Forum > Borrower Questions > How many days does it take a staff to reply a ticket Forum Guidelines

  • Volunteer Mentor

    Mar 6, 2018

    I am just wondering how many days it will take a staff member to reply a support ticket. I don't know why the staff members are delaying in replying a support ticket. There should be improvement on this platform. Please kindly help us to be able to get feedbacks from our support ticket.
    Thank you



  • Volunteer Mentor
    Fitri Fauziyah
    Kota Surabaya, Indonesia

    Mar 6, 2018

    Usually they answered our ticket within 3-5 Business days US Eastern time. This information usually showed after we sent our ticket.

    This is from zidisha staff, Laurie; I only copying her message. You can read Laurie full message here : goyimei.info/forum-threa...

    "The reason there is a limit to the number of pending Support Tickets for each borrower, at any particular time, is because Zidisha's Staff is very small.

    --> It's very important that borrowers be patient, and wait for a reply, before submitting another Support Ticket.

    --> Also, it would help the Staff a lot, after the borrower receives a reply on a Support Ticket, if the borrower needs to follow up about the same topic, to use the very same Support Ticket already created for that topic.

    --> And whenever a new topic needs to be discussed, it would help a lot if the borrower would create a new Support Ticket with the correct topic reflected in the Subject Line. This is because we have the ability to search for tickets by Subject, but not by keyword, and very often when the search results appear for "Interest in becoming a Volunteer Mentor" (for example), the actual topic of the most recent message on the Support Ticket often has nothing at all to do with the borrower's interest in becoming a Volunteer Mentor, but could be about reporting a technical error, or a question about a loan not yet disbursed, etc. (In Zendesk, we were able to change the Subject Line to reflect the actual topic of the most recent message in the email, which we *very often* used to have to do. However, in the Support-Ticket system, we unfortunately do not have the ability to correct the Subject Line, when necessary... and it very often is necessary.) Therefore, it really would help A LOT, if borrowers could please be more careful when submitting Support Tickets. "

    Translated by Google     Show original

    Usually they answered our ticket within 3-5 Business days US Eastern time. This information usually showed after we sent our ticket.

    This is from zidisha staff, Laurie; I only copying her message. You can read Laurie full message here : goyimei.info/forum-threa...

    "The reason there is a limit to the number of pending Support Tickets for each borrower, at any particular time, is because Zidisha's Staff is very small.

    --> It's very important that borrowers be patient, and wait for a reply, before submitting another Support Ticket.

    --> Also, it would help the Staff a lot, after the borrower receives a reply on a Support Ticket, if the borrower needs to follow up about the same topic, to use the very same Support Ticket already created for that topic.

    --> And whenever a new topic needs to be discussed, it would help a lot if the borrower would create a new Support Ticket with the correct topic reflected in the Subject Line. This is because we have the ability to search for tickets by Subject, but not by keyword, and very often when the search results appear for "Interest in becoming a Volunteer Mentor" (for example), the actual topic of the most recent message on the Support Ticket often has nothing at all to do with the borrower's interest in becoming a Volunteer Mentor, but could be about reporting a technical error, or a question about a loan not yet disbursed, etc. (In Zendesk, we were able to change the Subject Line to reflect the actual topic of the most recent message in the email, which we *very often* used to have to do. However, in the Support-Ticket system, we unfortunately do not have the ability to correct the Subject Line, when necessary... and it very often is necessary.) Therefore, it really would help A LOT, if borrowers could please be more careful when submitting Support Tickets. "


  • Martin Kimani Mwangi
    Bahati, Nakuru, Kenya

    Mar 6, 2018

    Correct Fitri, you've hit the nail right at the head. Zidisha operates mainly through the support of volunteers, who have other responsibilities. They usually beg for our patience, with total humility. Let's be accommodative and exercise patience as a virtual. Thanks Fitri, you've really improved in English, kudos! Keep up the great work you are doing. Regards


    Mimin Munawaroh and Joost like this.
    • Volunteer Mentor
      Fitri Fauziyah
      Kota Surabaya, Indonesia

      Mar 6, 2018

      Martin, that's detail explanation about the volunteer and the support ticket are from Laurie, not from me. I only copying hers (Laurie's message) here, so Sosu or anyone else can read it directly.
      So, you should say thanks to Laurie.

      Translated by Google     Show original

      Martin, that's detail explanation about the volunteer and the support ticket are from Laurie, not from me. I only copying hers (Laurie's message) here, so Sosu or anyone else can read it directly.
      So, you should say thanks to Laurie.


      Mimin Munawaroh and Joost like this.

  • Eric Boadi
    Nobekaw, Ghana

    Mar 7, 2018

    This is my 8th application after expiring for seven consecutive times but any time I apply , it goes through review before published. It has been more than five days but has still not been published. Meanwhile, days are counting.



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