EVE General Discussion

GM Grave opened the meeting with an overview of what they've been doing over the last year. He showed some graphs for how well and how quickly tickets have been responded to. The satisfaction rating is very good, but the waiting time is not good at this time, with too many tickets taking more than a day to be answered. CS has had a few issues dealing with some live incidents and holidays. At this time, the average response rate for complex issues take 2-3 days. 32% of tickets take less than an hour to solve, while 47% of tickets take more than 24 hours. Mike asked how old the oldest ticket in the system is, with the answer being several months. GM Grave pointed out though that those tickets are not the first response, and are generally those escalated to the lead GMs, and are highly complex issues sometimes even involving development. He then added that generally the longest waiting times are about a week. Sugar stated that she hears people saying "my ticket has been waiting for a few weeks". GM Grave explained that sometimes tickets are misfiled, and find their way into some non-CS queues such as the Security team queue. He added that in most instances where the waiting time is excessive, some compensation is granted especially if there is an issue that prevents the player from playing.