Duplicate Tickets: Please Think Twice!

#1 - Jan. 15, 2014, 3:54 p.m.

Over the last few weeks, Customer Support has gotten busier and busier. Some of that is related to an upswing in new accounts, which is a good thing! But if you have submitted a ticket and feel you’ve waited longer than you should for a response, please note: Submitting duplicate tickets will slow your response.

I just came across a ticket today where someone spammed Support with more than a dozen tickets about the same issue. This is going to slow down his own response, and it’s going to negatively impact others, as well.

I’ve proposed some changes to the support system to deal with duplicates, but do understand this:

• Submitting a second ticket will not speed your response.
• If your account was hacked, you should request a review for account restoration in the same ticket, not a new one.
• If you want to provide more info, respond to the original ticket.
• If you want to check on the status of your ticket, respond to that original ticket.

If you get our auto-response (essentially, “We got your ticket”) after contacting Support, you know you are receiving our responses and the team will assist you as quickly as possible. If you did not receive an auto-response — and be sure to check Spam, Junk, and every other in-box you have! — then you may wish to contact Support via a second ticket through a different e-mail provider. The issues with Yahoo, Hotmail, G-mail, and other ISPs seem to be abating, but if you’re not hearing from us at all, even an auto-response then you may be justified in submitting a new ticket. If you do submit a second ticket, please give us your previous ticket number so we can merge tickets. Please only submit a second ticket if you’re certain you are not receiving responses… any responses.

If your ticket has gotten an agent response and then has not been responded to for more than three days, you can post in the Tickets for Review thread above.

Thanks for reading and heeding this request!

#3 - Jan. 22, 2014, 3:55 p.m.

SandraSolace.7682:

Bump

Seeing lots of posts saying “I sent in another ticket…”

Thanks, I appreciate that! We need to get this into the collective consciousness.

#4 - Jan. 25, 2014, 12:52 a.m.

Bumping again, as we still see a lot of duplicate tickets, and we really want to help people as quickly as we can!

#6 - Jan. 28, 2014, 7:25 p.m.

Please read this.

#8 - Feb. 3, 2014, 7:32 p.m.

Bumping again to keep things efficient

#11 - Feb. 6, 2014, 6:59 p.m.

Dralyne.5719:

Bump – and honestly if there’d be consistency with replies to tickets, then there’d be less duplicates being sent in. I only sent in one extra ticket because I hadn’t heard back in over 24 hours. I apologize that I spend $$ regularly on the game and expect some sort of correspondence in a decent time fashion. I use to work back-end ticket support so I do understand that things can get busy. I also know that sometimes the back-end will screw-up and even though an e-mail is generate a ticket isn’t actually created on the back-end.

So my apologies for the duplicate AND everyone should try to cut customer support a little slack. They might not be able to get to you within 1-2 hours but when they do more times than none they’re able to come through and help.

Thank you for understanding!

#21 - Feb. 26, 2014, 6:28 p.m.

Chasind.3128:

I can say I’m guilty of submitting a second ticket but not because I wasn’t getting help fast enough, it’s because I didn’t include specific things as to what happened for me to submit X ticket & the second ticket actually got a response VS the first – But I’m not encouraging anything at all because I know the hassle it can be for you guys

But I’m bumping!

Thanks for the bump. We generally ask “NO bumping” but there are four threads in this particular forum that we like to keep front and center.

As to the situation you describe, thanks for a chance to spread the word about updating a ticket:

If you ever have more info to add to a ticket, don’t create a new one! Respond to the e-mail you received from support, with the 6-digit ticket number in the subject line, to include new info, amend what you previously wrote, or even say “Hey, I’m good now, you can close the ticket.”

Thanks!

#23 - Feb. 26, 2014, 7:23 p.m.

SandraSolace.7682:

Grin, this was (and now confirmed) one of the topics I didn’t feel scared of bumping!

But why is this not a sticky, I checked the German (I can read it but my German spelling is horrible) forum and they have a similar topic as a sticky.

And the same would go for the other 3 topics of course.

It’s a fair question. I’m concerned that forum members who have their settings to display, say, just 25 posts will see a “Wall o’ Stickies” and have to dig down too deep to see the daily member posts.

Too, based on the number of people who don’t seem to read vital threads like the “A Note about Phishing E-mails” sticky but instead post separate threads about a phishing attempt that’s month’s old, I have a feeling people’s eyes gloss over at the stickies and they move immediately to the non-sticky section.

I’ll give it some thought, for sure!