I received a ticket response relating to an appeal a couple of days of days ago. The GM that responded signed off their name using the Korean alphabet (is this unusual when dealing with English-speaking customers?). There was also an Arabic well-wishing expression included. I found it a little jarring - not that I have an issue with what was said - just that I felt it was unusual given the context.
https://imgur.com/a/1wvSrZs
“Once we have any additional information there will be an update to the ticket sent.”
The ticket was marked as resolved. I’m not sure whether to wait it out? Do GM’s actually respond to tickets marked as resolved?
Have u replied with the additional information.
Now as for the korean/arabic text that is normal blizzard has gms all around the world not outsourced they cover the other side of world and can hop in and help with NA tickets and vice versa.
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That was the GM’s response to my ticket - which was extensive (included references to previously opened tickets). I was not asked to provide any additional information and the ticket was marked as resolved, so I can’t respond anyway.
I believe the “additional information” that you are referring to (in the ticket) is to be provided to the GM by what I can only assume is a review team.
That means that your ticket was escalated to someone above the GMs to work on. Since the GMs are unable to assist your issue, the devs take it to fix, thus why the ticket itself was marked resolved. Now you just have to wait for the devs to do their job and get back to you when they figure your issue out.
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Okay thanks, I’ll continue to wait on an additional response to this ticket - was just a little uncertain as to whether it had been closed and marked as resolved incorrectly.
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outa curiosity what is the issue if u mind me asking.
Looks to be for an account appeal. OP mentioned it in the first post and they also had a thread a few days ago about it.
Good luck to you OP, hopefully the higher-up teams can get back to you as soon as possible.
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It wasn’t resolved and closed incorrectly. They mark it that way because for that GM and that level of assistance, they’re finished. There is nothing more to be done with the ticket. The escalated work being done, there isn’t a ticket for that, so it serves no purpose to leave your ticket open. When the escalation team is finished looking into things, you will be notified. Leaving your appeal ticket open would serve no purpose other than to inflate the queue.
As to this part - tickets are handled 24/7. Sometimes if say the NA has gone home for the evening, the EU or whatnot will help work through things, and vice versa when they go home for the night. So it’s not terribly unusual.
Good luck with your appeal.
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That’s understandable. I just felt that “Once we have any additional information there will be an update to the ticket sent.” was worded a little ambiguously, and that’s what left me feeling a little confused.
Appreciate the response and fingers crossed!
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