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Ticket Support

Customer Support: What is your opinion about the processing time of a created ticket   14 votes

  1. 1. What is your opinion about the processing time of a created ticket and the customer support in general?

    • They are working with godspeed and the Customer Support is totaly awsome! My created tickets do always need only a processing time of less then 48 hours
      3
    • I am waiting for more then a week now...and still no answer. Damn that sleepyhead customer support team!
      6
    • i coud borrow my turtle, it shoud give a good customer support worker! Or maybe i coud borrow my girlfriend too, she is good in solving problems!
      2
    • really now? there is a customer support existing? for realsies now? not a cheap joke man?! that is great news for me!
      3

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8 posts in this topic

Posted

What do you think about the Customer Support?

In my opinion.. ether they ignore created tickets or have no interest in solving it! They must be bagpipes for realsies!! maybe sleepyhead bagpipes!

What do you peeps think about our glory heros of customer support?

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Posted

Who knows...just wait I guess. 

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Posted

While we do understand some folks are frustrated with the extended wait time with our customer support. We are working on getting to each ticket as quickly as possible, there was a large influx recently that resulted in quite a heavy demand out of the staff. As you may imagine a sudden abnormal surge in any support system can have undesirable results in response time.

With that said, they are not ignoring tickets. We've not told them yet, but the doors are locked and we've stocked the vending machines to the brim. If you take a moment to listen you can hear the furious click'n'clatter of mechanical keyboards furiously typing away.

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Posted

they are normally pretty fast anytime i have put in a ticket
someone made a simlar post about their ticket not being answered for 17days or so and i had put a ticket in just two days before taht person
i looke at the ticket no. and if the ticket numbers are not random but actually the no of the ticket
there was 1500+ tickets made between the the less than two day time period between my ticket and theirs

i just hope things get fixed and until then i just keep replaying with silly rp stuff until they get it taken care of

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Posted

I have a ticket in that's been waiting for a while, but Dew sent me a response about the backlog. Every other ticket has been resolved very quickly, so I understand they are overwhelmed for the moment. So far, it's been the best response times and resolutions that I've seen in 20 years of online gaming.

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Posted

Well i have sent 2 tickets - one in February 21 and the second one at February 25, both tickets for different problems. Not a single response soo yeah.

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Posted

While we do understand some folks are frustrated with the extended wait time with our customer support. We are working on getting to each ticket as quickly as possible, there was a large influx recently that resulted in quite a heavy demand out of the staff. As you may imagine a sudden abnormal surge in any support system can have undesirable results in response time.

With that said, they are not ignoring tickets. We've not told them yet, but the doors are locked and we've stocked the vending machines to the brim. If you take a moment to listen you can hear the furious click'n'clatter of mechanical keyboards furiously typing away.

Just a suggestion that might be worth thinking about.

Since I work in "sort of" customer support (we receive requests, make offers and sell services, and mostly answer questions - thus customer support) I am thinking of a way that could drastically speed up ticket response times and greatly help out the existing customer support employees.

Other publishers have done similar things, but why not include the community into helping others resolve their questions (you basically already did this by hiring Dim, but I am not referring to actually hiring) by giving select people access to "low level" or "low priority" tickets, such as generic game knowledge based questions as in "Where can I find X or Y NPC?" or "How do I get to YZ?" to answer those so actual tech support won't have to bother and waste time with such unimportant tickets?

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Posted (edited)

While we do understand some folks are frustrated with the extended wait time with our customer support. We are working on getting to each ticket as quickly as possible, there was a large influx recently that resulted in quite a heavy demand out of the staff. As you may imagine a sudden abnormal surge in any support system can have undesirable results in response time.

With that said, they are not ignoring tickets. We've not told them yet, but the doors are locked and we've stocked the vending machines to the brim. If you take a moment to listen you can hear the furious click'n'clatter of mechanical keyboards furiously typing away.

I Put in a ticket to join the exp servers, seems my account may of been compromised or simply an incorrect login triggered the exp server timer.
My ticket number was : 287820 
I only logged it on the tuesday... But would really love to start using my long weekend to catch up with all my mates who've come back.

Edited by Fire_Style

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