"We will assume your issue has been resolved if we do not hear from you"

Katheriah

Why the hell is this in the confirmation of the customer service ticket?

After reporting a player I got the confirmation mail that says 'Status: Under Review', but if you scroll down aaaaaall the way you see:

"We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!"

Shouldn't it be the other way around? I just submitted a ticket because of the behaviour of a player. Do you think we've been drinking a cup of tea together and I discovered that he had a bad year and gets rid of his agression in zonechat? For my work I coordinate tech support for 300+ of my colleagues. If I try this at the office I'm pretty sure my manager is gonna ask me if I've gone crazy...

A confirmation shouldn't contain information like this hidden at the end of a mail that's too long.

chiipso

Reporting players is a waste of time. The system is setup that way so that they perceive to be helpful but not actually do anything.

daemonios

There is a reason for this. Their support system starts by sending an automated response. It's a crude first sweep that's supposed to catch as many issues as possible so tickets can be closed immediately, but the downside is there's a big chance the auto reply won't help you.

That's when you should reply to the email and restate your case in as detailed a way as possible. In the end the support system has worked well for me, with issues resolved in 2 days tops. All things considered I think it's not unreasonable, and the mails aren't so big that you can't be expected to read them to the end.

In the case you mention there's the added issue that ZOS don't discuss action taken against players. I don't believe there's even a point in replying to the auto reply email, as they won't give you any further information.

Ratzkifal

It's also so there so that bots can't flood the customer support with tickets.

VaranisArano

Definitely reply with a restatement of your issue if the automated reply doesnt help (which is most of the time). Usually I get an actual person to reply the second time.

therift

I have understood the message to indicate that tickets have time limits; if Customer Service never hears from you again, the ticket is automatically closed.

Out of the five or so tickets I have submitted on game issues, three were resolved by information supplied in the automated response.

I do not expect to hear anything on bot and player reports, so I allow those tickets to expire.

Elsonso

Katheriah wrote: »

After reporting a player I got the confirmation mail that says 'Status: Under Review', but if you scroll down aaaaaall the way you see:

"We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!"

Shouldn't it be the other way around? I just submitted a ticket because of the behaviour of a player. Do you think we've been drinking a cup of tea together and I discovered that he had a bad year and gets rid of his agression in zonechat? For my work I coordinate tech support for 300+ of my colleagues. If I try this at the office I'm pretty sure my manager is gonna ask me if I've gone crazy...

Actually, no.

Customers have a horrible tendency to report a problem, solve it themselves (or decide they no longer care), and then never tell anyone. That leaves tickets open while the company waits for updates, or worse, requires that the company contact the customer, often repeatedly, just to see if they are still interested in the thing. If they aren't, time was wasted. You probably see this at your office.

By saying that the ticket will be automatically closed, it encourages the customer to remain engaged. What adds to this is if the ticketing system can send an email out when it is closed. That often gets people to start paying attention, again.

The dirty secret is that those tickets are not dead. It's not like they delete the ticket and salt this disk space where it was stored to prevent necromancy. You can re-open a ticket after 4 days simply by replying to the email or adding a comment in the ticketing system.

Katheriah

lordrichter wrote: »

Customers have a horrible tendency to report a problem, solve it themselves (or decide they no longer care), and then never tell anyone. That leaves tickets open while the company waits for updates, or worse, requires that the company contact the customer, often repeatedly, just to see if they are still interested in the thing. If they aren't, time was wasted. You probably see this at your office.

I reported a player. How can that be resolved by me?

Ofc users sometimes do this, but there's always types of issues that never resolve by magic. The time wasted in our case it that my people send a chat message (standard message, few seconds work).

In this case it's the autoreply that states it's Under Review and then waaay too much text later 'by the way only if you reply'. If the autoreply starts with 'hey, we're reviewing your issue' I assume it's okay and I stop reading the email because I ain't got time for this nonsense.

If you require action you state it somewhere in the beginning.

Elsonso

Katheriah wrote: »

lordrichter wrote: »

Customers have a horrible tendency to report a problem, solve it themselves (or decide they no longer care), and then never tell anyone. That leaves tickets open while the company waits for updates, or worse, requires that the company contact the customer, often repeatedly, just to see if they are still interested in the thing. If they aren't, time was wasted. You probably see this at your office.

I reported a player. How can that be resolved by me?

Ofc users sometimes do this, but there's always types of issues that never resolve by magic. The time wasted in our case it that my people send a chat message (standard message, few seconds work).

In this case it's the autoreply that states it's Under Review and then waaay too much text later 'by the way only if you reply'. If the autoreply starts with 'hey, we're reviewing your issue' I assume it's okay and I stop reading the email because I ain't got time for this nonsense.

If you require action you state it somewhere in the beginning.

I was answering the general scenario, since the responses are automatically generated. Obviously, in the case of reporting a player, your work is done. There is no further input required of you, unless they ask, and they will not tell you the outcome.

AhPook_Is_Here

It's the way their CS system works, you submit a ticket, a robot reads it and misunderstands it and sends an inappropriate reply, then says ticket's closed. there is no point even writing anything detailed till you get past the robot tier.

Katheriah

lordrichter wrote: »

I was answering the general scenario, since the responses are automatically generated. Obviously, in the case of reporting a player, your work is done. There is no further input required of you, unless they ask, and they will not tell you the outcome.

Yeah, but that's not what the emails says.

I just want that the email is straightforward about what the expectations are from both sides. Now I'm getting mixed signals.

And nowadays there's way better ways to filter bots. It's not that hard to create an automated reply with 'I still have this issue'. In fact: that's exactly what I'll be doing.

Elsonso

Katheriah wrote: »

lordrichter wrote: »

I was answering the general scenario, since the responses are automatically generated. Obviously, in the case of reporting a player, your work is done. There is no further input required of you, unless they ask, and they will not tell you the outcome.

Yeah, but that's not what the emails says.

I just want that the email is straightforward about what the expectations are from both sides. Now I'm getting mixed signals.

And nowadays there's way better ways to filter bots. It's not that hard to create an automated reply with 'I still have this issue'. In fact: that's exactly what I'll be doing.

So you want them to update the template that the use to auto-generate player report tickets. Got it.