November 8, 2020 1:53 am

Dash cares about the user. That’s why we have a support desk managed by humans. Read about how they got to 10k tickets solved and some of the weirdest things they’ve seen

Dear Dash Friends and Users,

We are writing to you from the Dash Core Group Service Desk, to announce an exciting milestone: we have recently passed the 10,000 ticket mark! The Service Desk was started with the aim of serving the Dash community with technical and general support, as well as keeping Dash Core team inboxes fed only with quality communications.

At the very beginning, I, Pabo Lema (aka fible1), and Slawek Dudzik (aka splawik21) worked collectively on any type of issues reported by our community and users. Shortly after launch, Robert Wiecko, COO of DCG, took over the Service Desk, and, as a newly formed Operations Team, we began to professionalize our work environment and processes with a view to offering the highest quality of support possible.
In the early days, Slawek and myself were faced with the challenge of streamlining our communications with Dash Core teams:

  • What should be escalated and to whom?
  • Who is responsible for the communication?
  • How bug fixes and workarounds should be deployed and by whom?

These and many other questions arose really quickly. In our specific, distributed environment, each team has different criteria regarding what they are interested in and how much of it they want to see. As team members rotated, we strived to keep pace with changing needs and expectations.

The types of tickets we have served over the past few years have told the story of Dash, from early buyers returning after many years, to find a windfall on their hands, to the latest months and years, when large business players are expressing interest in partnering with us. What these tickets have in common is growth. Tickets from customers whose lives have been changed by Dash are …………….

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Author: Robert Wiecko
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tungfa is responsible for social media communications, and posts both original stories and links to news coverage of Dash from around the web.