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EVE New Citizens Q&A

 
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Average wait time for tickets? Mine seems to be getting ignored.

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Cetria Trem
Center for Advanced Studies
Gallente Federation
#1 - 2017-05-20 08:24:40 UTC  |  Edited by: Cetria Trem
How long have you guys had to wait for tickets to be replied to and resolved?

I submitted a ticket back in January and since then I've had one reply to it and remains open. I've tried asking for updates, posting another two tickets and even telling them jokes but it feels like i've just been totally ignored. At most they merged one of the tickets into the original but the remaining two remain open.

Admittedly the jokes were on par with dad jokes so that maybe didn't help my cause.
Blade Darth
Room for Improvement
Good Sax
#2 - 2017-05-20 12:41:13 UTC
1-2 weeks, you must have a really weird ticket or really bad luck.
I'd classify "I dc'd and lost my Ibis in a gatecamp, pl0x CCP replace" as a weird ticket.

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ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#3 - 2017-05-20 15:07:52 UTC
The average ticket time is 24-48 hours. Tickets that require investigation will take longer, depending on the amount of logs and other parties that need to get involved. Tickets for ship reimbursement and security related tickets can take the longest. Opening multiple tickets extends the overall que time.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.
Cetria Trem
Center for Advanced Studies
Gallente Federation
#4 - 2017-05-20 15:15:01 UTC
ISD Max Trix wrote:
The average ticket time is 24-48 hours. Tickets that require investigation will take longer, depending on the amount of logs and other parties that need to get involved. Tickets for ship reimbursement and security related tickets can take the longest. Opening multiple tickets extends the overall que time.




I suppose providing updates regarding the ticket is out of the question? It's been three months since the last reply.
CaseyLP
Full Broadside
Deepwater Hooligans
#5 - 2017-05-20 18:59:50 UTC
That's certainly weird. It took CCP about 2 days to respond to my request to unbiomass my character.
Vortexo VonBrenner
Doomheim
#6 - 2017-05-20 19:27:09 UTC
Cetria Trem wrote:
ISD Max Trix wrote:
The average ticket time is 24-48 hours. Tickets that require investigation will take longer, depending on the amount of logs and other parties that need to get involved. Tickets for ship reimbursement and security related tickets can take the longest. Opening multiple tickets extends the overall que time.




I suppose providing updates regarding the ticket is out of the question? It's been three months since the last reply.

Yeah, don't know why they don't send out an automated response that a ticket is still in que. Individual updates on a particular ticket would be too much and divert human resources away from getting tickets solved, but a simple automated "please be patient, your ticket exists and we're working on it" or something every few weeks doesn't seem like it would be difficult to do...

Don't submit another ticket about a ticket. Everytime you do it puts your ticket at the back of the line.

Tickets are triaged according to how urgent they think the issue is. I've had tickets solved in just a matter of minutes, and I've had a ticket take over a month to be resolved - all depends on the issue at hand. Also, if something requires them to investigate something more, it can take much longer.

Try hard to solve an issue yourself before submitting a support ticket if it is something you can possibly influence. for example: Not much you can do about something you definitely had before downtime not being on the server after downtime (and you're sure it didn't expire as many things in EvE do), but if a mission is hard to figure out what to do, it does not necessarily mean you are asctually stuck. 95% of the times I have had a problem in EvE it has turned out to be something I just hadn't figured out yet.


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ISD Stall
ISD STAR
ISD Alliance
#7 - 2017-05-21 00:46:23 UTC  |  Edited by: ISD Stall
I wanted to add a few thought's to ISD Max's post.

Firstly, as mentioned by others above, try to avoid sending in a ticket to query the status of your tickets. This adds to the workload and delays responses for you and the other pilots who are waiting.

Often a ticket's response can be delayed because the pilot does not give enough information, so when you create a ticket try to give them useful information regarding the topic. A generic example: If you were asking for reimbursement, don't send in a ticket saying, "Can I have my Tengu replaced". Give them information, when and where did it die, what went wrong that caused you to die that was outside of your control. If a ticket requires a game master to look through logs, the more useful information you provide the easier their jobs will be and the faster they will be able to respond.

The last thing I want to mention, when I am working in the help channels quite a few of our newer players often get confused about the differences between support tickets and bug reports.

A support ticket will get you help from a Game Master for a range of issues such as:
  • Account and Billing
  • Rule Clarification
  • Reimbursement requests
  • Harassment
  • Mission resets
  • Offensive names and behaviour
  • General in game issues.
    • These can be filed from the support website. Duration will differ based on a whole bunch of circumstances as mentioned by the others in this post. When a support ticket is updated by a Game Master you will get notified by email, and finally your support tickets can be found on this site: My Tickets.

    Bug reports on the other hand are used to help CCP find and resolve issues in relation to game play. These bug reports do not go to game masters but to Quality Assurance, and the ISD Bug Hunters. Due to the nature of bug reports, they are reviewed but you will often not hear anything after sending in a bug report. A bug report can be filed in game from the F12 menu, and can be identified by an EBR number.

    As such, if you need personal support file a support ticket.

    Based on your post I assume you have filed a support ticket. However I thought it was worth mentioning the difference between the support ticket and bug reports just in case.

    ISD Stall

    Member, STAR & CCL

    Interstellar Services Department.

    SEE YOU ON THE NEW FORUMS