Ticket System Time Poll

Bills · 02-07-2005, 10:10 PM

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 · 02-07-2005, 10:35 PM

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 · 02-08-2005, 04:06 AM

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 · 02-08-2005, 05:15 AM

You fall into an endless void of voting options.

Walrus · 02-08-2005, 06:00 AM

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

wolf rayne {D} · 02-08-2005, 08:58 AM

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 · 02-08-2005, 10:38 AM

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 · 02-08-2005, 11:39 AM

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 · 02-08-2005, 01:08 PM

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

Jonspen · 02-08-2005, 01:13 PM

Quote:

Originally Posted by Bills

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 · 02-08-2005, 01:34 PM

Quote:

Originally Posted by Bills

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 · 02-08-2005, 02:39 PM

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

Wayfaerer · 02-08-2005, 02:49 PM

Quote:

Originally Posted by Bills

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

Thargor · 02-08-2005, 02:55 PM

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 · 02-08-2005, 03:05 PM

Wayf has the same problem I have....

View Poll Results: Ticket System Times
Never used the system	27	28.72%
Took 24 hours or less for ticket to be solved	30	31.91%
Took 48 hours or less for ticket to be solved	14	14.89%
Took Over 72 hours for ticket to be solved	7	7.45%
Ticket was not solved ever	16	17.02%
Voters: 94. You may not vote on this poll

02-08-2005, 06:00 AM	#5
Walrus Registered User Join Date: Jun 2004 Location: My recipes are bold and armpitted. Posts: 5,530	very good, i would have it no other way... __________________ Enter the Walrus Unit Archive

02-08-2005, 08:58 AM	#6
wolf rayne {D} Poison Free Join Date: Oct 2004 Location: Between The Buried...And Me. Posts: 5,125	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. __________________ Seconds from the end What's it gonna be? pull the trigger bitch.

02-08-2005, 10:38 AM	#7
Jonspen Revolution Deathsquad Join Date: Feb 2004 Location: We don't sell the beer here, we only rent it. Posts: 7,753	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. __________________ Stricken - 9th-12th - i36

02-08-2005, 11:39 AM	#8
Office_Shredder Oxford Blues Join Date: Feb 2004 Location: Ridgewood, NJ Posts: 10,118	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... __________________ And ye, though I walk through the valley of the shadow of death; I will fear no grey jump. For thou art with me; thy frost and thy mud golem, they comfort me. Thou preparest a mage bomb before me in the presence of mine enemies. Thou annointest my units with stone armor, my shrubs runneth over.

02-07-2005, 10:10 PM	#1
Bills Mr. Wizard Join Date: Nov 2003 Location: Canada Posts: 745	Ticket System Time Poll 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.

02-07-2005, 10:35 PM	#2
CRX687 First car to pwn TAO Join Date: Jan 2004 Location: Getting ready to neg you. Posts: 3,607	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. __________________ THE OFFICIAL DARK LORD OF TAO CAU- crx's designs crx687.mybrute.com

02-08-2005, 04:06 AM	#3
Walrus Registered User Join Date: Jun 2004 Location: My recipes are bold and armpitted. Posts: 5,530	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? __________________ Enter the Walrus Unit Archive

02-08-2005, 05:15 AM	#4
Bills Mr. Wizard Join Date: Nov 2003 Location: Canada Posts: 745	You fall into an endless void of voting options.

02-08-2005, 01:08 PM	#9
Bills Mr. Wizard Join Date: Nov 2003 Location: Canada Posts: 745	If you have a valid pay pal subsciprtion id then explain how the system doesn't work for you?

02-08-2005, 02:39 PM	#12
zzzaacckk The Calm One Join Date: May 2004 Location: Around the corner Posts: 2,549	luckily never needed to use it. but ya 2 minutes for CRX and I is pretty good!! __________________ "He who laughs last thinks slowest" Think about it.

02-08-2005, 02:55 PM	#14
Thargor ghost in the machine Join Date: Jun 2004 Location: NC USA Posts: 857	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. __________________ We are in no position yet to declare the moral of our story. -Barbara Kingsolver Last edited by Thargor; 02-08-2005 at 03:17 PM. Reason: checked actual time on the forum upgrade emails

02-08-2005, 03:05 PM	#15
Jonspen Revolution Deathsquad Join Date: Feb 2004 Location: We don't sell the beer here, we only rent it. Posts: 7,753	Wayf has the same problem I have.... __________________ Stricken - 9th-12th - i36

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