"What happened to my support ticket?"

#51

I understand but to be fair to myself and this specific scenario, if you look at the timeline of the events in my support ticket I was told to provide my email and username info on February 24 and did so on February 26. I received a reply on March 5 claiming to have resolved the issue (5 business days later) but then I notified support an hour after that reply stating that the issue was not resolved and provided a screenshot of proof 2 business days later (March 8) when I received no response (I did so because I assumed that my ticket fell to the bottom of the queue when it was closed on March 5). So I don’t agree at all when you say that that was the reason why it took so long.

With that said, I’m happy that it’s been resolved so I can finally order QL and my custom. Thank you.

#52

You don’t have to agree, I’m telling you (and other people) that’s the issue. But it’s fine, I already know how to resolve this. I’m going to overhaul support again, and everyone’s going to be forced to enter more information into their tickets, among other changes.

1 Like
#53

If support received my information on February 26 and seemingly resolved the issue that required said information on March 5, why would receiving my information on February 26 affect the events that occurred after March 5? The ticket already included my information at that point, so to say that’s the issue makes no sense to me.

#54

If we have to ask a person for more information that should’ve been provided from the start, they go into a special queue called “Awaiting Information,” which we have to check manually, because we don’t have the time to keep begging people to send the right information. It’s literally, a low priority label because we HAVE to prioritize tickets based on certain variables. Once that label is on a ticket, it just stays on a ticket and sometimes it takes a while to get back around to it because of the sheer volume of messages coming in. THUS, the solution to the situation is to provide the information from the start and avoid that queue in the first place.

The support software does NOT link forum users to their support accounts, and we did that by design, so that no one gets favoritism. This system works – you simply can’t see the full picture because you don’t have access to the same data. This isn’t going to turn into a discussion of our internal processes either. Until I can adjust the support system, ya’ll just provide the information from the start and everything will be fine.

3 Likes
#55

Perhaps it’s not the full picture but it gives me enough of the picture to understand what occurred. And honestly, I don’t care for a discussion regarding your processes; this discussion alone has gone on longer than I care for it to, but I’m satisfied with the answer you’ve finally given.

#56

I have 2 outstanding tickets:

#7567 - submitted April 13
#7634 - submitted April 14

Both still have a status of “New”.

Thanks.

1 Like
#57

I had a 9 business day wait for my last ticket, so I think they’re very backed up at the moment.

#58

@bujin @bombayduck

Have these tickets been responded to?

#59

No, they’re still open.

#60

Still open, it’s another ranking/discount ticket and those usually take the most time from my experience.

#61

Tag saint or send him a message
It will be done sooner than others

#62

No. (5)

1 Like
#63

@bombayduck @bujin I’ve notified staff.

@bujin I’m thinking these are the ticket numbers you are referring to:

@bombayduck Would you please post here the ticket number(s)?

#64

#7743.

But like I said, things do seem a little backed up with support at the moment and coupled with Saint’s recent posts, I’m not trying to push for my ticket to be resolved ASAP. It’s not an issue for me at the moment, but thank you for your proactiveness regardless.

1 Like
#65

That’s correct.

Thank you.

1 Like
#66

Hey its been 5 days since i sent in a ticket without a reply. No rush or complaints just posting it here to notify, thanks!

May 8, 2022 9:13 pm (day i sent in ticket)

#8155 (ticket #)

#67

Ticket #7648
Just waiting on an update. It’s been 6 biz days since the last one.
Being patient, just wanna make sure I’m not missing anything.

#68

There seems to be a hierarchy regarding the content of the ticket. Content such as wrong order, refund, or not receiving/can’t download subs take priority. Then it depends on the length or the complexity of the content, the more straightforward the sooner they get reply. Having said all this, the 5 business days maximum reply seems no longer be the case. I have no issue with that, just wanna point that out so we can stop counting the days lol

1 Like
#69

Hello @RVconsultant & @SaintSovereign,

I created this forum account just to get the staff’s attention. I submitted a support ticket four weeks ago and have sent a weekly reminder ever since but still no reply. The number is #7747. Please look into it, thanks.

#70

That weekly reminder is probably where you fucked up. I think the additional replies to an existing ticket puts that ticket into a lesser priority queue, and since support is backed up with an absurd amount of tickets it will take quite a while for yours to be addressed.

That’s my best guess at least. I’d open another ticket if I were you, just to play it safe.