I have had a ticket in for 2 weeks now, it isn’t a major issue but I don’t want to feel like I am getting screwed out of 1000 gold and transmogs because of a game bug that isn’t my fault. I can’t get an actual human to respond to my tickets, and it is very clear from the responses it is an AI response because they don’t actually have anything to do with the ticket I sent in. Does anyone know how to get an actual human to respond to your ticket? My only solution I can think of is to keep the ticket open for months until it flags a human to see it. Any advice would be appreciated.
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GM’s doesn’t deal with bugs.
You need to report the bug in the appropriate location. If you lose items from a bug, when the bug does get fixed, Blizzard then will look at ways if possible, in order to composate or restore, though not 100% guaranteed for either.
Also, GM’s use templates in there response in order for better communication and understanding. There is no AI. They are humans that work for Blizzard. Not computers.
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Tickets are looked at by actual people. They may respond with template responses due to an influx of tickets but rest assured people look at them. Just that you may not like the answer.
What is your issue? And what category are you filing the ticket under?
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We don’t answer tickets with AI, Gwiddon. We do occasionally sent out a blanket response for issues that a GM cannot assist - with links to other resources. That was your first response. 8 days ago.
The second response was a real live person with a standard template.
The 3rd response looks to be an individually crafted answer where you were told we do not see the two items you mentioned.
Your current ticket is open, and I wish you the best, although I don’t know if the answer is going to change.
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It doesn’t change the fact that no one actually read my ticket and answered my questions. The second response at least made sense, the third response gave me an answer that doesn’t make any sense if they had actually read my ticket. I have told them to cancel my ticket as there doesn’t seem to be a solution and they won’t just answer my question that would have allowed me to have closure on this issue. I had way better support 10 years ago and it is frustrating to get responses that don’t make sense in the context I provided.
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You’re assuming a lot of things here, I suggest you take a step back and come back at the issue with a more productive attitude.
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Some questions they can not answer, If the question might be considered a game hint , they can not go there.
Sounds like from what the FSA said the 3rd gm can not locate the mention items. Very likely this might fall into what they can not assist with kind of thing. If it is something you expected to get and not rewarded for what ever reason they can not give that to you and say why it did not happen.
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Not really. A ticket was made for something that a GM cannot help with. The first was a blanket one sent out automatically and states as such at the start of the reply.
The second was like likely the standard “bug reporting” template though I cannot say for sure. That was sent by a person though and not automatic. Templates are very important to keep messaging consistent, especially with issues that a GM cannot help with.
The 3rd reply was likely an attempt to get the point across more that this wasn’t something they would not be able to help with.
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You seem to have overlooked the second response, which while template was used, was a normal gm response. And that op was actually more informed with the second response.
Unfortunately we don’t know what the item was, which version of the game, or even if the item is still available.
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Templates aren’t AI or non human responses. Learn to read they literally said AI doesn’t respond to tickets.
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The first answer they got was a ai reply because the system got the idea this is something a gm can not do anything for. The second reply if the person read it would have said the same thing. The third was personalized to make sure the player got the point!
People should really read the replies they get. Sure they did not like the second reply and why they opened another ticket and came to the forum!
I mean, “AI” is really overstating it. An auto-response spitting out a generic form letter isn’t AI. I don’t think they’ve started using true generative AI in anything yet.
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I went through 3 or so weeks of a similar GM issue, nothing was resolved, GM actually agreed with me in final responses, after weeks of template that didnt even match with my request, they could see my account and achievements. In the end he felt it was a big or issue since I transferred servers a lot when that was buggy but it affects my characters now. So his fix was to not fix it…and asked for me to put in a new ticket on the actual forums to get more visibility, and the actual team could see it and fix it for everyone. But he wasn’t authorized to just quick fix it himself. So months later, hell years later still have same issue on my account. I.E ive had both warglaves, on a few characters, who used to tranfer a lot, more than once, till glaves vanished. It still triggers achievement everytime i put those alts in a guild. But my demon hunters cant get the skin after timewalking black temple now matter how many times on however many DHs i run. Its frustrating. They auto responses pissed me off though a I agree especially with slow response times.
GMs can’t fix bugs. The reason you got what felt like a runaround is because you were asking them to do something that they aren’t allowed to do.
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Meh, this is just semantics, but that’s not really AI either. It’s essentially a keyword search for certain words/phrases, and an initial reply is sent automatically to try and get the player help faster than the average ticket response. This is only really done when there is a high volume of tickets waiting.
Now, this is likely an automated process using scripts/queries/etc, but it’s only going to do what it’s programmed to do. AI is beyond “automated” because it actually makes decisions and tries to reason.
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Yes auto reply I should have said
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GM’s can’t fix bugs. Not that they don’t want to, or made a decision that they just wouldn’t help you on that day. They CAN’T. They can only do what the developers want them to do, or they lose their jobs.
Fixing a bug requires Quality Assurance to investigate the bug, replicate it, find the cause, fix the cause, test the solution, and implement it to live servers. GM’s do not do this.
Which is why…
you were asked to do this. Because you reach QA by posting on the Bug Report Forum (or using the in-game Report A Bug feature).
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Now, this is likely an automated process using scripts/queries/etc, but it’s only going to do what it’s programmed to do. AI is beyond “automated” because it actually makes decisions and tries to reason.
I think this is most peoples understanding of AI at this point, something appearing as a bot and even if its a real person copy/pasting the template and its obvious they don’t read the full tickets with how often people get a pasted template completely unrelated to the issue the ticket is about. So blues can come on here and say “theres no AI” and be correct but fundamentally its a reply bot.
Well, no. That’s not accurate at all. There is a human being selecting these templates. That is the furthest you can get from a “bot”. Especially since they’re human, that’s when mistakes can happen with selecting the wrong template. As careful as someone can be, as excellent of a worker as they can be, mistakes will happen.
It doesn’t happen as often as you think. Yes, you can find it “quite a bit” in this forum, but that’s simply because this is where the complaints are and people don’t stop in to say “everything went great, thanks!”. Compared to the volume of ticket replies done on the whole, having 2-3 incorrect templates selections every day, while not ideal or perfect, is quite immaterial from a statistical standpoint.
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