When will I hear back?

[gorman]

I have a suggestion for a way to keep up to date with players for support requests since they are backlogged.
EXAMPLE: https://help.mojang.com/customer/en/portal/articles/359446-when-will-i-hear-back-
The format could be displayed on a pinned topic on the support requests subforum or whatever and all SR's would be able to edit this post to update what they are doing. It would say:
Justis R: Currently replying to March 1
Kram: Currently replying to March 3
Lotus: Currently replying to March 7

• This is SIMPLY for players, not to speed up the process or rush staff WHAT SO EVER.
• Nor does this have anything to do with how much the staff gets paid
• The goal is not to give an estimated time it is to give players a realization of where they are at.

 

[gorman]

That's gonna be a no from me dawg. I submitted my Mojang support request a week ago and I have like 3 weeks left soooooo

What? LOL it's to give you an idea of where they are at what are you even saying it's to show how backlogged they are wtf

 

[gorman]

More like

Justis R: Currently replying to March 1 2017
Kram: Currently replying to March 3 2017
Lotus: Currently replying to March 7 2017

lmao

Some support teams get LAZY AF. To the point where they are going to be behind, and just go one day at a time.

As you can see it's not working for Mojang lmao.

It isn't supposed to improve their time it's just to tell players where they are at so they understand how long it'll take, you know what I mean?

 

[gorman]

It shouldn't be a month.

What if you wanted to return a game to gamestop to get another game but they said you need to wait a month.

What are you talking about? That's what they are working on. It's like any support job, they respond to tickets in an ordered fashion. I'm not really too sure you understand what the thread is stating...

 

[Choo]

 

[gorman]

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thanks for the feedback a-choo

 

[BOOP]

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still better than mcm lol

 

[gorman]

still better than mcm lol

:rofl:

 

[utaninja]

Here’s how the system is currently

Justis R: Has 5 support requests
Day 1: Reply’s to the first one. Goes to the back of the line.
Day 2: Reply’s to the next one, goes to the back of the line.

It’s responded to by date of his last reply. That’s why spamming support requests, ect, doesn’t help.

This won’t help anything as it’ll show him replying day of but it will never actually be accurate.

 

[gorman]

Here’s how the system is currently

Justis R: Has 5 support requests
Day 1: Reply’s to the first one. Goes to the back of the line.
Day 2: Reply’s to the next one, goes to the back of the line.

It’s responded to by date of his last reply. That’s why spamming support requests, ect, doesn’t help.

This won’t help anything as it’ll show him replying day of but it will never actually be accurate.

That's exactly how I thought it was, I guess? That's typically how all support things are done pretty much everywhere I thought? Once again not supposed to give an exact date it's just to give a member an idea of where it's at.[DOUBLEPOST=1554169554][/DOUBLEPOST]

Here’s how the system is currently

Justis R: Has 5 support requests
Day 1: Reply’s to the first one. Goes to the back of the line.
Day 2: Reply’s to the next one, goes to the back of the line.

It’s responded to by date of his last reply. That’s why spamming support requests, ect, doesn’t help.

This won’t help anything as it’ll show him replying day of but it will never actually be accurate.

I guess what this post is getting at is giving the members an actual up to date accurate assumption of how far away they are just so they know, this would require literally 30 seconds of an SR's day

 

[utaninja]

That's exactly how I thought it was, I guess? That's typically how all support things are done pretty much everywhere I thought? Once again not supposed to give an exact date it's just to give a member an idea of where it's at.[DOUBLEPOST=1554169554][/DOUBLEPOST]
I guess what this post is getting at is giving the members an actual up to date accurate assumption of how far away they are just so they know, this would require literally 30 seconds of an SR's day

We already have enough users stalking staff members posts and reposting them in support requests.
“You have time to reply to this suggestion but not my thread?”
The list goes on.
This would cause more problems then answers, I still don’t see any benefit in it.

 

[gorman]

We already have enough users stalking staff members posts and reposting them in support requests.
“You have time to reply to this suggestion but not my thread?”
The list goes on.
This would cause more problems then answers, I still don’t see any benefit in it.

just my opinion but I think simply it would do the exact opposite of that and give members a place to look instead of doing that, but thanks for the feedback I guess!

 

[Mick]

As utaninja has said, we don't exactly handle support requests in the same way that it appears Mojang handles their support messages. A lot of support is done in order from the oldest it is provided, but some requests can take longer than others to handle and your first response won't resolve your request a large majority of the time.

Ideally, I'd like if we were able to get our support wait times down to be so low that this isn't a concern, and that is a goal of ours for the future.

Denied, thanks for the suggestion.