This is why we need a support ticket dashboard

Hestia

For the third time, your customer support team has messaged me back at least 4 days after the bug has been clearly fixed. Most MMOs out there (even free to play) has a support ticket dashboard that allows customers to review open/closed/resolved tickets and also manually mark the ticket as resolved when it has been fixed before a reply has been given by CS/GM.

The two email responses below are from the exact same ticket "East portal for main quest in Coldharbour is not working."

What is up with this dodgy customer service and why do you not have a support ticket dashboard?

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First email: Response By Email (Francisco) (04/12/2014 01:02 AM)

Greetings Mighty Warrior of The Covenant Hestia,

Thank you in advance for contacting The Elder Scrolls Online Support Team!

Apologies on our side for any inconvenience this may is causing you. This particular quest bug is a known issue, and the team is currently working on a solution. In the meantime, there are a couple of things you may try to resolve this issue:

• Type /reloadui in the command line of the Chat Box
• Try performing a soft reset: log out of the game and launcher completely for at least 15 minutes. This will reset your character's instance information and may cause quest NPCs to work properly.
• Abandon and restart the quest, which also causes quest NPCs and objectives to restart; this generally gets positive results.

If this steps doesn't help you character to pass this quest please feel free to contact us again, we will be more than welcome to help you more.
Thank you again for taking your adventure time to inform us about this bug.

Let the fields of Cyrodill run red.
Warmest Regards from The Elder Scrolls Online Team!

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Second email: Response By Email (Norman) (04/15/2014 08:21 PM)

Hail Hero!

I am sorry to hear that you are having difficulties with your quest. With the new release there is the possibility that a couple of mudcrabs summoned by Molag Bal have gotten into our system. Thank you for bringing this quest to our attention.
Here are some troubleshooting tips that may help you as we work towards a more permanent solution. We recommend that you try the following:

• Typing /reloadui in your chatbox, for graphics or user-interface issues
• Typing /camp in your chatbox, which logs you out. Afterwards, exit out of the game and launcher, and wait 15 minutes before logging back in. You are performing a soft-reset which will clear out the cache and allow the game to load properly.
• You can venture off to complete other quests, allowing time to pass and the greater possibility being able to interact with the NPC
• It is also possible that you can return with a party and attempt the quest with a fresh start (after sharing the quest via group tab)
• As a last resort you can try abandoning the quest and re-acquire it

Any of these tips can also apply to other quests or problems that you may have in the future, too. We are currently investigating the issue, so thank you for your patience while we continue to look into the problem.

Regards,
The Elder Scrolls Online Team

Harkrider

I've closed my tickets that I no longer needed assistance with by simply sending an email requesting the ticket be closed.

Hestia

I can't ask them to close a ticket unless they respond to me which takes ages.

Zazar

Sometimes you'll see on response mail that the ticket has turned to "Solved", if not, you can do as Harkrider said above. I guess that Zenimax will set a "support ticket dashboard" soon.

Hestia

Please implement this.

Saerydoth

Yes, we NEED a way to view our open tickets on the website, and add to them if necessary. That would also have the advantage of using insecure email as a way to provide information to tickets.