Ticket Support System Notice — 09 March 2017

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Surreal
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Ticket Support System Notice — 09 March 2017

Post by Surreal » Thu Mar 09, 2017 5:09 am

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Hey everyone,

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,
Surreal

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Surreal
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Posts: 16668
Joined: Thu Aug 21, 2008 4:19 pm
Location: Australia

Re: Ticket Support System Notice — 09 March 2017

Post by Surreal » Fri Mar 10, 2017 9:03 am

As an update — everything has been well and truly caught up with on the ticket support system. The backlog has been completely cleared out and response times should be no more than a few hours at most as I am constantly monitoring the ticket traffic and doing my best to stay on top of any player responses, but I cannot stay awake around the clock! I will do my best to rectify the issue with ticket response times in the long run, but I will ensure that no ticket has to wait an unreasonable amount of time whilst I sort that out as I will continue to personally handle any support tickets that are submitted alongside any available team members who are actively helping out with the incoming workload.

Thanks for your patience,
Surreal

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