[2022] Need Zendesk Help

@NightCrawler do you know your ticket number?
If not, did you submit your ticket under the name NightCrawler?

I will chase this up.

Omgosh, I will check this out IMMEDIATELY. I’m so sorry.
I’ve already gotten it open and will check how it fell through the cracks as well.

Please excuse the typos in my reply ticket, I tried to answer so fast my fingers seem to have gotten ahead of my brain!

I’m doing a deep dive into our ticketing tool over the next couple of days - with the priority being to get as many tickets as answered as possible. Hopefully this gives us a clean slate.

Then next week I’ll be reviewing some workflow, reporting and other things.

We’ve also been working on improving our processes regarding escalated tickets (things that can’t be handled by a support agent) as in the past these have often had long wait times.

I’m sorry for the unacceptable wait times you’ve experienced.

@CaptainAwesome can you also please tell me your ticket number? It sounds as though you’ve written multiple requests so they were merged together, in which case the message you received should say that it was closed and merged and into which open request. I will check the wording to see if we can make it clearer if this is the case.

The list of articles you get sent is an autoreply so that you might be able to get some self-help to solve your issue before a support agent can reply. For a lot of people they can find their answer in the Help Center articles and it’s much faster than waiting for someone to reply, but it’s not true for everyone and sounds like in your case you need a human, so unless you marked an article as “helpful” then a support agent will reply to you when they see your ticket.

Sorry for long post: I can talk about support for hours

We have a few things pointed towards in the support requests/tickets:

To submit a ticket you need to go to the Help Centre - so the hope is you’ll see a helpful article or look through the articles before writing to support.

On the ticket forms itself when you’re filling out your information, it points to the known issues articles in the help centre for bugs and to the forum to ask questions from the community for fast help.

Then if the ticket is submitted anyway, there is an automatic reply with the suggested help articles which should be more specific to the issue the player is having (the Answer Bot looks for key words in the ticket form and then tries to direct the player to articles other people found helpful when using the same key words in their tickets). This Answer bot reply also contains a link to the community forum and general help center.

Where possible we will include information and troubleshooting steps in the Help Center articles for common issues or questions - when a support agent replies to a ticket, where possible we will link back to those articles with those troubleshooting steps and relevant information to help inform/teach players where they can find solutions themselves for future issues.

We hope in the long term this helps reduce some of the ticket numbers as more players learn where they can find fast self help or help from the community.

Ultimately, there are still players who can’t be helped by articles or the community - most of these cases are more specific technical issues, missing rewards and purchase issues. Some of these tickets are more specific feature questions which aren’t covered by the help center or ban appeals.

In these cases we prioritise based on how game breaking the issue is. Purchase issues get top priority as they’re usually fast to solve and we do not want to mess with people’s hard earned money, some of the stores also have 48 hour support windows so if we don’t respond quickly to get them to the store support they may miss out on the option of a refund if that’s what they are requesting.

Usually the priority is purchase and account issues → technical issues → missing rewards → game/other requests questions → ban appeals - this is a guideline only, there are reasons these may shift at different times depending on what is going on (ie. if I can answer 200 people in one day OR 50 people and we have 700 people waiting - I’m most likely going to answer the 200 people even if their tickets are normally considered lower priority. The key is not shifting that direction too often otherwise the wait times increase beyond an acceptable point - hi we’re here right now.)

Basically a biiiig focus at the moment is improving processes to prevent long backlogs from happening even with only 3 people on the CX team and also next week for the CX team the goal will be to maybe put a few other tasks down so we can smash out as many tickets as physically possible to try to get a clean slate. Also hiring more staff. Hiring more staff is always chef’s kiss - it does require a training period though so short term it can be a little rough, long term extra bodies are super helpful though obviously.

I appreciate you bearing with us