Scam Report Timers

[Ivan.]

If the Scam resolver says “will be closed in 48 hour if you no reply” then have it close the report automatically.

Ellie said the above a few weeks ago, been waiting ever since - opened a support ticket the same duration ago.

 

[spirit0G]

So what is your suggestions?

If the Scam resolver says “will be closed in 48 hour if you no reply” then have it close the report automatically.

 

[Ally]

If the SR hasn't handled the report, because they're busy or otherwise, there's still a chance that a response has been made but not approved (and will never be approved automatically), so you won't see it.
Can't automatically close the report if there are responses pending.

 

[Ivan.]

If the SR hasn't handled the report, because they're busy or otherwise, there's still a chance that a response has been made but not approved (and will never be approved automatically), so you won't see it.
Can't automatically close the report if there are responses pending.

Maybe a flagging system then? Would notify higher level staff if the resolver responsible has not done anything. I understand that people have irl issues and stuff. But I have been waiting for weeks on my scam report (business account) - it has been weeks since Ellie said "will be closed within 48 hours" lol

Not trying to complain or anything

 

[Ally]

Maybe a flagging system then? Would notify higher level staff if the resolver responsible has not done anything. I understand that people have irl issues and stuff. But I have been waiting for weeks on my scam report (business account) - it has been weeks since Ellie said "will be closed within 48 hours" lol

Not trying to complain or anything

Buddy. A flagging system isn't going to do anything.

 

[Matty]

There's a little issue with that theory, unfortunately. The way the system works is scam resolvers need to approve messages to display them - automatically closing a report could keep some messages or responses hidden.

 

[MCLaraTeam]

I think it should be like that because once the user who reports does not reply there would be no reason to keep that report open.

 

[Brock]

Ellie said the above a few weeks ago, been waiting ever since - opened a support ticket the same duration ago.

Maybe take a look at Ellie 's status instead of being a complete baboon.

 

[Brock]

That's about a month old.

Their not at fault, I feel in my view the issue is the Lack of Resolvers.

If Mick decided to take it into some consideration perhaps a application window should be opened, if you want to things to improve, Rise up and push for it by bettering the system from within.

The application window is opened for staff. You have to meet certain site requirements in order to see it.

 

[Brock]

That's what I mean to be fair, clearly there's a issue right but no one is really rising up to take up the chance to fix it.

It's some-what a flawed system atm. People want change but aren't going to push to make it happen if that makes sense.

I mean it makes sense why they're so picky about the staff selection. They need what's best for the community.

Perhaps they could lighten up a bit on the choosing of stuff but nothing else they can do.

 

[Ivan.]

Maybe take a look at Ellie 's status instead of being a complete baboon.

I’m aware of that fellow monkey, made a support ticket and they redirected me to the same resolver, so perhaps they’re the same species as us.
Note: this is a joke, not an insult.

 

[Ally]

I’m aware of that fellow monkey, made a support ticket and they redirected me to the same resolver, so perhaps they’re the same species as us.
Note: this is a joke, not an insult.

Lmfaoo, they definitely are.

I mean it makes sense why they're so picky about the staff selection. They need what's best for the community.

Perhaps they could lighten up a bit on the choosing of stuff but nothing else they can do.

They have lightened up. I wouldn't say it's for the better and lightening up anymore would be disastrous.

That's about a month old.

Their not at fault, I feel in my view the issue is the Lack of Resolvers.

If Mick decided to take it into some consideration perhaps a application window should be opened, if you want to things to improve, Rise up and push for it by bettering the system from within.

(her status actually about a year and a month old)

I think it should be like that because once the user who reports does not reply there would be no reason to keep that report open.

If you're going to try and get 3 messages to get past anti-spam, at least read previous discussion on the thread. Namely,

If the SR hasn't handled the report, because they're busy or otherwise, there's still a chance that a response has been made but not approved (and will never be approved automatically), so you won't see it.
Can't automatically close the report if there are responses pending.

which Matty also restated in his own words.

 

[Ivan.]

Seriously, there needs to be an improvement on SR replies. I know people get irl issues all the time, but still doesn’t excuse ghosting an SR with no notice and getting no assistance from higher staff (Kram takes months to reply to tickets)

 

[Kram]

I'm actually all for automating the process for scam reports more. However, there is a limit to how much we can do it and how much benefit it'd actually add.
There are really only a few situations where we could automate it with a timer for it to close.
1) We ask for proof to be provided within 48 hours and there are no new messages we can close the report.
2) Ask the reported user to respond within 48 hours and they didn't so we can automatically ban them.
There may be other niche situations that our current scam resolvers can talk about where it would be useful but the big problem with this idea is it only works in situations where someone doesn't reply, and that's not too often the case.

I mean it makes sense why they're so picky about the staff selection. They need what's best for the community.

Perhaps they could lighten up a bit on the choosing of stuff but nothing else they can do.

The minimum requirements to apply are to the point that anyone who has ever shown a decent amount of activity without many warning points should be able to apply. We did this because we want to encourage anyone to apply, we want to see the people who are interested in the position. Reducing it any further would get us applications that we couldn't really act on because they would either show extreme disregard for the rules or they haven't been active enough.

Seriously, there needs to be an improvement on SR replies. I know people get irl issues all the time, but still doesn’t excuse ghosting an SR with no notice and getting no assistance from higher staff (Kram takes months to reply to tickets)

As I see it, there are really only 2 ways that we can do this, and I do agree that we can improve SR replies. For one, it is getting more scam resolvers in the position. There is a limit to how many scam resolvers would be helpful but we are always considering who we can make a scam resolver. Secondly, we are trying to improve staff tools and workflows more, reducing the time they spend on difficult aspects of the job and letting them focus on responding faster.
There isn't any assistance that any staff can provide if you are waiting on a scam resolver. I do apologize when that happens and we try to take steps to prevent that from happening, especially when given notice. We don't reassign scam reports because it won't improve queue times as handling a scam report midway is more time-consuming. If in the future if we have enough scam resolvers and reasonable queue size, that is something we can look into doing further but it doesn't make sense at this point.