How to contact with real human via Customer Support?

Marabornwingrion · August 2018

Since a week I'm reporting an issue to Customer Support, but every my ticket gets marked as solved the next day, even if the issue is NOT SOLVED.
So I assume that some bot is marking them automatically as solved, over and over?
How can I get response to my ticket from real person?

Lamiai · August 2018

bug report do not get CS responses. Regular cases get an automated response on first contact, reply with the exact same text and it will filter through to a CS agent. Also every case gets sets to solved when they send a response, this is standard for most contact support centers with ticketing systems.

Cuthceol · August 2018

Lamiai wrote: »

bug report do not get CS responses. Regular cases get an automated response on first contact, reply with the exact same text and it will filter through to a CS agent. Also every case gets sets to solved when they send a response, this is standard for most contact support centers with ticketing systems.

it's actually a bit of a lottery on whether you get a human response after the first automated reply, I've had plenty of tickets that went third or fourth automated reply

at a guess I'd say depends whether the call centre they outsource to has hired more staff or people are off on holiday leave or somethin

The_Brosteen · August 2018

I think you're confused, theres not actually any real customer support in the game

Tandor · August 2018

If it's a single issue it only needs a single ticket. If you're sending in multiple tickets that will slow down the response. It'd be helpful, however, if you indicated here what the nature of the issue is and the form of ticket you submitted, that way people may be able to advise on the best way of securing resolution.

eso_nya · August 2018

Things that did not work for me:
- using /bug to make a ticket
- using the other feature (ask for help -> character issue) to report a player (me)
- answering per email to the automated mail that asked me to answer if i think the issue isnt solved by putting someone on my ignorelist
- putting ticket number in the forums
- reporting my own post in the forums and puttin the ticketnumber and why this is serious in the reason
I gave up there. The things prolly still not even noticed.

dennissomb16_ESO · August 2018

send your ticket. first response will be a bot. reply to the Bots reply as not solved, restate the issue. After that you usually get a human response. do not open new ticket, simply respond to original bot response