Support tickets

zim5354 · #1 10-04-2006, 11:25 PM

Why does it take so long to awnser them, and usually nothing is done.

dude2020 · #2 10-04-2006, 11:47 PM

what piroty u put it? i was put it high to get it asnwered faster XD

Skyld · #3 10-04-2006, 11:50 PM

You people will always complain about something.

Draenin · #4 10-05-2006, 12:00 AM

Quote:

Originally Posted by dude2020

what piroty u put it? i was put it high to get it asnwered faster XD

Mine usually get answered faster if I keep the priority normal, but whatever.

Crono · #5 10-05-2006, 12:18 AM

Quote:

Originally Posted by Skyld

You people will always complain about something.

What does this show? Ding ding, you guessed it, something is obviously wrong.

(don't try to pull the "ya u r wats wrong LOL" thing

)

Ibonic · #6 10-05-2006, 12:24 AM

Quote:

Originally Posted by zim5354

Why does it take so long to awnser them, and usually nothing is done.

I don't know what you're talking about. Everyone on the support team is a highly paid professional and we have nothing to do all day except answer your tickets instantly. That $2-3 per month that only some of you pay goes a long way.

...

Sorry, but people complaining about this all the time is becoming increasingly annoying and is actually counterproductive for me. So I'm going to say this for now:

I understand how you feel - I've actually felt the same way in the past. So I really would love if we could reply that quickly to every ticket, or maybe even be able to offer a live help/chat service. But it's most likely not going to happen unless we more than double/triple the amount of global staff and schedule people to work at certain times, which isn't one of the easiest things to accomplish.

The staff is made up of mostly volunteers to start with (see my 'sarcastic' comment above about why), so often have other things going on such as work, school etc. - basically, they have lives outside of Graal, as I do. And it's also not easy to find people who are actually trustworthy, professional (or at least mature for the most part) and motivated for the right reasons. Yes, a lot of people would like to be staff and help - they're motivated for a while because it's something new and exciting - you become somewhat 'known' throughout the community, and maybe feel good that you have a little bit of "power" to help. But after a while it becomes more like a chore and they become inactive, which means we need to start all over again.

Me? While I don't deal with all issues, I check the support center whenever I can, and I almost always reply within 12 hours (or sometimes 24 if I'm not here for a day); my average response time is around 9 hours over thousands of support tickets, and that includes quite a few from when I've been on vacation or similar. It would probably be lower if I wasn't working full-time on top of this.

I don't normally deal with Playerworld related tickets. And sometimes the issues that only Stefan/Unixmad can deal with take longer; but a lot of the things that are asked of them are more like "special requests" than something we should support in the first place - but people are impatient about it anyway, and don't seem to appreciate anything.

Anyway, I think Unixmad and I are going to discuss some new ideas about staff organization and support in general soon. While the outcome probably won't be as good as you'd like, hopefully you should see some improvement nonetheless.

I suppose I should stop here before I dig myself further into a grave...

Darlene159 · #7 10-05-2006, 12:31 AM

Quote:

Originally Posted by Ibonic

I suppose I should stop here before I dig myself further into a grave...

I think your post was very well said. Sometimes it is easy for members to forget that globals get frustrated too.

KuJi · #8 10-05-2006, 12:37 AM

Ibonic answers a lot, its those PWA'S!

nikomi946 · #9 10-05-2006, 12:52 AM

One for Ibonic, graal CAN teach one lesson in life if you happen to accept it. Patience is a virtue. Well said.

Rapidwolve · #10 10-05-2006, 01:00 AM

Honestly this is the first post I've seen Ibonic post in 2 years o_o

Quote:

Originally Posted by Ibonic

highly paid professional

$2-3 is highly paid? O_o

Crono · #11 10-05-2006, 01:03 AM

Quote:

Everyone on the support team is a highly paid professional

vulcan is a highly paid professional?

Either way the support ticket team is SLOW but they are still EFFECTIVE. You just gotta wait, which kind of sucks because they -should- be faster but aren't and using patience as an excuse.

Lord Sephiroth · #12 10-05-2006, 01:14 AM

Quote:

Originally Posted by Darlene159

I think your post was very well said. Sometimes it is easy for members to forget that globals get frustrated too.

It shouldn't be our problem if the globals get frustrated, it's their job to answer our tickets and most of the time, our tickets go unanswered.
Plenty of times my tickets just got closed and no one responded, or they took a good 2-3 weeks to respond.

For such well-paid highly trained professionals, you sure are bad at your job.

Crono · #13 10-05-2006, 01:20 AM

Actually I read over Ibonic's post and we all appreciate your time and effort to explain your side of the situation nad such, but you must admit that things -could- be quicker.

-Ching · #14 10-05-2006, 01:48 AM

Globals act like they're a saint doing a free job to help us, but there's plenty of people willing to take your place if you cant find time to do your job, you applied for your position, it's not like you're doing a job that nobody else is willing to do.

..Having said that, whenever I make a support ticket (which has only been twice), it usually is answered pretty quickly, and Ibonic and Lyndzey (A.W.OL? =[) are pretty helpful.

..Having said that, I do think Graal Online is poorly maintained and when Global Staff become inactive Stefan/Unix dont really seem to care or have a clue what's going on.

Damix2 · #15 10-05-2006, 01:49 AM

Quote:

Originally Posted by Rapidwolve

Honestly this is the first post I've seen Ibonic post in 2 years o_o

$2-3 is highly paid? O_o

Quote:

Originally Posted by Gerami

vulcan is a highly paid professional?

Either way the support ticket team is SLOW but they are still EFFECTIVE. You just gotta wait, which kind of sucks because they -should- be faster but aren't and using patience as an excuse.

Can you guys detect sarcasm?

Darlene159 · #16 10-05-2006, 01:51 AM

Quote:

Originally Posted by Rapidwolve

$2-3 is highly paid? O_o

Quote:

Originally Posted by Gerami

vulcan is a highly paid professional?

Did you guys read that whole paragraph?

KuJi · #17 10-05-2006, 01:56 AM

Quote:

Originally Posted by Darlene159

Did you guys read that whole paragraph?

Please do not reply to something that already has been replied to.

But haha, Ibonic he said it was sarcasm =p

Darlene159 · #18 10-05-2006, 03:06 AM

Quote:

Originally Posted by KuJi

Please do not reply to something that already has been replied to.

We were typing it at the same time. Notice the posts are within 2 minutes of each other. Excuse me...

CidNight1142 · #19 10-05-2006, 03:26 AM

Wow, you must have actually been in a hole for that sarcasm to pass over your head. Or, you know, maybe you can't read? One or the other.

excaliber7388 · #20 10-05-2006, 03:31 AM

Support tickets aren't as usefull as they should be.
It's a fact of graal life.

KuJi · #21 10-05-2006, 03:34 AM

Quote:

Originally Posted by Darlene159

We were typing it at the same time. Notice the posts are within 2 minutes of each other. Excuse me...

=(.. I wanna be right for once

Damix2 · #22 10-05-2006, 06:39 AM

Quote:

Originally Posted by Darlene159

We were typing it at the same time. Notice the posts are within 2 minutes of each other. Excuse me...

It took you 2 minutes to type 7 words?

Mykel · #23 10-05-2006, 06:56 AM

Well, it took me 2-3 days to get an account problem sorted out. Also, Ibonic was the only one who I have ever had reply to any of my tickets ever since Spark left.

Also, I think that Moonie, Unix, and other globals needs to stop constantly saying how annoying we are for complaining. You do realize that complaining is what gets problems solved, right? You should be happy that people actually care enough about the game to complain about what they'd like to see fixed instead of just leaving and not investing more money into graal.

Customer Service is just that, Customer Service. You aren't doing us a favor, you are doing what you are/were hired to do. I have no doubts that the job sucks at times, but it doesn't mean that we don't have the right to complain.

Sam · #24 10-05-2006, 08:01 AM

Quote:

Originally Posted by Damix2

It took you 2 minutes to type 7 words?

How long it takes to become mature?

Andy0687 · #25 10-05-2006, 08:52 AM

Quote:

Originally Posted by Sam

How long it takes to become mature?

I dunno, first, how old are you?
We know we have at least that long to be immature before we make it.

Mykel · #26 10-05-2006, 09:11 AM

Quote:

Originally Posted by Sam

How long it takes to become mature?

It was a pretty valid question.

Crono · #27 10-05-2006, 12:15 PM

Quote:

Originally Posted by Darlene159

Did you guys read that whole paragraph?

Quote:

Originally Posted by Damix2

Can you guys detect sarcasm?

Can you guys even read an entire thread?

Quote:

Originally Posted by Gerami

Actually I read over Ibonic's post and we all appreciate your time and effort to explain your side of the situation nad such, but you must admit that things -could- be quicker.

Darlene159 · #28 10-05-2006, 02:54 PM

Quote:

Originally Posted by Damix2

It took you 2 minutes to type 7 words?

Yea, I was watching TV.

Rufus · #29 10-05-2006, 03:16 PM

I must admit that I have been peeved at support tickets not being replied to, but you've got to realise that things take time. Imagine if it were the other way round and you were overloaded with work, players asking special favors, people asking valid questions, trying to have a social life outside of Graal, what would you do?

Quote:

Originally Posted by Darlene159

Yea, I was watching TV.

I find it amusing people actually care haha.

Moondeath_2 · #30 10-05-2006, 05:03 PM

Ibonic made a good point though; however I belive they should understand the circumstances of the ammount of globals being short and the fact they have other things in their life to deal with other then listening to complaints all day, and that tickets are delt with by their importance.

Mykel · #31 10-05-2006, 05:50 PM

Quote:

Originally Posted by Rufus

I must admit that I have been peeved at support tickets not being replied to, but you've got to realise that things take time. Imagine if it were the other way round and you were overloaded with work, players asking special favors, people asking valid questions, trying to have a social life outside of Graal, what would you do?

The fact that they have a valid excuse or not has nothing to do with us and our right to complain about it.