For the people waiting on a HD Ticket

[Heidenreich]

I'm seeing way to many complaints about how Help Desk Tickets are taking way to long to go through.
Just so you know, ESTSoft actually takes their time and responds to each request with a person and not some useless bot response that doesn't help you like back at OGP.
Waiting a while for a REAL response that HELPS is way better then getting a bot response that doesn't help in less then 10 minutes.
Their also very very busy trying to get everything set up for us, so thank them for everything their doing right now to make us happy.
So be patient guys.

[Sheep]

I'm seeing way to many complaints about how Help Desk Tickets are taking way to long to go through.
Just so you know, ESTSoft actually takes their time and responds to each request with a person and not some useless bot response that doesn't help you like back at OGP.
Waiting a while for a REAL response that HELPS is way better then getting a bot response that doesn't help in less then 10 minutes.
Their also very very busy trying to get everything set up for us, so thank them for everything their doing right now to make us happy.
So be patient guys.

on both my help desks, the reply was exactly the same, and very cliché.
i sense copy and paste O_O

[WIpwns]

QQ

[Berserk_Fury]

Both my tickets were definitely responded too by people without copy+paste.

[Incredibly Ill]

they actually really responded to mine however it took over a week....

[Cade]

My two tickets (NW Hacker, bot report) have so far taken 3 days and they were one #2047.
So if they get to me in about 7 days, that means they did 292 tickets per day. That is a lot considering the fact they are probably still working on the servers, and keeping the IC update stable and working.

I'd rather wait 3 weeks for a quality, human response vs 2 days for a derpcopy and paste .

[Drew]

I agree. there's human touch in the replies. My first one filed on the 8th, got answered on the 14th, that's 6 days.

But the problem is with 'urgent' matters, like billing concerns. Once they reply to a ticket and it needs further info, the follow-up ticket will take another 6+ days. Nothing gets resolved in the process. Or if it does, your intangible service has long expired. Useless by then.

What'd be better is to have a cap of 72 hours tops for matters that are urgent like billing. And every ticket can be appended with follow-up questions on the same ticket, and not on another ticket. Also tickets can only be deleted (well that's doable) and closed by the player, not by the hd gms who close it the moment they answer it. What if the answer is less than satisfactory? or succeeding tickets are necessary for a resolution? Efficiency and effectiveness are the keys here.

A scenario like this:

Ticket 1000 : What happened blah blah...

(7 days after)

GM : It's because blah blah... can you send additional proofs, images, to aid in the review? (ticket closed)

Ticket 2000: blah blah *inserts proofs
(now u gotta wait again after 1k tickets which went ahead of u in the queue and in another 7 days )

...is quite frustrating.