How long does ZOS take to answer tickets re: Mac issues?

Stille_desAethers · January 9

I submitted a ticket around 2 weeks ago. Still no reply.

It is the second ticket I have submitted in 2.5 years, so I am definitely not harassing them. Does it typically take this long?

Nestor · January 9

Did you get the Bot Mail that says they got the ticket? Reply to that and say the issue still exists. Repeat until you get someone with a beating heart...

Stille_desAethers · January 9

thanks, i guess i'll do that.

my patience with their silence on mac has worn so thin...

denisclairetneb18_ESO · January 9

Until they change course on support of AS Macs, consider they have abandoned MacOS. It's an attrition war now.

ZOS_Bill · January 10

@Stille_desAethers

What is your current ticket number?

We can check on the ticket status and provide an update.

Stille_desAethers · January 31

@ZOS_Bill this is what happens. Perhaps I should try resubmitting without attaching files.

ZOS_Bill · February 2

@Stille_desAethers

We have sent you a forum PM to further help with finding your ticket.

Stille_desAethers · February 2

Thanks, @ZOS_Bill

I was finally able to get my foot in the door, so to speak, by submitting a ticket with no attachments. I received a ticket number and now the issue is being escalated to the proper team.

I don't believe any of my previous tickets (the ones without ticket numbers) ever made it through.

ZOS_Bill · February 3

@Stille_desAethers

I'm glad to hear the new ticket was created successfully! If you need any updates please feel free to post the ticket number here.

Stille_desAethers · February 16

Thanks, @ZOS_Bill

I finally got the answers I was looking for. Hooray!

The site seems not to process tickets with attachments very well...

It is already onerous to write and re-write a ticket with proper documentation and attachments. Worst of all, it wasn't even clear that my submissions would never see human eyes. This was the case with both Safari and Chrome.

I eventually just copied and saved my inputs and quasi spammed them through the ticket interface– without the necessary attachments– before finally getting through. Then the response was swift, and I was able to submit attachments throughout the ensuing discussion.

Just leaving this for reference.

ZOS_Bill · February 21

Thank you for the update and letting us know your ticket was answered. As the situation has been resolved, we will now close this thread from further posts.