How long do support tickets take?

Neugeniko · May 26

How long do support tickets take usually? The other mmo I often play is run by a small group of progressive ex-viking islanders and takes one day usually.

LunaFlora · May 26

could be a few hours or a few days.
it is Sunday though so you likely won't get an answer until Monday at least

Neugeniko · May 26

Cool. TY.

LostScot · May 26

It depends. If you reply to your ticket every day, and also whenever a support rep responds, then you can get 2 or more replies a day from support. The replies are useless, so you may be glad that you're getting no reply at all.

Trust me, you don't want to be where I'm at right now where Zenimax are being dense and failing to actually fix the problem with their payments system. It seems the people affected in Europe know far more about the issue than Zenimax, even their card payment processor (Worldline Global) is far more communicative about the issue and have told me how Zenimax can fix it.

So yeah, no reply is probably better for your mental health than the usual hollow responses they offer. Their support staff don't seem to have ANY awareness of ITIL, nor do the support staff appear to actually do, well, you know, support work... Replying to tickets is a tiny part of a support representative's role.

Tandor · May 26

I would imagine it partly depends on what the issue is, they are likely to have some kind of prioritisation system.

The main thing is to respond to all replies you get, and not to create additional tickets as they just put you to the back of the queue each time.

Elrond87 · May 26

about the length of some string

twev · May 26

Elrond87 wrote: »

about the length of some string

I'm prolly using the wrong color string...

Neugeniko · May 28

It took 5 days all up. They sent me the 4 items in the mail. But only 1 item came out of the mail into my inventory.
Do I need to wait another 5 days? They can't even get the mail system working right.

Neugeniko · May 28

My inventory count is also 2 higher than it actually is. Which isn't the 3 missing pieces. Wow how bad is this game made.

belial5221_ESO · May 28

Sometimes it's an account issue,little to noone else seems to be having issues.If you use addons,disable em and make sure there's not an issue there.Also,some items are unique and you can only have one in inv at a time like maps.

Neugeniko · May 28

Its not unique items. A transaction on my player data is stuck and cant be committed because something failed. The function for item count is filtering differently than the inventory. Normally that is okay because a consistent state is expected, but given the count doesn't match it indicates a consistent state has not be reached.

Neugeniko · May 28

They are looking at my character data and that character is locked out now

My main and crafter. And with a whole bunch of things to get done before gold road hits.

Its a class A fail cascade, putting in a support ticket for one thing then the support system causing worse problems.

Neugeniko · May 28

Cool it appears to be fixed. I dont know if the interaction between postmaster addon and support mails caused it. But im glad its fixed.

Elvenheart · May 28

The one time I have had to open a support ticket, it was because my character got knocked through a wall by boss in a public dungeon, and entered the Never Never, the Realm Outside. Like a fool, I decided to run around and explore the Never Never. it was quite interesting until I started falling off the edge and kept falling forever. I could not port out or anything, and logging out and back in did not help, nor did /stuck since I was in constant motion. I opened a ticket, and after getting the first initial automatic reply, responded with more information and I got a live person who helped get my character out rather quickly. I think they sensed I was about to die in real life so they were very expedient and efficient. Never will I try to explore the Never Never again!

DonHardstyle · May 29

They take way to long. My last ticket took 3.5weeks to be solved, a reply oughly every 5-7 day

Eso's support ticket system got real bad.

ZOS_Bill · June 5

We are glad that support has been able to help in your current ticket. Since the OP issue is now resolved, this thread will be closed going forward.