About how long does it take to get a response to a support ticket?

AlCiao

Just wondering. It's been a week, so I don't know if this is normal or not. Thanks.

virtus753

You should have gotten an initial automated response. Did you reply to that? If not, they assume the issue is resolved.

If it’s been a week since the last time you wrote to them without a response, you could try posting your ticket number here so Kevin can try to follow up.

I don’t believe there’s a hard and fast rule about response times from them, and in crunch times it can take a week or two, but since they give us a hard 4-day limit to respond I don’t think it’s unreasonable to expect the same in return.

Tandor

Don't submit a second ticket, it will put you at the back of the queue.

Bear in mind that response time may be affected by when you submit the ticket - they don't work weekends - as well as the nature of the problem and its level of priority - e.g. an inability to log in is likely to be a higher priority than a request for a deleted item to be reinstated.

Panthermic

virtus753 wrote: »

You should have gotten an initial automated response. Did you reply to that? If not, they assume the issue is resolved.

If it’s been a week since the last time you wrote to them without a response, you could try posting your ticket number here so Kevin can try to follow up.

I don’t believe there’s a hard and fast rule about response times from them, and in crunch times it can take a week or two, but since they give us a hard 4-day limit to respond I don’t think it’s unreasonable to expect the same in return.

The funny part of this is that when you send a ticket, the automata tell if you don't answer the reply that says they got your ticket, it gets closed as resolved after 96 hours if no response to the automata answer. BUT what the heck should anyone answer to that automata message? Just send a BUMP within 96 hours until they don't answer?

Silaf

Getting a response is fast ( one day). The problem is that after sending a certain number of messages to explain your problem assistence will start to answer with prerecordrd answers and idiotic suggestions like "try reloadui".

virtus753

Panthermic wrote: »

virtus753 wrote: »

You should have gotten an initial automated response. Did you reply to that? If not, they assume the issue is resolved.

If it’s been a week since the last time you wrote to them without a response, you could try posting your ticket number here so Kevin can try to follow up.

I don’t believe there’s a hard and fast rule about response times from them, and in crunch times it can take a week or two, but since they give us a hard 4-day limit to respond I don’t think it’s unreasonable to expect the same in return.

The funny part of this is that when you send a ticket, the automata tell if you don't answer the reply that says they got your ticket, it gets closed as resolved after 96 hours if no response to the automata answer. BUT what the heck should anyone answer to that automata message? Just send a BUMP within 96 hours until they don't answer?

Yeah, pretty much.

“Thank you for the suggestions, but this did not solve the issue. I look forward to hearing from you.”

Eventually you’ll get a human. Whether you get the response you’re looking for depends on whether it’s something Support can help or not. I’ve had some timely helpful responses when it’s something within Support’s purview. I’ve had some inane and unhelpful responses: the funniest was being told by one person that a book was not bugged and then being told by another it would never be fixed and then being told by a third it would be fixed soon. I’ve also been stonewalled about serious issues because there was nothing Support could do and there was nothing in their available responses that accounted for the situation. After numerous instances of them marking the ticket “read response provided” without providing a response, I finally got a human who explained the situation in a way that Support could not.

As with most support systems, being persistent and polite gets you further than not. Sometimes you can get what you want; sometimes in the end there just isn’t a solution they can provide. And sometimes something goes wrong and then someone like Kevin can help out. Being aware of what Support can and can’t do helps keep expectations manageable.

zaria

virtus753 wrote: »

You should have gotten an initial automated response. Did you reply to that? If not, they assume the issue is resolved.

If it’s been a week since the last time you wrote to them without a response, you could try posting your ticket number here so Kevin can try to follow up.

I don’t believe there’s a hard and fast rule about response times from them, and in crunch times it can take a week or two, but since they give us a hard 4-day limit to respond I don’t think it’s unreasonable to expect the same in return.

This. Reason for the auto reply is most people restart the game, if still an issue they file an ticket.
Then they reboot the PC who solves the issue.

And the loader, if you give you issues always kill and restart, its solution to any issue is re-downloading the entire game.
But that solved if for me the only time I had to involve support.

ZOS_Kevin

@AlCiao What is your ticket number. We can track it down and make sure it is in the right place.

AlCiao

Thank you for the answers, everyone.

ZOS_Kevin wrote: »

@AlCiao What is your ticket number. We can track it down and make sure it is in the right place.

Thank you for replying. Unfortunately, I don't know. When I submitted it, it gave me a ticket number, but I didn't think to write it down, because I figured I would be sent some sort of message (either in-game or via email) about my ticket with the number, but I never got one.

Others have mentioned an automatic message. Where would that be sent? Via in-game mail? Email? Or somewhere else?

Panthermic

AlCiao wrote: »

Thank you for the answers, everyone.

ZOS_Kevin wrote: »

@AlCiao What is your ticket number. We can track it down and make sure it is in the right place.

Thank you for replying. Unfortunately, I don't know. When I submitted it, it gave me a ticket number, but I didn't think to write it down, because I figured I would be sent some sort of message (either in-game or via email) about my ticket with the number, but I never got one.

Others have mentioned an automatic message. Where would that be sent? Via in-game mail? Email? Or somewhere else?

You should have got an email to the address you're registered to your TESO's--not the forum but the game itself--account. Maybe check the spam folder.

AlCiao

Panthermic wrote: »

You should have got an email to the address you're registered to your TESO's--not the forum but the game itself--account. Maybe check the spam folder.

Nope, nothing. Not in Inbox, not in Promotional, Social, Spam, or anywhere else.

Tandor

AlCiao wrote: »

Thank you for the answers, everyone.

ZOS_Kevin wrote: »

@AlCiao What is your ticket number. We can track it down and make sure it is in the right place.

Thank you for replying. Unfortunately, I don't know. When I submitted it, it gave me a ticket number, but I didn't think to write it down, because I figured I would be sent some sort of message (either in-game or via email) about my ticket with the number, but I never got one.

Others have mentioned an automatic message. Where would that be sent? Via in-game mail? Email? Or somewhere else?

Are you sure you're talking about a ticket and not a bug report or feedback submission? You can access a ticket number through the website and your email inbox, but bug reports and feedback will not be acknowledged or replied to.

AlCiao

Tandor wrote: »

AlCiao wrote: »

Thank you for the answers, everyone.

ZOS_Kevin wrote: »

@AlCiao What is your ticket number. We can track it down and make sure it is in the right place.

Thank you for replying. Unfortunately, I don't know. When I submitted it, it gave me a ticket number, but I didn't think to write it down, because I figured I would be sent some sort of message (either in-game or via email) about my ticket with the number, but I never got one.

Others have mentioned an automatic message. Where would that be sent? Via in-game mail? Email? Or somewhere else?

Are you sure you're talking about a ticket and not a bug report or feedback submission? You can access a ticket number through the website and your email inbox, but bug reports and feedback will not be acknowledged or replied to.

It was via Ask a Question iirc, and it did give me a ticket number in-game after I submitted it, just never sent me an automated follow-up message.

Panthermic

AlCiao wrote: »

Panthermic wrote: »

You should have got an email to the address you're registered to your TESO's--not the forum but the game itself--account. Maybe check the spam folder.

Nope, nothing. Not in Inbox, not in Promotional, Social, Spam, or anywhere else.

Try to find your ticket here at https://help.elderscrollsonline.com/#en/my-support

AlCiao

Panthermic wrote: »

AlCiao wrote: »

Panthermic wrote: »

You should have got an email to the address you're registered to your TESO's--not the forum but the game itself--account. Maybe check the spam folder.

Nope, nothing. Not in Inbox, not in Promotional, Social, Spam, or anywhere else.

Try to find your ticket here at https://help.elderscrollsonline.com/#en/my-support

Thank you!

Looks like it was expired? There's a message with it but I never got it before, so I guess it expired. Should I re-submit it?

ZOS_Kevin wrote: »

@AlCiao What is your ticket number. We can track it down and make sure it is in the right place.

Looks like the number is 230630-005413

ZOS_Icy

Greetings,

This thread has been moved to the General Help section, as it is better suited there.

Thank you for your understanding.

ZOS_Bill

@AlCiao

Thank you for your ticket number. We've sent you a forum PM with an update.

FeralFifi

I've been trying to get an answer on when a known problem will be resolved, or whether a workaround has been found. So far, it's as most have said, I've been asked to go through multiple 'hoops' at my end, to no solution. Then the ticket has been closed. The update thread I've been redirected to shows no updates on the issue.

The Forum thread others have started reveals others have tried and failed as I have, and the 96 hours thing is a joke when all you get has been an auto-response that your ticket has been passed up the line, but the superior doesn't respond to you so you can get back within the 96 hours. So the ticket is closed on you. Again with no solution.

For me the issue was that the Necrom update broke the game insofar as it can no longer be played on my for-purpose, large, gaming monitor. It only works on my much smaller computer screen. I have the larger monitor so I can see the game properly. So it's not a small, inconsequential problem.

I only started playing ESO this year, after playing WoW for 15 years. I finally left Blizzard because they're seemingly also ignoring any Mac issues. I far prefer ESO as a game and story, it had been a delight to play - before something got broken with the Necrom coding.

ZOS_Bill

@FeralFifi

Do you have your support ticket number?

FeralFifi

I finally got a response, which worked for 2 days, then the server updated MAC/PC, and the problem re-occured. The fix given to me also no longer worked. I'm so over this. I've been trying to get this settled since the Necrom update.

The last ticket was 230803-000386

ZOS_Phoenix

@FeralFifi

I have sent you a private message regarding your ticket.