them discuss where to download MT4, there was such a question today.

 

There was a thread in the English section about ME. People were going through the software options, but the moderator started deleting posts with the reason "advertising".

In the Russian MoD thread there are plenty of such "advertisements", too, but no one deletes the posts.

Loosen the grip and people will pick up. You cannot be banned for advertising a product that is designed for use in other areas. Surely, in the English section, the advice to use MathLab would be considered "commercial product advertising".

 

If they removed the section, why haven't they turned off the servicedesk notification? It's still active, but when I click on it, it says the page doesn't exist

admins, please fix it

 

As soon as we talk about "improving" MQL, the answer is always: "The old ones slowed down the company, now we are moving into the future".

The issues with WebRequest have not been solved and have not been solved, so now you have to solve those issues yourself and guess by coffee grounds how they could and could not solve them.

All the correspondence will go to hell, blame it on technical failure (but not hands!). That's from past experience.

i.e. all comments during product edits decided to be removed too?

You can get a lot of negativity on the forum for a simple question, it's already a fact because every third person thinks he is the greatest programmer and on any question about programming such individual begins to write "you're dumb" and then "let me do it for money".

I.e., if somebody has problems with installation in MT4 (it is not displayed in the Market or something else), they have to write on a forum or the seller will take care of this problem? Maybe not really a question, but as an example. They will take a word out of context and poke around, this is a forum, its specific purpose is unknown to most.

If I understand correctly, the company is only concerned about money and they will send you to a forum to ask questions.

 

Well installation issues and customer assistance, I think, should be decided by the vendors themselves.

It's not contextual... These are the realities of the marketplace.

And solve the problem with not displaying the marketplace, the problem with downloading can be solved through Teamviewer


Comments have been removed and communication with the moderator has been removed. They've done what they've been asking for for 5xx years!


Forum - no comments

 
Vladislav Andruschenko:

Well installation issues and customer assistance, I think, should be decided by the vendors themselves.

It's not contextual... These are the realities of the marketplace.

And solve the problem with not displaying the marketplace, the problem with downloading can be solved through Teamviewer


Comments have been removed and communication with the moderator has been removed. They've done what they've been asking for for 5xx years!


Forum - no comments

I agree with the installation.

I didn't mean to clarify. I meant that after a purchase of a product the customer doesn't see its purchase in the terminal (this is exactly the question because I faced such a situation 3 years ago and it was resolved directly through Service Desk. The forum would not help at all). as a result, support made some adjustments and in about a week the product was with the buyer in the terminal.

Communication with the moderator - I will give my example again. The problem was with WebRequest. The Expert Advisor placed orders according to the calendar. The problem was the following: since early this year (since spring, I think) WebRequest is not supported on Windows below 10 (you can use it, but only with dll. Yeah, only dlls are banned in the Market). I tried to trade with this robot, but the automatic one did not let me through. Finally, the moderator has asked us to add manual placing of orders. I have done it - the validator missed it, the file is updated. Only now I have to explain this to every buyer (no problem, as a seller I will answer and should help). Consequently, moderators can give an answer on how best to bypass the system. Because on the forum on the problem with WebRequest I skipped more than half of the comments, because there was one water and nothing was solved. and the problem as a whole has not been solved.

And the manoeuvre with updating the adviser sounds differently like this: "well, yes, we made such a validator. do like this, and who will not work on 8, 7, this is their problem and yours as a seller. we got the commission, then you yourself.

 

It was precisely because of the number of people who suddenly felt that our employees should spend their time answering questions about everything and everyone that we closed the public listserv. Service Desk has turned into a global madness. Don't forget that we serve the whole world, not just the Russian-speaking part.

There is a huge amount of searchable information on this website. We have done our job, and in 7 languages. Now it is up to everyone to spend their time searching for answers to their questions.

Technical issues should be dealt with in a public forum so that every decision has a shoulder effect. Working with technical issues with 1:1 leverage in a closed service desk is economically unprofitable for any company with economies of scale (100-1000 clients is not scale).


We are now fundamentally changing the service processes on the website and automating everything we can.

Unfortunately, some of the old processes which used to be done manually have been put on hold for a while.


What do we automate and redo?

  1. Vendor registration
  2. Publication of products, including updates. Automatic updates have already been allowed.
  3. Publishing in kodobase
  4. Freelance arbitrage
  5. Improving processes across the board and making them clearer


Critics:

  • To understand reality, you need to be able to get into the position of each side (2-3 sides at least) rather than cementing yourself in your personal position
  • the "i'm owed", "somebody else has to do something", "it has to work like this" modes are usually wrong when you look at reality from above
  • always consider the economics of processes and economies of scale
  • the distribution of free benefits cannot last forever. in the IT sphere a feast of freebies has been created, leading to the error of perception of a whole generation "in the sphere of XXX everything must be free".
  • listen to the explanations - they are correct, reasonable and valid
  • we have statistics and experience - we know what we're doing
  • We're doing fine, thank you.
 
Renat Fatkhullin:

It was precisely because of the number of people who suddenly felt that our employees should spend their time answering questions about everything and everyone that we closed the public listserv. Service Desk has become a worldwide frenzy. Don't forget that we serve the whole world, not just the Russian-speaking part.

There is a huge amount of searchable information on this website. We have done our job, and in 7 languages. Now it is up to everyone to spend their time searching for answers to their questions.

Technical issues should be dealt with in a public forum so that every decision has a shoulder effect. Working with technical issues with a leverage of 1:1 in a closed service desk is economically unprofitable for any company which has the effect of scale (100-1000 clients - it's not scale).


We are now fundamentally changing the service processes on the website and automating everything we can.

Unfortunately, some of the old processes which used to be done manually have been put on hold for a while.


What do we automate and redo?

  1. Vendor registration
  2. Publication of products, including updates. Automatic updates have already been allowed.
  3. Publishing in kodobase
  4. Freelance arbitrage
  5. Improving processes across the board and making them clearer


Critics:

  • To understand reality, you need to be able to get into the position of each side (2-3 sides at least) rather than cementing yourself in your personal position
  • the modes "i have to", "someone else has to do something", "it has to work like this" are usually wrong when you look at reality from above.
  • you always have to consider the economics of processes and economies of scale.
  • the distribution of free benefits cannot go on forever. the IT sphere has created a feast of freebies, which led to the error of perception of the whole generation "in the sphere of XXX everything must be free".
  • listen to the explanations - they are correct, reasonable and valid
  • we have statistics and experience - we know what we're doing
  • We're doing fine, thank you.

Are you going to bug-report like in wine or other large scale projects?

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