Help D3 Prioritze Support

bk1234
bk1234 Posts: 2,924 Chairperson of the Boards
edited February 2017 in MtGPQ General Discussion
We all know support is ridiculous -- it takes several days to get a response and when you do the first response is asking for all of the information you included on the ticket. After that there are three or four clarification emails (coming days apart) and then more clarification emails until maybe your problem gets resolved -- if you haven't given up by this time.

The problem is some problems require immediate action or don't belong in support at all.

An easy way to fix this would be a drop down of issues in the ticket itself. This way support can get to urgent matters quickly without putting people through all the back and forth stress.

In addition, they can quickly filter and move bugs forward to the development team and cheater reports to whoever is dealing with them.

So my question is how should these be labeled and prioritized?

Tickets Support Should Deal With:

1. Game Access
2. Did not receive item purchased
3. Did not receive in-game reward
4. Other issue

Tickets that should he forwarded:
1 Cheating Reports
2. Event Bugs
3. Card Bugs
4. Other Game Bugs

Comments

  • Sambr0
    Sambr0 Posts: 7
    Won't change a thing until support gives a damn about resolving issues in a timely matter or showing some initiative when dealing with customers issues.

    Whoever is managing their support team needs to be replaced.
  • Sorin81
    Sorin81 Posts: 558 Critical Contributor
    bken1234 wrote:
    The problem is some problems require immediate action or don't belong in support at all.

    This is very true however it may be only one of the problems. I believe that customer support is overwhelmed and possibly understaffed. D3 handles support from multiple games. There are thousands who play MtGPQ and thousands more who play their other games.

    Having a drop down box to quickly sort and prioritize tickets is such a great idea I have to wonder why nobody at D3 has thought to do it.
    bken1234 wrote:
    So my question is how should these be labeled and prioritized?

    Tickets Support Should Deal With:

    1. Game Access
    2. Did not receive item purchased
    3. Did not receive in-game reward
    4. Other issue

    Tickets that should he forwarded:
    1 Cheating Reports
    2. Event Bugs
    3. Card Bugs
    4. Other Game Bugs

    This is spot on. Simple and covers all issues I can think of.
    Would you have to wait for the first response from D3 before being able to select a category from the drop box?
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    Hey Everyone. While it's not those exact categories, Support does actually have drop-down menus on their website, where players can select the appropriate category for their ticket: https://d3go.com/support/

    By clicking the blue support button in the bottom, right-hand corner, a submission form appears. In that form, you can find game and category filters.

    Having said that though, I did notice the in-game ticket submission does not utilize this method (as it goes straight to your email), and I will discuss with the development team about implementation of a more detailed, in-game submission form.
  • Sorin81
    Sorin81 Posts: 558 Critical Contributor
    As I have only ever submitted a ticket via email I didn't know of the previously provided drop box. Thanks for the info. I'll be sure to use that next time. Perhaps it will help to expedite the resolution of my next ticket.
  • OhanaUnited
    OhanaUnited Posts: 85 Match Maker
    I filed tickets in the past, and every single time they asked me for info that I have already provided to them in the initial ticket (e.g. UID, phone model, android version). Could have wasted less time if they actually looked at that data (my gut feeling is that something was broken and those information didn't get relayed to the support team's interface)
  • bk1234
    bk1234 Posts: 2,924 Chairperson of the Boards
    OhanaUnited wrote:
    I filed tickets in the past, and every single time they asked me for info that I have already provided to them in the initial ticket (e.g. UID, phone model, android version). Could have wasted less time if they actually looked at that data (my gut feeling is that something was broken and those information didn't get relayed to the support team's interface)

    The auto response redundancy is a huge problem. The fact that it delays tickets 1-3 days past the 1-3 days it takes just to get the info makes it worse.

    Also for the record, nothing is broken and my response to this is "I already provided you this info" -- I've never been asked to provide it again.
  • span_argoman
    span_argoman Posts: 751 Critical Contributor
    Brigby wrote:
    Hey Everyone. While it's not those exact categories, Support does actually have drop-down menus on their website, where players can select the appropriate category for their ticket: https://d3go.com/support/

    By clicking the blue support button in the bottom, right-hand corner, a submission form appears. In that form, you can find game and category filters.

    Having said that though, I did notice the in-game ticket submission does not utilize this method (as it goes straight to your email), and I will discuss with the development team about implementation of a more detailed, in-game submission form.
    I always submit bugs through that link. And even though the link has the bulk of the information that support will request for, the first email from support to me has always been requesting the same information that has been submitted in the form. To the point where I now fill in the details in the format that support requests in the body of the bug report. So I'm not sure it's an issue of the form. Just FYI.

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