Unable to reply to Support Tickets Please help me Customer Services

Arwyn · April 2014

I keep getting this on replys, I raised a ticked but they asked me to reply!!

Final-Recipient: rfc822; teso_help@mailmw.custhelp.com
Original-Recipient: rfc822;ESO_Help@helpmail.elderscrollsonline.com
Action: failed
Status: 5.0.0
Remote-MTA: dns; filtervipmw15.rightnowtech.com
Diagnostic-Code: smtp; 554 Service unavailable; Client host
[mailrelay01.zos.atl.nexxphase.net] blocked by rbl.int.rightnowtech.com;
http://www.spamhaus.org/sbl/query/SBL220319

I dont want my tickets to close due to no action from me!

GossiTheDog · April 2014

The support ticket system is broke as the email integration stopped working. It's been dead a day. I contacted Zenimax and Bethesda's PR head by I can't find anybody who knows anything about it.

Arwyn · April 2014

"Glad" im not the only one. Support do not seem to know as they are still asking for replies. Hopefully a staff member here can get things going.

Thanks

Vlas · April 2014

spamhaus is blocking them.. they have been reported for spamming by someone.

I dont know where the other threads went, but that is what is going on.

They know about it, it is up to Spamhaus to remove them, which can take time.

mxtoolbox.com/SuperTool.aspx?action=blacklist%3amailrelay01.zos.atl.nexxphase.net&run=toolpage

Bazzakrak · April 2014

Could be all those e-mails they send out when we report goldsellers that got them in trouble.
Would be kind of funny and ironic if it was so

Arwyn · April 2014

Vlas wrote: »

spamhaus is blocking them.. they have been reported for spamming by someone.

I dont know where the other threads went, but that is what is going on.

They know about it, it is up to Spamhaus to remove them, which can take time.

mxtoolbox.com/SuperTool.aspx?action=blacklist%3amailrelay01.zos.atl.nexxphase.net&run=toolpage

Thank you for this, Hopefully Support will get this working ASAP.

ZOS_TristanK · April 2014

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

GossiTheDog · April 2014

Cheers, @ZOS_TristanK. It's all users, just for info. Try it for yourself - from something like Gmail or Hotmail, email eso_help@helpmail.elderscrollsonline.com. It will immediately bounce back. ZOS's email server checks against Spamhaus before relaying, and the email server itself is listed in Spamhaus so rejects its own email.

Arwyn · April 2014

ZOS_TristanK wrote: »

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

Thanks a ton for the reply, replies are appreciated!!

Vlas · April 2014

Yeah, I havent checked if that relay server is secure or not, but lets hope it is... otherwise that is the problem.

GossiTheDog · April 2014

Vlas wrote: »

Yeah, I havent checked if that relay server is secure or not, but lets hope it is... otherwise that is the problem.

I haven't checked but I presume it is a secure relay @Vlas. The problem is they accept email on one email server, then relay it internally to another. Which is fine. But the final destination server uses Spamhaus, and the first server is listed in Spamhaus, so they reject their own email.

Vlas · April 2014

Relays are only used to send out, not to receive. Although you can have multiple receiving servers, in case one goes down. You set them up in the DNS MX records to roll through the list until it accepts one.

GossiTheDog · April 2014

No, you can receive on a relay, and, uh, relay it on. But that's another discussion.

Vlas · April 2014

Makes no sense to do that. Anyways, if it is on ZOSs end, they can disable spamhaus to test/verify. But that is a pretty cheap solution for a large company. Barracuda or other solutions would be a better solution as it also scans for viruses and has a better user based control, minimizing IT interaction.

Vyndetta · April 2014

ZOS needs to stop sending us emails asking for security information until this issue is resolved.

Arwyn · April 2014

How in hell is this still not resolved?! My tickets are being ignored and since I cant reply to them they probably think my issues are resolved. My ticket on this problem was escalated 2 days ago!!!!!!

GossiTheDog · April 2014

I don't know. The last update was from @ZOS_TristanK yesterday:

ZOS_TristanK wrote: »

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

It's even in the gaming press saying the support system has stopped working. We approach Day 3 and there's no sticky topic here and nobody seems to know what is happening with it.

Legolas · April 2014

I have found a Work around!

If you contact Support and have to reply Follow the steps Blow:

Compose a new email
Use the Email teso_help@mailmw.custhelp.com as provided by @ByrenV
Copy the Full topic from the Email they sent you. That includes the Incident Number
Put what you want to say in the body and send it.

Your most likely going to get someone else BUT they will pull your last Ticket and get the info they need to help you. Doing that will also lower there Open Ticket count so they can reply to more faster.

Bazzakrak · April 2014

Ohh I have had a good laugh this morning in regards to this topic.

Send in a ticket to them, when it first happened, saying I couldnt contact them with a reply to a ticket.
Now I got a nice responce saying that they could give my responce to the rep, if I wanted them to.
So replying to that mail, now also bounced.
This made me laugh a bit, since the attempt to help me now also resulted in a bounce.

But I will try @Legolas‌ suggestion to see if it goes through

Hestia · April 2014

ZOS_TristanK wrote: »

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

Just make a support ticket dashboard. Problem solved.

IceDragon79 · April 2014

Ah good to see I'm not the only one in this boat.. 1 day down on replying to a support ticket due to this. I hope they aren't gonna close any tickets due to no response while this is going on

Arwyn · April 2014

Disappointed this is still a problem.

Kayira · April 2014

I followed @Legolas‌ suggestion and it worked.
Support also said that they are still working on it and know of this problem. I agree it is annoying but at least you can still reach them with the other email and I received a reply to my issue within 20minutes. I must say support in this game is amazingly fast!
Sort out the bounce back and support will be great!

aftershock911_ESO · April 2014

I just opened a new ticket and put " In reference to ticket number XXXXX-XXXXXX" as the first line and then stated my reply. I got a reply very quickly (with in 30 min)

Dunhilda · April 2014

For now the workaround would be to use the support open a new ticket and answer the questions/requests they sent you via email

Make sure you have the ticket number on the top and explain you were unable to send a reply via mail

Answer the ticket how you would and by using Image hosting sites to "attach" Screen caps ( Send their links)

then add the ticket number again

Open your email and copy the email ( everything) and paste that in to the new ticket

Send it off

I receive their email but can't reply to them.

Hestia · April 2014

Hestia wrote: »

ZOS_TristanK wrote: »

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

Just make a support ticket dashboard. Problem solved.

Legolas · April 2014

Dunhilda wrote: »

For now the workaround would be to use the support open a new ticket and answer the questions/requests they sent you via email

Make sure you have the ticket number on the top and explain you were unable to send a reply via mail

Answer the ticket how you would and by using Image hosting sites to "attach" Screen caps ( Send their links)

then add the ticket number again

Open your email and copy the email ( everything) and paste that in to the new ticket

Send it off

I receive their email but can't reply to them.

And Even easier way is What i said before

Legolas wrote: »

I have found a Work around!

If you contact Support and have to reply Follow the steps Blow:
Compose a new email
Use the Email teso_help@mailmw.custhelp.com as provided by @ByrenV
Copy the Full topic from the Email they sent you. That includes the Incident Number
Put what you want to say in the body and send it.

Your most likely going to get someone else BUT they will pull your last Ticket and get the info they need to help you. Doing that will also lower there Open Ticket count so they can reply to more faster.

Arwyn · April 2014

Just replied to a ticket, no return error yet. Might be fixed!

IceDragon79 · April 2014

yeah, I just responded to my ticket without a bounce.

GossiTheDog · April 2014

Just checked, the server is no longer bouncing incoming email! Send support tickets away.

Arwyn · April 2014

I was going to joke that they may have just turned off the bounce message, however since I have replied to all my tickets now it is odd that I have not had a reply back at all yet, normally they are quick to put the ticket back into my court..... Maybe It wouldnt have been a joke.... Anyone getting replies to their replies?