CANT REPLY TO EMAIL SENT BY GW2 SUPPORT!

#1 - Oct. 28, 2013, 11:52 a.m.

I’ve requested some information through the new support system and when I tried to reply to the email after I got a response I get an email saying that gw2 support uses a new support system and tells me to make a new request and it lists the links. On the email which I am trying to respond to it says to add more information simply reply to this email and there is a grey color sentence that says to “type your reply above this line” just seems that it doesn’t matter where I type it sends me that email of the new support system I have tried many combinations to type and send but to no avail. Does anyone have a suggestion that I can try? Maybe someone had found the solution.

I have posted a picture of the email that it sends me

Thanks guys!

Gaile Gray

#6 - Oct. 28, 2013, 12:52 p.m.

I appreciate your sharing your concern, Sir Z. We are sending a sort of generic “Hey, here’s some news about support” to everyone who submits a ticket. But what you’ve exposed is possible confusion with “Is this MY (personal) response, or simply A (generic) response?”

What you received is an auto-response, and you ticket has been routed to the appropriate team for review and response. So you do not need to respond to that update, but await an actual, personal response from an agent. (That response will clearly address your personal issue; it won’t be generic.)

I already have passed along these notes and will see if we can amend what we are sending out to make it clear from the outset that while we’re changing our support system, each ticket will receive a personal response as soon as possible. I hope we will be able to make that change today.

As to the lack of ability to respond at all to this generic message, can you tell me if you’re using Yahoo? Our squirrely friend points out that Yahoo has a different system of response. If you’re using a different provider, I need to dig down to understand why you could not respond (even if a response to an auto-response from us isn’t needed).

Gaile Gray

#8 - Oct. 28, 2013, 1 p.m.

Sir Zantius Alatso.4952:
Ok but is support receiving the reply that I’m sending? I received a response by an agent an I’m trying to give him some more information so I’m replying to the email he sent me and after i send my reply I get that information email I just don’t know if my reply is getting received

What’s the ticket number? I want to take a peek, although I’m sure your responses are fine. I do want to look into this.

Gaile Gray

#11 - Oct. 28, 2013, 1:13 p.m.

Sir Zantius Alatso.4952:
Thank you Gaile my ticket number is #10192

Okie dokie. I looked at your ticket and I cannot see any responses from you whatsoever in the new system. I’m checking the old system (from which we’re transitioning) to see what’s what.

Gaile Gray

#13 - Oct. 28, 2013, 1:26 p.m.

Definitely this is a bug, and we thank you for posting to make us more clearly aware of it. You’re responding to the ticket in the new system, rather than the ticket in the old system. Both should work, but there’s a glitch, so that’s why the system keeps spewing out the auto-response. And hey, did you hear we transitioned to a new support system?

Anyway, an agent is merging right now, and we’ll be sure that we follow your instructions and answer your questions very soon. BTW, no action will be taken in regards your question. The original agent misunderstood the question, and was offering you a service that I can see you didn’t request. No worries! The answer to your question is that we do not auto-close inactive accounts.

Gaile Gray

#17 - Oct. 28, 2013, 2:08 p.m.

Jayne.9251:
I had this issue too. I’d hit reply and the email would send it to me and not gw2 support.

The team just tweaked some settings, and I think things will be better now. Agents are combing through the various queues to make sure that tickets are routed properly.

Gaile Gray

#21 - Oct. 29, 2013, 5:17 p.m.

Jayne — what’s your ticket number?