Tickets 3 days and older dilema

#1 - Feb. 21, 2014, 2:03 p.m.

Ok, I have a question. It seems lately that there have been a lot of tickets and that support staff is backed up. So a ticket can take up to 5 days or longer. Tickets are automatically closed after 3 days without a response. I submitted a ticket last Saturday and got the confirmation email. A couple of days ago, I got the email about how I would rate my service. The problem I had is no longer happening actually but I still never received a response from support and I never updated my ticket. So even without a response from support, if a ticket is in the queue to get a response but takes longer than 3 days, does the company just assume that the issue is resolved? I understand if a member of the support staff responded but the customer never added anything after that why it would be deemed resolved but shouldn’t there be a way to mark a ticket as not responded to by support? I know I could update my ticket or even post in the tickets 3 days or older thread but it seems not everyone knows this and even a lot of people would open new tickets. This is kind of a question and suggestion at the same time. The suggestion would be to keep tickets open for maybe like a week or so if they have not received a response by support.

Gaile Gray

#8 - Feb. 21, 2014, 3:05 p.m.

Here’s some info I’d like to share with you:

We’ve recently made changes designed to keep our players better informed about the status of their ticket(s)
We don’t close tickets if they have not had a response from an agent, quite the contrary!
We leave tickets open unless the customer has not replied in three days, at which time the issue generally is considered resolved and the ticket automatically closes.
However, at any time a player can reopen or send a follow-up to his or her ticket by answering the most-recent e-mail about the existing ticket and including new information or simply asking about the status.

Robert — can you give me your ticket number so I can review this? Thanks!

Gaile Gray

#10 - Feb. 21, 2014, 3:43 p.m.

mercury ranique.2170:
Tickets are never really ‘closed’. The term ‘closed’ or ‘resolved’ is used for the moment when everything that needed to be said is said and everything needed to be done is done.

In some (rare) situations it happens that the customer (you) thinks there is still a lot to do or to be said, but support disagrees and gives a final answer. But in most situations this point is reached through mutual consensus.

You might be confused with the moment you recieve the survey where you are asked to rate support.

I always say that support has targetted themselfes to answer within 72 hours. This is not the full truth. This target is (in most company’s) decided by higher managers AND is used to measure how good the support department is. This also means (I suspect) that you will get a survey after 72 hour to rate how your ticket got resolved. So even if you haven’t recieved an answer yet. Obvious, the answer will likely be negative, but due to the target being 72 hours, support knows that when they dont make that target they get a negative response.

Actually, tickets are closed, but not in the manner that the OP worried about: after three days without a response. It just doesn’t happen that way and you were correct about that part of it.

The surveys are going out somewhat incorrectly and we hope to address that so that players get their surveys after the issue is fully resolved. Surveys are not sent out as part of management’s tracking of agent or team performance in the sense of knowing whether tickets are getting a timely response. Nor are they sent out as a means to hasten agent responses. We have other, most sophisticated means to track performance and timeliness on many levels, and surveys being sent out at the 72-hour point is not part of that tracking process.

Gaile Gray

#13 - Feb. 21, 2014, 5:29 p.m.

The issue you wrote about was caused by significant Internet disruptions that were resolved days ago. So the issue itself should be resolved. If not, please update your ticket and explain you’re still having issues.

I think I answered the questions about the “automatic closure” situation. That is not what happened, but the response you should have received seems to have been “stuck” in the system so I’m asking about it now.

Update: Yes, the agent fumbled on sending. You’ll get the response within minutes, and if you need further help you can update that e-mailed response.

Gaile Gray

#15 - Feb. 21, 2014, 6:08 p.m.

Robert.4197:
Gaile Gray.6029:
The issue you wrote about was caused by significant Internet disruptions that were resolved days ago. So the issue itself should be resolved. If not, please update your ticket and explain you’re still having issues.

I think I answered the questions about the “automatic closure” situation. That is not what happened, but the response you should have received seems to have been “stuck” in the system so I’m asking about it now.

Update: Yes, the agent fumbled on sending. You’ll get the response within minutes, and if you need further help you can update that e-mailed response.

Thank you once again Gaile, as I stated in my OP, the issue is no longer happening but I did find it kind of weird that I was completely ignored or so I thought. Apologies if I wasted your time, however it is nice to know what happened. Thanks for taking the time to look in to this.

Oh no worries! When a response doesn’t go out properly, we want to investigate. This was simple human error, and we just let the agent know to be careful about making sure the answers go to our players — no biggie at all.