Hello,
Just checking back on my current open Ticket Number: US89127350. Original Ticket Number: US89127350. This is a pretty straight forward request and I cannot imagine it taking more than 10 minutes to resolve. The original response time was 7 days and the original ticket was logged on 12/20.
Thanks,
C
Tickets are averaging 9 days unfortunately as long as u have a ticket # its in the system.
On top of what Vrak said in your previous thread - there are no GMs on this forum. The people who answer tickets do not come here. Our SFAs have nothing to do with that process. The GMs are only accessible through tickets. As soon as the people who submitted tickets before yours are addressed, then yours will come up to be answered.
There isnât any way to draw attention to the ticket. Youâve got it in the queue, that is all you have to do. Now, you just have to wait your turn. The good news is youâve been in the queue for long enough that it should be coming up any time now. Hopefully, theyâll be able to give you the assistance youâre requesting.
So if no one from customer support ie GMâs come to this forumâŚwhats the point of this forum? a bit redundant.
Customer Support is a forum for players to assist other players. It isnât Customer Service. Yes, in a perfect world they would come up with some better title for this forum, but itâs been this way for so long now, who knows if theyâll ever make a change.
Still, the players who hang out around here are pretty knowledgable, and what we do not know, we know how to point the player in the proper direction to find the assistance that they require.
Itâs a player help player forum, hence, customer support - often confused for customer service.
customer support and customer service are the same thing though.
fair enough, but customer support and customer service are the same thing. im in the business of CS myself. deffinitely should be changed to âPlayer based supportâ also miffed thatw hen you create a ticket, it asks you to look at wowhead. that is terrible support/service, point yuour customers to site that is run by players and not actuall Blizzard satff. basically handballing. tewrrible to do support/service
A lot of places may operate that way, sure. Blizzard doesnât operate that way, though. Theyâre distinct here.
Service is company-provided support for certain things found in the categories provided by clicking the Support link at the top of the page.
Support forums (all forums, realistically) are community-sourced and, even under normal response times via ticket, are often faster and more helpful than tickets are. We players arenât restricted by rules such as game hints as they are, for example.
Your example, for instance, sounds like you may have been asking for quest help. Game Masters are expressly forbidden from providing those.
This forum serves as an Information Desk to help people navigate the Support systems (knowledge base and tickets), learn to use self help tools, get answers on policies, and info on services.
GMs are generally not allowed to give game hints and it is way better to ask here before trying to navigate the system if you have something a bit unusual.
Not here they are not. The CS folks take the tickets. The Support forum is a volunteer info desk to support people needing to use the ticket system, services, self help tools, etc.
It is confusing though they way it is worded.
During high volume ticket times (the past month or two) they use an auto reply that covers a lot of the most common issues and self help tools.
For many things, GMs canât actually help. Like Game hints - which you have to get from your fellow players or a fan website.
This forum helps folks sort out what can be helped with, and then the best way to go about doing it.
Just to touch on this.
First, as said above, GMâs cannot give game hints. So instead of just responding to your ticket with âwe cannot give game hintsâ, they direct to places where you can get the answer on your own, like Wowhead. Itâs more help than they were able to give previously, and hey, if you learn that a site like Wowhead will answer many future questions, then youâll know where to go.
Second, even if they could give game hints, itâs still faster to do a quick Wowhead search. Takes 2-3 minutes versus waiting 12 hours (at the best of times) for a GM to tell you what to do next.
Sounds like sending you to Wowhead is a pretty nice thing they do.
Please note that the response times are not in the normal range, but have been slowly improving.
Depending on the category a ticket is made in, like ânot listed hereâ, sending people to Wowhead could be a viable option and is usually a resource to help them solve their problem. So many people put in tickets for things that a GM just canât do, either by actual ability given to them by the Dev team or by policy. A lot of people think that a GM can solve any and all problems, when in reality they just cannot.
I found this on another site and it seems fitting here:
There are a few things that Game Masters CANNOT do but they are often mistakenly believed to be capable of. Some of these things include:
- Provide game hints: How to complete, location of quest objectives, phasing, spawning mobs, and more.
- Rolling back a characterâs level: the way the game is technically structured makes âde-levelingâ impossible to perform.
- Taking action against âninja lootersâ: GMs will not get involved in most loot disputes that involve Master Looting. They will investigate a loot scam, but will not tell anyone of the results. If a scam is verified, then the items being disputed will just be destroyed, not re-distributed.
- Fixing bugs: GMs cannot fix bugs, as this is a development function. Bugs should be reported using the in-game bug report option or on the Bug Forums.
- Collecting feedback: Game Masters are not developers and cannot effect changes to the game. They do not collect feedback, especially not through tickets, and they cannot forward feedback to development.
- Instant report action: every report is received and read, but Game Masters do not immediately respond to reports, be they for cheating, language, or spamming. In most cases a reported party has no idea they have been reported until action occurs, which can take several days to several weeks, based on the type of report and the investigation results.
- Automation: while a number of functions that GMs once performed have become self-help options or automated, ticket responses are not one of them. While GMs do possess a number of boilerplate responses designed for common issues, there is always a human behind every interaction
Still not sure what people mean by âgame hintsâ when submitting a ticket. As in, I havent submitted any tickets asking for advice on quests
It can range from asking what the drop rate is on a certain item to asking what the respawn time on a rare spawn is. etc, etc
I noticed that tickets that require an actual human take so long that i forget about the ticket. but if its a response they can send a robot reply to they will send that within a day, and the response will never satisfy your ticket.
That sounds like more of an issue for you to resolve if youâre so forgetful. Billing and account tickets are at a day or two turnaround. General game issues may take about a week, but weâve been seeing some with specific issues handled within hours in some cases. Both instances are still a lot longer than anyone would like, but theyâre a far cry from what they were running.
oh cool thanks. yeah I only go to GMâs if theres an actual problem like things not working as intended.
The thing is, GMs donât work on bugs. You would need to submit a bug report either using the in-game bug report tool, or by posting on the bug report forum. That way, it gets in front of the people who actually work on such issues and doesnât clog up the ticketing system with tickets for things the GM staff cannot do.