This is a brief notice to acknowledge a series of complaints I have received about the Ticket Support System, and the response time on tickets. Please be aware that we receive many, many tickets on a weekly basis and working through them can often be time-consuming. Given that the people who work in Ticket Assistance are volunteers (as they are Testers, Admins etc for the server) — they often reply to tickets when they have the time to hop on the Ticket Support System and there is obviously no strict "schedule" for ticket handling and responses from our Ticket Support Agents.
To try and rectify this issue, I will take over as Head of the Ticket Support System and personally work through tickets to completion on a daily basis until a better solution can be found to improve team efforts and motivation for working on the Ticket Support System. If anyone has been waiting on a ticket response, then you will be receiving a response shortly if you have not already. If your ticket has fallen through the cracks (i.e. has been incorrectly closed or fallen inactive and I cannot see it) then I encourage you to reply to the ticket and re-open it so that it's added to the active pile and can be tended to immediately as I am going through them on a frequent basis. I am also going to be looking at placing focus on potentially adding more self-serve options on the server to avoid the need to create support tickets in the first place.
Apologies for any inconvenience,