Tandor wrote: »

I think it depends enormously on the issue. As you say, Covid is causing problems as the whole team is working from home, and the playerbase is at a record high with consequent increases in support tickets. They are unlikely to work at the weekend.

It doesn't help that a lot of players don't understand the way that tickets work and keep putting in multiple tickets which slows the whole thing down as well as putting their case at the back of the queue each time they submit another ticket. Lastly, people don't respond to the automated replies which means the case is regarded as closed, or they submit tickets when they are only reporting bugs or submitting feedback and won't get a reply anyway, as is also the case with reporting bots and other player conduct complaints the outcome of which is confidential.

I don't think there's a standard time anyone can give you as an estimate. Some will tell you never while others will say they've had resolution within 24 hours. It depends entirely on the circumstances, as a major account issue for example is likely to be rated higher priority than a request to restore a deleted item. If you want to provide some basic information about the issue people may be able to give you a better idea, or even offer a suggestion themselves based on previous experience.

Yes, you're absolutely correct about all of that! My experience is that I usually get a response and resolution within an hour; I live in the US, and I always tick the text response option, which garners a faster response. Text responses have been just as fast, but I had my request elevated to a special team, which requires a response via email. That was two days ago, and I kind of expect not to hear back soon, just that I'd like to have a rough idea how not-soon. lol It's a crown store related question, so definitely lower on the priority list than people who are actually having issues. I'll refrain from the details because ZOS likes to be whisper hush about resolutions in that area.

The response times that you are indicating seem really fast. I have a recent ticket #200619-009365 and 200620-011205 that are 3 going on 4 days old. I was thinking maybe they are short staffed.

Generally they are really good and I have always seen responses within 24 to 48 hours. So the longer wait at least for me is something new.

One thing that I don't understand is the being placed at the back of the que if a ticket is updated. That does not seem to make much sense. If a ticket is submitted and assigned a number that original number should be is place holder for when it gets serviced. Now if a response is given by a representative (not the auto reply) then I can see it going to the back of the que again.

I have noticed unfortunately as in one of my tickets above. There was an auto reply generated from the system. Even though the auto reply did not address the actual issue, it required a response from me. From what I have been told is when I use the update ticket section to reply to the auto response this then forces my ticket back to zero in the que. That seem a bit out of sorts.

I believe the system scan reads tickets for certain trigger words. And will auto reply with a cookie cutter response to some tickets. I kinda wish they would re-work this but perhaps it weeds out a fair amount of the tickets that can be resolved by their bot.

I think my tickets have been routed at least in the right direction so that's at least step ONE done.

Destai wrote: »

Versispellis wrote: »

This is not a complaint thread! And I don't wish it to be a complaint thread. Everyone needs to be cut some slack during covid.

I'm just wondering what the average wait time is lately so I know what to expect. It'll help me gauge how often I should be checking.

Their support team are champs. They really are the shining stars, have only had great experiences with them.

Usually they respond within a couple of days, reporting your bug on the forum might also help move it along.

Same, I've never had a negative experience with them. For me, they actually have the best customer service I've ever encountered.

Fightin_Irish_Johnny wrote: »

The response times that you are indicating seem really fast. I have a recent ticket #200619-009365 and 200620-011205 that are 3 going on 4 days old. I was thinking maybe they are short staffed.

Generally they are really good and I have always seen responses within 24 to 48 hours. So the longer wait at least for me is something new.

One thing that I don't understand is the being placed at the back of the que if a ticket is updated. That does not seem to make much sense. If a ticket is submitted and assigned a number that original number should be is place holder for when it gets serviced. Now if a response is given by a representative (not the auto reply) then I can see it going to the back of the que again.

I have noticed unfortunately as in one of my tickets above. There was an auto reply generated from the system. Even though the auto reply did not address the actual issue, it required a response from me. From what I have been told is when I use the update ticket section to reply to the auto response this then forces my ticket back to zero in the que. That seem a bit out of sorts.

I believe the system scan reads tickets for certain trigger words. And will auto reply with a cookie cutter response to some tickets. I kinda wish they would re-work this but perhaps it weeds out a fair amount of the tickets that can be resolved by their bot.

I think my tickets have been routed at least in the right direction so that's at least step ONE done.

I'm sure there's a handful of things going on. It could be that they're short staffed, but also I imagine a lot of them are working remotely, and there has to be an influx of tickets on account of the increased activity lately. They certainly have to be stretched thin. My ticket is about 4 or 5 days out now.

I don't know exactly how it works, with updating tickets. I couldn't imagine that updating a ticket would send it to the back of the queue. I think the problem happens when people decide to open up new tickets because they're not getting a fast enough response, adding to volume of tickets.