Why doesn't the support team respond to the tickets?

NStunner · April 2020

I report some of the bugs I saw in the game, but even an automatic message saying "we are interested" is not sent.

On 04/11/2020 12:16 PM, I sent a ticket with a request regarding the Crown Store. I received a mail with questions "How many Crowns were spent on the token? When was the token purchased and used?". It said I had to answer the e-mail or they'd assume the problem was solved. Immediately I also answered. I think the support team member who took care of me after my answer is dead. I can't reach him, I'm very worried. Why wouldn't he answer if he wasn't dead? Last time I texted, I wrote this:

"Hello?
Are you there? You there? You there?
Ring ring

https://www.youtube.com/watch?v=KXanlLjOFh0"

Please respond to my request which Reference code # 200411-005196.

Raisin · April 2020

Support is currently overloaded, both due to influx of tickets and more limited availability, so tickets are taking longer.

Each new ticket you make, and each response you send puts you at the back of the queue. So if you've kept responding to your ticket (not sure if it's a complete joke since you said 'texted'), you've repeatedly put yourself at the back of the line again.

Bug reports do not get a response. There is a small window (in game, not sure about support website) that informs you of this fact after you submit the ticket.

ZOS_Adrikoth · April 2020

Hello, we can confirm that your ticket #200411-005196 is still open and a member of our support team will reach out as soon as they can.

Please be aware that we are currently experiencing high contact volumes, due to the impact of COVID-19, and you may experience increased waiting times when contacting Customer Support. With this in mind, please remember that updating your ticket will put you at the end of the line and delay the response time.

DarknessAngel · April 2020

ZOS_Adrikoth wrote: »

Hello, we can confirm that your ticket #200411-005196 is still open and a member of our support team will reach out as soon as they can.

Please be aware that we are currently experiencing high contact volumes, due to the impact of COVID-19, and you may experience increased waiting times when contacting Customer Support. With this in mind, please remember that updating your ticket will put you at the end of the line and delay the response time.

great.... wish i knew this... i just updated my ticket alittle bit ago with a pic of my DL incase it was needed.... ugh i just want to play!

Elsonso · April 2020

NStunner wrote: »

I think the support team member who took care of me after my answer is dead. I can't reach him, I'm very worried. Why wouldn't he answer if he wasn't dead?

Actually, I am wondering if the "support team" is just one guy. He used to work in the ZOS building, in the basement, next to the utility room, at the back of the janitor's closet, but now he has to work from home. Or, maybe a remote beach in the Caribbean. Each morning, he goes to babynames.com and picks a nom du jure and works through a dozen or so tickets during his 8 hour shift, then calls it a day.

I used to wonder if he was dead, and even urged ZOS to mount an expedition to the basement to check on him. I don't know if they were able to get funding to do that, but he seem to do enough work each day to dispel that rumor.

So, give him some time. Hazel/Phillipe/Frank/Brian/Cujo/Samantha/Heather/Jorj/Sven will get to you!