Expiring Support Tickets

Sarahschmara

This has been reported by my teammate @Laeuftbeidir and has happened to me as well. 

Please note that support tickets are marked as “resolved” if it takes D3Go more than 5 days to research the issue. 

You can prevent the ticket from expiring by sending a daily message. I recommend random cat facts but you can use whatever you like. 

@Brigby

//Removed Oktagon_Daiane Mention, As This Is D3 Go Topic -Brigby

DumasAG

Yup, after 72 hours I begin sending a note every 24 hours detailing how many days it’s been since I heard from them.

Brigby

Hi Everyone. I'll make sure the team takes a closer look at the support ticket system, to make sure no settings are incorrectly set up.

To my knowledge though, tickets should only be marked as Resolved if the player does not respond 5 days after an agent has replied to it. They should also receive a reminder message at the 2 days no response mark.

Sarahschmara

Brigby said:

Hi Everyone. I'll make sure the team takes a closer look at the support ticket system, to make sure no settings are incorrectly set up.

To my knowledge though, tickets should only be marked as Resolved if the player does not respond 5 days after an agent has replied to it. They should also receive a reminder message at the 2 days no response mark.

It should not be the players/users/CUSTOMERS’ responsibility to (continue to) respond if the last message received from D3Go Support is “we need more time to research this issue,” should it? @Brigby

edited to add (continue to)

Brigby

Sarahschmara said:

Brigby said:

Hi Everyone. I'll make sure the team takes a closer look at the support ticket system, to make sure no settings are incorrectly set up.

To my knowledge though, tickets should only be marked as Resolved if the player does not respond 5 days after an agent has replied to it. They should also receive a reminder message at the 2 days no response mark.

It should not be the players/users/CUSTOMERS’ responsibility to (continue to) respond if the last message received from D3Go Support is “we need more time to research this issue,” should it? Brigby

edited to add (continue to)

Ahh I see. You're talking about the specific instance when the agent's reply was to notify the player of the status of the ticket, as opposed to requesting information from them.

In that instance, you are correct that the player should not need to continuously respond to keep their ticket active, and we will look into making sure that automated resolution does not kick in during that specific instance.

Thank you for bringing it to our attention.

Laeuftbeidir

Brigby said:

Sarahschmara said:

Brigby said:

Hi Everyone. I'll make sure the team takes a closer look at the support ticket system, to make sure no settings are incorrectly set up.

To my knowledge though, tickets should only be marked as Resolved if the player does not respond 5 days after an agent has replied to it. They should also receive a reminder message at the 2 days no response mark.

It should not be the players/users/CUSTOMERS’ responsibility to (continue to) respond if the last message received from D3Go Support is “we need more time to research this issue,” should it? Brigby

edited to add (continue to)

Ahh I see. You're talking about the specific instance when the agent's reply was to notify the player of the status of the ticket, as opposed to requesting information from them.

In that instance, you are correct that the player should not need to continuously respond to keep their ticket active, and we will look into making sure that automated resolution does not kick in during that specific instance.

Thank you for bringing it to our attention.

Yep, it's exactly that very case.

I just send one, two, three big reports every day to make sure it doesn't expire. Good that there are several dozen active bugs that are not marked as "devs aware" on top of the several dozen bugs I know about. It had also the positive side-effect that I don't miss an answer, since we don't get in-game notifications anymore

Mburn7

@Brigby it is also possible that players do not see the notifications that Customer Support responded, and are thus unable to respond in a timely fashion. 

After the initial notification pops up on my phone, there is NO indication anywhere in the game that there is an unread message from customer support.  I have accidentally cleared the customer support notification thinking it was a regular in game notification ("Your Planeswalkers are Ready to Compete!") and didn't see the response for weeks until I attempted to submit a new ticket on a different issue.

Please also tell the Customer Support team to look into this (maybe just add a notification to the Inbox that won't go away until you've checked the message?  That's what other games I've played that use this system do)

Sarahschmara

Brigby said:

Sarahschmara said:

Brigby said:

Hi Everyone. I'll make sure the team takes a closer look at the support ticket system, to make sure no settings are incorrectly set up.

To my knowledge though, tickets should only be marked as Resolved if the player does not respond 5 days after an agent has replied to it. They should also receive a reminder message at the 2 days no response mark.

It should not be the players/users/CUSTOMERS’ responsibility to (continue to) respond if the last message received from D3Go Support is “we need more time to research this issue,” should it? Brigby

edited to add (continue to)

Ahh I see. You're talking about the specific instance when the agent's reply was to notify the player of the status of the ticket, as opposed to requesting information from them.

In that instance, you are correct that the player should not need to continuously respond to keep their ticket active, and we will look into making sure that automated resolution does not kick in during that specific instance.

Thank you for bringing it to our attention.

Yes, you’ve got it exactly.

I know our bot has a finite number of cat facts and can be pretty redundant sometimes due to clumpy RNG... I’d hate to bore your poor CS reps with the same fascinating tidbit about independent clavicles two days in a row. 

Thank you for researching this matter. 

Edited to change “bit” to “bot.” Also “it” to “I’d” and “Editic(?!?)” to “Edited”

Curse you, Autocorrect!

Sarahschmara

And, yes, we no longer get in-game notifications to our tickets. This is a huge step backwards. 

DBJones

I occasionally get a red dot on Activity Hub (with nothing in my inbox) when they respond to a ticket. The first response does usually get a dot on settings where it should be. I've started using the email option instead, as that also lets me keep track of multiple conversations.

DumasAG

I've been getting in-game notifications for every line of communication on my tickets - and I submit a lot of them. I subscribe to the squeaky wheel philosophy. 

Sarahschmara

DumasAG said:

I've been getting in-game notifications for every line of communication on my tickets - and I submit a lot of them. I subscribe to the squeaky wheel philosophy. 

Me also. I’m sending random cat facts until I get a response other than “can you send us.a screenshot?“

Kinesia

What I noticed today...

I had a support ticket finished, I only checked because I already _knew_ there should be a reply, they told me my issue was over which I agreed with, but I messaged back saying that it was annoying that I received no notification about the ticket...

Fast forward to the interesting part...

I am travelling long and a notification comes up on my phone with part of my support reply, something I've never seen before, possibly just because I've never been looking at my phone when it flashes by.

So I login to the game.

I have a red dot on the menu "hamburger" icon, I select it, no red dots on any section to say there is anything to do anywhere...
I go into settings anyway. There are no red dots to say where I should click.
I click on help anyway. On "contact us" there is no note to say "1 message" (I have seen that before but in this case, no)
I click on "contact us" anyway. There is a message. It contacts the rest of the text that was in the notification that flashed up on my phone...
i reply.
I back out of the menus and suddenly the red dot for the activity centre is GONE for the first time in months!


So, my suggestion... Don't remove anything from the current system, ADD more. In this situation there should have been a further trail of red dots to follow on:
Settings
Help centre
Contact Us

If these 3 had had the things they should it would've all made sense from the start!


This is NOT dependant on the phones notification settings, this is all 100% inside the app.