How much is the estimated response time to a ticket? Not for the automated one, if not that of a GM.
There really isn’t an “automated” ticket response, although the GMs may respond to a new ticket with a “form letter” outlining self-help steps to weed out those who really don’t need GM help.
I don’t know what the current queue time is, however.
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Most of our queues are running 2-3 days, Kroztty, but this one isn’t English so don’t quote me on that. Sitting right at a day right now on your submission.
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I do not speak English natively, therefore I prefer to explain my problem in Spanish, the answer to the error that according to the forum replys is already being investigated was a self-help (which clearly does not work).
As I am new to the game and Blizzard in general, I don’t understand much how their support works. Do I make a new ticket but in English? Do I wait 2 or 3 or even more days wasting time if there is no response because it is not in English? What should I do?
No no, what you did is fine. Those just go to our native speakers, and I’m not sure how their queues are in relation to the English queues. It’s open, I just can’t give as good an estimate on wait times.
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Ok, I get it, anyway I will send a ticket in English since in Spanish they don’t even respond on twitter and the forum seems pretty dead too, thanks for reply.
Well, our Spanish twitter and forum person isn’t here Fri and Sat. It would be a little slower then. But they aren’t the one that handle tickets.
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I’ve seen you help many people on the forums. Could you check to see why my ticket is going on the 5th day of being lodged without being answered to
The blues here arin’t really for that, they make look at your ticket and may give help on what to update or make something more clear, but they speed up the ticket que.
Not sure if its a coincidence but my ticket just got answered all of a sudden, within an hour of me posting. The person I replied to is one of their customer service superstars and I’ve seen them help many people on the forums and actually solve issues before the ticket is answered.
Correlation does not imply causation, the blues here ain’t GMs, and it isn’t a bypass to the ticketing system. The blues here can look into something to shade some light onto something, doesn’t mean they’re a stand-in for the ticketing system.
And no, you posting here didn’t magically made a reply happen to your ticket, just to get it out there. I rather not have folks think if they reply to a blue here they get a faster answer to their ticket.
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Depends on the situation I guess. If its a ticket that has been sitting unread for nearly 5 days like mine, it could have been the factor that made it happen.
But again I have seen this moderator investigate issues and help people in other posts. So its not entirely out of the question that my reply got the ball rolling.
No, sorry. It just came up.
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All good. Thanks for replying.