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Support ticket response time
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Tower Aldente
Center for Advanced Studies
Gallente Federation
#1 - 2016-12-06 14:40:38 UTC
Hello everyone, I'd like to hear from you guys what the average response time is after putting in a support ticket. I placed one yesterday afternoon and am still waiting to hear back from anyone. Is this normal?

Tower
Marcus Blackthorn
Royal Assassins Guild
Chained Reactions
#2 - 2016-12-06 14:57:42 UTC
They used to be fast, I've had replies in 5 minutes. Most times for me it's been anywhere from 30 minutes to 2 hours which I think is a fantastic response time.

My last ticket however .... I put in on the 1st of December and 5 days later have heard nothing. CCP declines my debit card, my bank says it's good and currently has nothing blocked. And it worked just fine at Amazon.com where I had to purchase my game time. And it's been working at every store I've gone to since then.

But really, that's just one bad (more like annoying) experience for me, other than that CCP is one of the greatest companies I've run into as far as customer service goes.

Your ticket may be taking longer since we just came off of a weekend and numbers were higher.
Myriad Blaze
Common Sense Ltd
Nulli Secunda
#3 - 2016-12-06 15:02:28 UTC
Tower Aldente wrote:
Hello everyone, I'd like to hear from you guys what the average response time is after putting in a support ticket. I placed one yesterday afternoon and am still waiting to hear back from anyone. Is this normal?

Tower

Support is under a lot of pressure since Free to Play started. There was some official information about it recently, but I forgot where I heard/read it (I think it was in the last o7 show). The increased workload means they will priorize some support requests while postponing others. I'm sorry, but you'll need some patience.
Iria Ahrens
Space Perverts and Forum Pirates
#4 - 2016-12-06 15:41:15 UTC
In the o7 show Devs said with the release of the newest expansion they received a month's worth of support tickets in 3 days. And I'm sure even now they are receiving more than the historical daily average of tickets. So to call them overworked right now is no exaggeration.

Another thing to keep in mind is that tickets are not necessarily done in the order they are received. There are different queues that are prioritized based on different factors. I know that in-game problems that halt gameplay are at the very top of the list (stuck ships, broken missions), after that things are roughly prioritized based on how fast they can be fixed. So problems that a GM can fix with a glance and a few commands are next. If the dev has to read through logs, then having to review a single log, vs correlate several logs. Petitions that require followups with the petitioner or contacting 3rd parties (like Credit card companies, steam, amazon, etc) are lower, etc. etc.

What this means is that the CCP ticket petition system solves the most tickets per unit of time compared to most any other company. But it also means that other customers are constantly jumping the queue. So lower priority tickets can be delayed. There also seems to be some kind of stop gap measure that will automatically escalate your petition if it gets shuffled under too many times.

My choice of pronouns is based on your avatar. Even if I know what is behind the avatar.
Vortexo VonBrenner
Doomheim
#5 - 2016-12-06 17:11:25 UTC
I thought any type of billing issues and/or real-life-affecting money issues were understandably top of CCP's ticket-priority triage? Perhaps I'm wrong.

Support is beyond swamped right now. CCP is not a big company and I suspect the flood of support tickets may have far exceeded what they anticipated the alpha state changes to bring in.

Don't put in another ticket trying to find out how long the first one will be. Frustration is understandable, but more people doing that just swells the pile of tickets to be dealt with and actually slows a response.

Hang in there, OP. Sucks, but that's how we have it now.

In the past I've had support tickets that involved immediate gameplay issues responded to in minutes to an hour, and a request for a reimbursement that took a month (they had to do research on the circumstances). Triage.


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Tower Aldente
Center for Advanced Studies
Gallente Federation
#6 - 2016-12-06 17:27:03 UTC
Vortexo VonBrenner wrote:
I thought any type of billing issues and/or real-life-affecting money issues were understandably top of CCP's ticket-priority triage? Perhaps I'm wrong.

Support is beyond swamped right now. CCP is not a big company and I suspect the flood of support tickets may have far exceeded what they anticipated the alpha state changes to bring in.

Don't put in another ticket trying to find out how long the first one will be. Frustration is understandable, but more people doing that just swells the pile of tickets to be dealt with and actually slows a response.

Hang in there, OP. Sucks, but that's how we have it now.

In the past I've had support tickets that involved immediate gameplay issues responded to in minutes to an hour, and a request for a reimbursement that took a month (they had to do research on the circumstances). Triage.




I'm wondering if I should just contact my bank and do it that way...
Marcus Blackthorn
Royal Assassins Guild
Chained Reactions
#7 - 2016-12-06 18:40:40 UTC
Tower Aldente wrote:
Vortexo VonBrenner wrote:
I thought any type of billing issues and/or real-life-affecting money issues were understandably top of CCP's ticket-priority triage? Perhaps I'm wrong.

Support is beyond swamped right now. CCP is not a big company and I suspect the flood of support tickets may have far exceeded what they anticipated the alpha state changes to bring in.

Don't put in another ticket trying to find out how long the first one will be. Frustration is understandable, but more people doing that just swells the pile of tickets to be dealt with and actually slows a response.

Hang in there, OP. Sucks, but that's how we have it now.

In the past I've had support tickets that involved immediate gameplay issues responded to in minutes to an hour, and a request for a reimbursement that took a month (they had to do research on the circumstances). Triage.




I'm wondering if I should just contact my bank and do it that way...


Depends what the problem is. Did you get overcharged (it'd be the first time I've heard of it for CCP), denied card, something else? There are some problems your bank may be able to fix, but without knowing the problem I can only guess. And I don't work for a bank, so my guess may be wrong anyway. But myself or others may have had a similar problem and may be able to tell you how we resolved the issue.
Vimsy Vortis
Shoulda Checked Local
Break-A-Wish Foundation
#8 - 2016-12-06 19:07:31 UTC
Circa 2010: 7-14 days

Circa 2016: 30 minutes to 2 days
Roenok Baalnorn
Baalnorn Heavy Industries
#9 - 2016-12-06 20:14:15 UTC
Vortexo VonBrenner wrote:
I thought any type of billing issues and/or real-life-affecting money issues were understandably top of CCP's ticket-priority triage? Perhaps I'm wrong.

Support is beyond swamped right now. CCP is not a big company and I suspect the flood of support tickets may have far exceeded what they anticipated the alpha state changes to bring in.

Don't put in another ticket trying to find out how long the first one will be. Frustration is understandable, but more people doing that just swells the pile of tickets to be dealt with and actually slows a response.

Hang in there, OP. Sucks, but that's how we have it now.

In the past I've had support tickets that involved immediate gameplay issues responded to in minutes to an hour, and a request for a reimbursement that took a month (they had to do research on the circumstances). Triage.





Billing issues would be at the top of the list. But CCP support is set up, AFAIK, in departments. The person that handles your credit card issues wont be the same one that handles a stuck character. They would have more support staff( based on normal volume for that department) for more severe issues since they are a higher priority.


What also affects time is people filing tickets for stupid reasons( I jumped in low sec and died, thats not fair!) or people filing tickets wrong.

They have a lot of things with this patch that will increase ticket load over normal expansion patches. You have the normal patch ticket load. Then you have all the people that didnt bother doing the email verification they warned us about not able to log in. Then you have all the vets that decided to return wanting all sorts of things. Then you have what was a 1500% increase( now its about 500%) in number of new characters made per day and all those people who are having issues. Then you have all the people that go through steam and have issues with it, because you know steam always causes issues.