Support Tickets

[Kylew]

I see so many people complaining about slow support ticket replies. So I figured I would make a suggestion. I'm not fully sure how the staff team does support tickets if its all fair game and they pick which ones they want or not. To me a support ticket that has not been replied to with in 3 days or less is unreasonable. Even if the issue was resolved with in that time it should still be replied to. I myself have had ticket open since the 21st and has gotten no responds. I'm suggesting that staff comes up with different achievements to meet. For example see who can reply to the most tickets in a month. Which ever staff member that reaches the most replied tickets is given a reward. Rewards should be decided by Mick and the staff team. I also suggest that staff comes up with different was to encourage them self's and really strive to reply to support tickets in a faster manner.​

 

[Kylew]

Or just hire support staff like practically any other business. Staff already have enough jobs to handle, I don't think they should be taking on support tickets too.

That already been suggested and denied.

 

[Justis]

Some of the mod team is currently having trouble utilizing the support tickets, and are therefore unable to assist.
There are many flaws with this new ticket system, making it, in my opinion, much more difficult to resolve tickets in a timely fashion than the old system of simply using a support subforum.
I'm hoping we either revert back or the issues are dealt with. However, I do agree that the current wait times are very much less than satisfactory. I've been handling/assigning the oldest ones with all of my free-time on the forums.

 

[Justis]

Then the issues with the support tickets should be dealt with immediately. Practically every problem you have it is enforced that you open a support ticket for it. As you've said, the response time unexeptable.

I'll be sure to get right on that.

 

[Kylew]

Then the issues with the support tickets should be dealt with immediately. Practically every problem you have it is enforced that you open a support ticket for it. As you've said, the response time unexeptable.

Changing back to the old support ticket system is out of his hands.

 

[Zeiyon]

This is kind of treating staff like kids.
Here you get a lollipop for answering the most support requests.

 

[Kylew]

This is kind of treating staff like kids.
Here you get a lollipop for answering the most support requests.

Haven't seen you make a suggestion to have support tickets replied to faster? Maybe you can think of something better?

 

[Zeiyon]

Haven't seen you make a suggestion to have support tickets replied to faster? Maybe you can think of something better?

I never said I Disagree did I?
Although I wouldn't exactly say I agree either

 

[Kylew]

Jam do you think tickets are replied to fast? Or is there something else you disagree with?

 

[Jam]

Staff shouldn't be rewarded for doing their tasks that they already should do. If they have a competition they're probably all going to try to rush through the reports with out carefully examining them. Think it through smh.

 

[Kylew]

Staff shouldn't be rewarded for doing their tasks that they already should do. If they have a competition they're probably all going to try to rush through the reports with out carefully examining them. Think it through smh.

Then do you have a better suggestion? Because they aren't being rewarded at the time and tickets are not being replied to in a timely manner. I have one sitting there from the 21st. You are disagreeing but don't have any other suggestion doesn't make sense.

 

[Jam]

Then do you have a better suggestion? Because they aren't being rewarded at the time and tickets are not being replied to in a timely manner. I have one sitting there from the 21st. You are disagreeing but don't have any other suggestion doesn't make sense.

My suggestion is to wait.

 

[Kylew]

My suggestion is to wait.

Waiting any longer than 3 days is unreasonable. My ticket is about "A racist member/bulling" I found it pretty important but I guess not.

 

[Mick]

The tickets system and support in general, are definitely a high priority for me. The current system we have is far from great and is more buggy and weird than expected so I think that we may have to switch back to our old system or get a new one developed which is unfortunate.

Or if you guys do have any other suggestions about how we should handle support (whether it's through threads or PMs or whatever) then your opinions are of course much appreciated.