devtrackers.gg
If you haven't yet, please report this so that it can be bucketed/added to the issues tracker.
Sounds a lot like "we will add it to the backlog"
Which is the response the halo community is TIRED OF.
Little bit yes, little bit no. I totally understand that it's not the most ideal thing to hear.
If there's a genuine issue, posting here is not going to get the issue to the people that need to know about it. Our Halo Support team is working hard in the background to collect all the information, triage the issues, and make sure they're passing all the reported issues to the proper teams.
But an "issues tracker" is just our dev teams taking a look at all the things that need to be worked on/improved/corrected/updated and then triaging them into and order of priority. They can't do that with an issue like this if it's not reported and we aren't getting reports of it.
I won’t lie, Halo Support has been completely insufficient in my experience. I’ve reported several issues since the games launch, and I’m always met with an automatically generated response. I have submitted subsequent tickets if my issue isn’t resolved, and I literally receive the same automated response as the first time.
My most recent issue was with Twitch Drops. Not a major issue in the slightest, but I contacted Halo Support, followed all of the steps and ensured that my accounts were properly linked. They were, and I’ve used the account for multiple drops in the past. It just didn’t work. It showed in my claimed inventory on Twitch, both accounts were properly linked, but it never appeared in my Waypoint redemption history. I submitted a follow up ticket, and received an identical automated response from the Support Agent, as usual.
I’m not at all trying to be rude, but in my experience Halo Support has a reputation of being completely useless. It isn’t until a dev comes to this sub (or posts to Twitter) and let’s us know that a bug is being worked on that we actually feel like we’re being heard. That said, we appreciate you guys doing so, but there needs to be a more streamlined bug-fix board than the social media comments/posts, and waypoint articles.
We need a Trello board or something. Unless there already is one I’m not aware of.
Thanks again for communicating with us, it’s sincerely appreciated.
So there is some nuance here.
Twitch Drops and Waypoint are different beasts and issues with those don't tend to fall into a bucket that Halo Support can directly assist with. Flagging issues with drops to them is a great way to indicate that there's an issue with the pipeline, however.
If this is in reference to the recent drops, I did flag that internally and it's being looked into, for what that's worth. I have not seen any further info but I do keep flagging the issue when I see it crop up here, Waypoint, or the Discord.
Having worked for Xbox Support in the past, I know that it's hard from a player perspective to understand what you can't see so I totally can appreciate that it feels like you aren't getting anywhere. But I can tell you that the team works very hard to sift through the many tickets and reports they get to make sure they're triaging as best as they can to get the info to our game teams so that things can be worked on. It's a tough job and sometimes you WANT to say more, but you just can't.
Reporting issues, sending tickets IS being heard. Maybe there's a better way that can be communicated back? I don't know. I'm not on that team and I definitely don't want to overstep, overpromise, etc. I don't necessarily know how that would look/work in a world where the intent of a Support team is supposed to be information gathering, you know? It's a tricky line to walk, especially in a world where there's a lot of balls being juggled across teams.
I know my team has some things that have been top of mind as far as trying to be more transparent with issues that are being tracked and stuff so hang tight!
Thank you so so much for your detailed response. I’m certainly ignorant of the behind-the-scenes, but responses like yours here are very reassuring. I have no doubt there is so much more work that goes into every aspect of development. There certainly seems to be plenty of moving parts that are often difficult for players to understand.
Thank you again for taking your time to respond, have a great day!
You bet! Happy almost Friday! 🙌🏻