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MXRoute bulk closing support tickets
From: https://www.reddit.com/r/mxroute/comments/1x3pip4/how_do_we_stick_it_to_the_rest_of_the_industry/
Our support ticket backlog is down to the smallest levels in years.
We're almost completely caught up. A human has been involved in every single ticket.
And best of all: We didn't have to increase prices to do it.
Which is a weird claim, because I just received an email closing my outstanding ticket from 2025, saying:
So here's the thing:
Tickets have been an absolute mess for a very long time. My escalation queue has been worse, primarily because I'm so busy fighting fires and trying to bring product UX up to the expectation of a customer base that shifted dramatically without any prompting from me. It's excuses, there's no good reason this ticket sat this long, because no reason is good enough. So I'll stop making them there.
I finished building a brand new ticket portal and an incredible new system that helps us to answer tens of tickets in the time that we used to take us to do one, and now I've almost finished clearing out all remaining tickets. But I am choosing to close out tickets from 2025 under the assumption that there is no possible way that you've been waiting since 2025 for an answer that you still need in October of 2026. The probability is just incredibly low. I'll do better next time. And if you are still waiting for a response to this, just reply and let me know. It won't wait that long this time.
It's been a long road, I knew it was going to be hell to build a business the way that I wanted it to be. But I refuse to let any problem be a problem forever, and support ticket wait times are no longer a problem.
So which is it? A human being involved in every ticket, or they bulk closed all of the ones they don't know how to fix?
"I refuse to let any problem be a problem forever", so they just close the tickets. No more problems.
"Sticking it to the rest of the industry" or just their customers?
EDIT for the hard of thinking: I know he's not here. He ran away. It doesn't mean this isn't a relevant place to highlight his shoddy working practice.
Comments
Cry all you want he is not here.
No, he kicks people out of his other support channels. He can't do that here, so he ran away.
You mate is lacking stories on let, this dude is not here
Cry me a river. Services are rock solid for peanuts. That’s it.
"I'm so busy fighting fires"
"I am choosing to close out tickets from 2025"
Yeah, rock solid.
I wonder why he left, given he's got so many fanbois?
just stop using mxroute and stop caring since you obviously don't like it? what are you trying to accomplish here?
Drama?
yeah i guess but there's so much better drama to watch than a let thread about jarland
i recommend 90 day fiance
Fine, I stand corrected. People should be able to lie about how well their ticket handling is going, and we shouldn't say anything about it.
Mods, feel free to close the thread.
The guy is not here anymore. He cried out and took his toys.
HostSlick drama
VeloxMedia drama
MxRoute drama
omg pick me pick me pick me
Which one is you?
both
it is funny, ngl but my god does he yap
That person is not here.
Tafak!!! Where is his neck?! It looks like jaba from starwars in his youth. Faaaak
little amusing i guess. did he use your name in a coupon?
@WyvernCo @forest
Why do you need tickets with mxroute? You set it up, and it just runs.
As you know some rocks are not solid at all, they are fragile and break easily if you put a little stress on them. jar is surely one of those. His services can be a different case, people vouch for them.
What was your ticket about?
Nice haircuts, you are a man of taste.
@uhu does your employer have a Trustpilot page yet ?
A completely trivial issue with Spamassassin triggering one rule on every single email. It is probably an Exim config issue and single line fix*, but Jar knows best. The issue itself isn't really the point though. It's him proudly claiming all tickets are read by humans and the queue is very short, while he's also bulk closing old tickets without reading or fixing them.
*I'm going to guess he needs the following, although I can't understand why it would only affect one server... Unless each server has a different config? Nah, can't be...
host_lookup = 0.0.0.0/0Honestly - quit whining and switch to NameCrane, sane and rational management, far better product, especially the spam protection.. Jar’s a good guy but he needs to grow up.
Some of you have a weird idea of what whining is.
Already did.
Solid choice, but I'm more of a Love After Lockup guy myself.
Not a fan of big ed?
You have to give him credit for being completely honest about bulk closing tickets tough. No bullshit, tells it like it is, totally Jar. Would not expect anything else from him, he might not always have the best attitude but he's not a liar.
And to be fair he does have a point. If a ticket has not been touched for almost two years it's probably solved or no longer an issue, or the customer has moved on. Going trough them would be a complete waste of time that can be better spent elsewhere.
Do I think it's the correct way to handle tickets and customer support? No, I do not. This should never have been an issue in the first place, having year old unanswered tickets is already a major fuckup. If this is his way to get support back on track, I wish him luck and hope he does better from now on.
i personally don't want hear any story for him anymore