Ticket System Time Poll

[Bills]

Hey guys please let me know what you think of our ticket system time. To date we just past our 700th support ticket.

We have run tests so we know the average ticket time fromt he time it comes in to the time we clear it form the system but it would be nice to know how long you guys feel it takes for your tickets to get solved.

Please vote fairly and post any comments you have on the system and your thoughts. Thank guys/gals.

[CRX687]

I've only used it once, but I must say I was quite impressed with how fast things got done... but maybe it was because you were on at the time and ZZZ and I also told you in person... but still, 2 minutes is quite impressive.

[Walrus]

ive never used it, but purely out of curiosity, if my ticket took between 48-72 hours to be solved, what would i vote for? :)

[Bills]

You fall into an endless void of voting options.

[Walrus]

very good, i would have it no other way...

[wolf rayne {D}]

i used it once...maybe twice, to get my password changed, it took about 48 hours, maybe less, but maybe thats cause it was at the time when there were golds that had trouble logging on to armageddon......
so maybe thats what was causing the trouble, but i think the ticket system is pretty effective, if im answering the question.

[Jonspen]

I took a ticket once. Had loads of hassle, and it still hasnt been solved. So I gave up.

But by the sounds of other people, it sounds awesome.

[Office_Shredder]

So like.... I used the ticket system way back when... I guess I was optimistic to get a reply, since this was during the down period when the website was getting updated, and it wasn't pressing enough to require sending another one, so I just let it drop.

Recently I discovered I am unable to send tickets though.... after discovering the (likely) problem, I sent in an email asking how to fix it, and got a VERY disatisfactory response (re-upgrade).

Of course, I'm already upgraded, so I'm not sure how that answers anything...

[Bills]

If you have a valid pay pal subsciprtion id then explain how the system doesn't work for you?

[Jonspen]

If you have a valid pay pal subsciprtion id then explain how the system doesn't work for you?

Isnt it possible that if you already used before you need to get it renewed?

Anyway, I'll explain what happend.

I had 2 accounts, a GL gold (Payed by me) and a banff (Payed by Leigh) My dads money ran out, so my GL should have dissappeared. Instead, my banff and GL both went out. Now, I reinstated my GL gold, and ggot my banff reinstated that somebody else was already paying for. Now Im paying $10 for one account. I sent tickets, and no answer. But, Im scared incase I cancel my dads, it will stop leighs too.

Can you tell me what details you have for my gold account?

[Machin Shin]

You fall into an endless void of voting options.
please, let me translate. Ahem:

"You silly sod, you just like being difficult, don't you?"

Anywho, props (and a pos rep) to you bills for getting things done and trying to fix problems. I hear you wiped Catalyst's stats too ;)

[zzzaacckk]

luckily never needed to use it. but ya 2 minutes for CRX and I is pretty good!!

[Wayfaerer]

If you have a valid pay pal subsciprtion id then explain how the system doesn't work for you?

It's my sisters and I never see her anymore. I'm really itchin for an avatar change too :p

[Thargor]

I have had occassion to send in quite a few tickets (nine) for the various accounts i pay for, and the time taken seems to vary somewhat.

Password changes - less then 24 hrs each time.
Forum account upgrade - took 3 & 1/2 days
General - varied beteen less then 24 hrs and 48 hrs

in general i find the speed of responses to be quite good.

I do have a couple suggestions/have seen some bugs though.

#1. change the web form so that you cant enter a changed password that is longer then that accepted by the game.

#2. I noted that Revelations passwords do not appear to change always when the home server password is changed. It wasnt on one of my accounts. In my situation its not a problem, but that would be a problem for others I am sure.

#3. Overuse of the phrase "No response is necessary". Sometimes I have sent a comment in the form of a ticket, and then this response is quite accurate, if not very enlightening. Othertimes it leaves me guessing as to what the situation is.

Example: I sent in a ticket that explained the issues with the drops on Rev.
I got the "No response is necessary". This could mean
1. We are already working on it.
2. Thanks for the info, we will look into it.
3. There is not a problem with the Rev drops (and you are imagining things).
4. This type of problem is not the kind we address through the Ticket System.
5. This is not a TOS problem, so while it is known problem and accepted as an issue, it is near the bottom of the list, so it may be a while till its fixed.
6. The problem is out of our direct control.

#4. This dovetails with #3. For tickets that are not just password changes or gold forum account upgrades, make the responses to our questions/comments more meaningful.

[Jonspen]

Wayf has the same problem I have....

[greendaybum5]

When I used the ticket system for the forum account upgrade that was an extremly speedy job, props to you for that Bills, however I sent in two others which I never even got an answer to which I am dissapointed with and I will have some things to show you soon.

[Sephiroth__99]

The ticket system is ok...When the problem gets solved, it's in a fair amount of time..HOWEVER, when I was gold for the first time i sent one to upgrade my forum account it said "Account Banned." and my account was deleted. I had to re-create my forum account, and this time it worked. I don't know who 'resolved' that ticket, but something is wrong...seriously wrong...with them. So on a scale of 1-10 for the ticket system: 8.5 :)

[Terps rock]

well it worked half way in like 12 but i didnt get gold letters, but got features

[greendaybum5]

i was wondering how you got your avatar and nickname thingy.

[Bottle]

I have heard good things about it from other people, so when I used it to request that my reupgraded account got its gold units back (on Banff) I was pretty confident of a quick reply. Unfortunately, this ticket was submitted on 27th January (reference number 557) and I have still had no reply. So I have to go into the last column.

I realise this may be partially my own fault, because when I went grey, I dumped my gold units to prevent greys thinking I was grey and end up facing gold units. Unfortunately, I failed to notice my DSM and didn't dump it. Maybe that's why I didn't get a second set of gold units. Now I have dumped it, so everything should be OK.

I received confirmation of the ticket's receipt via email, but never got an email to say it was fixed. Should I send another Bills? I don't want to "spam" your ticket system :)

Edit: It seems people have a 52% chance of it being solved in under 24 hours. That's pretty good. Especially as most of the people who voted for over 24 hours probably had some sort of problem that Bills was unable to fix.

[007 GOD]

out of curiosity, what was used before the ticket system if anything?

[zzzaacckk]

email...goldaccounts@tacticsarena.com impretty sure or something like that.

[Office_Shredder]

I wonder if:
Amaroth, Bottle, greendaybum5, Jonspen, Office_Shredder
are going to get banned at the end of this :D

[Jonspen]

Can I ask, Bills.

Why dont you reply to my pms?

And what happends if somebody else pays for my account, and I dont have the number?

[Bills]

You need to get that number :)

Bottle last I seen your ticket was solved, and you are right that is the reason why your account was not reupgrade correctly as it had some Gold units in it and was passed up because it was assumed you had them all.

It's werid though cause I thought that got solved. If you have a moment please send in 1 more ticket and I will ensure this gets solved today.

[Jonspen]

Bills, I sent in 2 tickets about my account.

I am #652

[EDIT] 652 was to get ym units back, 651 was pass change. But it needs to be less than 8 characters, So I sent another.

Presumably I will be #653.

[Machin Shin]

I have heard good things about it from other people, so when I used it to request that my reupgraded account got its gold units back (on Banff) I was pretty confident of a quick reply. Unfortunately, this ticket was submitted on 27th January (reference number 557) and I have still had no reply. So I have to go into the last column.

I realise this may be partially my own fault, because when I went grey, I dumped my gold units to prevent greys thinking I was grey and end up facing gold units. Unfortunately, I failed to notice my DSM and didn't dump it. Maybe that's why I didn't get a second set of gold units. Now I have dumped it, so everything should be OK.

I received confirmation of the ticket's receipt via email, but never got an email to say it was fixed. Should I send another Bills? I don't want to "spam" your ticket system :)

Edit: It seems people have a 52% chance of it being solved in under 24 hours. That's pretty good. Especially as most of the people who voted for over 24 hours probably had some sort of problem that Bills was unable to fix.

Word to the wise: you want something fixed, be nice like good 'ol Bottle here

Just a thought, might it be better, Bills, if you had certain people working specifically in 1 area? For instance, a person that all they do is work on tickets, etc..

[Jonspen]

I couldnt have been any more formal in my request.

Im no suck up.

[Bottle]

You need to get that number

Bottle last I seen your ticket was solved, and you are right that is the reason why your account was not reupgrade correctly as it had some Gold units in it and was passed up because it was assumed you had them all.

It's werid though cause I thought that got solved. If you have a moment please send in 1 more ticket and I will ensure this gets solved today.
Indeed, the ticket probably didn't go through because of the DSM. I'll send another one now.

Please don't ban me for trolling :D ;)

[wolf rayne {D}]

.....
i was satisfyed with my ticket, but i have to send another one in, as soon as i can acess the serial number-thing for my gold.
THEN ill see how long it takes.

[007 GOD]

you have to have the accoutn number k -42534-53453-453 crap like that

[psychofireman]

I have used it many times and have always had it solved in less than 24 hrs, or replied back needing more info

[cokeman]

I've only used it once, but I must say I was quite impressed with how fast things got done... but maybe it was because you were on at the time and ZZZ and I also told you in person... but still, 2 minutes is quite impressive.

LOl.

[Bottle]

Bills, feel free to use your super mega admin powers of doom to change my vote to less than 24 hours. :cool:

Thanks for your help.

[Bills]

No worries sorry it took so long. If anything else comes up please just send it in, we are trying to get our reply time down even more. Hopefully Bo1 is starting to help out more so time should be pretty quick these days.

[thefreezing]

The ticket system works just fine for me.

[Jonspen]

No worries sorry it took so long. If anything else comes up please just send it in, we are trying to get our reply time down even more. Hopefully Bo1 is starting to help out more so time should be pretty quick these days.

Errm, why hasnt mine been answered?

I sent a few in like, 4-5 days ago.

[dirka dirka]

My ticket was responded to within 6 hours, very prompt and decisive.

[ko71991]

I used it 2 or 3 times, and its pretty good, the shortest was like, 2 hours and longest time was 5 or 6, That's pretty good. I like it.

[Poop Slinger]

7 days and still waiting on two tickets.. #735 and #740.. both to regold a player on Banff. There was a pwd request which happened.. and it also changed the Gold account to grey. Hope it gets fixed soon.

[psychofireman]

7 days and still waiting on two tickets.. #735 and #740.. both to regold a player on Banff. There was a pwd request which happened.. and it also changed the Gold account to grey. Hope it gets fixed soon.

yeah me too cause i paid for that gold account. and you can add #755 to that list. along with pm to redbones, and an additional email to tacticsarena. I mean hell this ticket has been 3 days old aready with no response.

[swordking35]

i haven't ever had to use it.........sorry :o

[Poop Slinger]

The issue has been addressed now.. Thank you.

[cs_zero]

You fall into an endless void of voting options.

It seems i fell into that void as well, since thats usually how long it takes, but since i couldnt help voteing for one of those pretty options, i voted for 48 hours or less, since it never took longer than 78

[actgfin1234]

What if I sent in a General Ticket, clearly stating reference to a password change ticket before that saying I needed the rev account password changed too. I got an email saying No action was taken. A little help please Bills?

[emerald slasher]

lol worked for me :) when i used it...act and psycho (and anyone im not mentioning cause im to lazy to read higher up) hopefully it gets cleared up

[Hellblazer]

When Bills is on you can get a ticket resolved instantly.
*e-thug party for Bills*Yay!

[banditto]

and when bills isnt on!!! damit...

[Hellblazer]

Then it may take a while.

[actgfin1234]

only took me three tickets to get my password on rev changed!

[Revenge]

Hey guys please let me know what you think of our ticket system time. To date we just past our 700th support ticket.

We have run tests so we know the average ticket time fromt he time it comes in to the time we clear it form the system but it would be nice to know how long you guys feel it takes for your tickets to get solved.

Please vote fairly and post any comments you have on the system and your thoughts. Thank guys/gals.
Does it cost money to be gold on the forums if your gold on the actuall game?

[Moose]

If ur a gold member it doesn't cost a thing to get upgraded.


I hate the ticket system by the way :)

[Bills]

Does it cost money to be gold on the forums if your gold on the actuall game?


No just send in a Gold forum account upgrade ticket.

[gryph89]

I took a ticket once. Had loads of hassle, and it still hasnt been solved. So I gave up.

But by the sounds of other people, it sounds awesome.
same here jonspen

[Krome]

It is relatively a good system. 24 hours or less for most of mine.

[freakenature]

the ticket system worked so fast it only took like 45minutes-an hour

[Jeffery]

Upgrade time- 13 hours (started at 1am)
Ticket time- 30 minutes (4 in the afternoon)

I think most of the timing of response comes down to when it is sent in. If you send a ticket in the middle of the night, it's naturally going to take longer to answer than middle of the day.

[Devlin777]

My upgrade ticket was resolved in less than 5 hrs (probably a lot less, but I don't remember exactly when I submitted it)

Yay Admins! Yay Mods!

[xSitchesx]

When I first used the ticket system, it took bout 50 hours, the last time i used it... bout 15?

[Hugh Junit]

Yesterday, for the first time, I had a reason to use the ticket system.
I have nothing but good things to say about it.
I was having a problem with my account that I couldn't figure out on my own. In less than 24 hours, my request was answered and my account problem was solved.
I give it a big thumbs up. :good:

[_Thunder_]

Yesterday, for the first time, I had a reason to use the ticket system.
I have nothing but good things to say about it.
I was having a problem with my account that I couldn't figure out on my own. In less than 24 hours, my request was answered and my account problem was solved.
I give it a big thumbs up. :good:
Same thing happend to me.. my pw got lossed and bills helped me get it back. With the ticket system

[Ignition]

It does seem more affective then PMing the admin or who ever has the power to solve the problem and then waiting with your fingers crossed that they will log in read your problem and then solve it

[silentkiller04]

:mad: my tickets never get solved!

[_Thunder_]

:mad: my tickets never get solved!
Boo Hoo? Pm Sergiy.. he'll get you taken care of. :)