Duplicate Tickets: Please Think Twice!

Duplicate Tickets: Please Think Twice!

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

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Over the last few weeks, Customer Support has gotten busier and busier. Some of that is related to an upswing in new accounts, which is a good thing! But if you have submitted a ticket and feel you’ve waited longer than you should for a response, please note: Submitting duplicate tickets will slow your response.

I just came across a ticket today where someone spammed Support with more than a dozen tickets about the same issue. This is going to slow down his own response, and it’s going to negatively impact others, as well.

I’ve proposed some changes to the support system to deal with duplicates, but do understand this:

  • Submitting a second ticket will not speed your response.
  • If your account was hacked, you should request a review for account restoration in the same ticket, not a new one.
  • If you want to provide more info, respond to the original ticket.
  • If you want to check on the status of your ticket, respond to that original ticket.

If you get our auto-response (essentially, “We got your ticket”) after contacting Support, you know you are receiving our responses and the team will assist you as quickly as possible. If you did not receive an auto-response — and be sure to check Spam, Junk, and every other in-box you have! — then you may wish to contact Support via a second ticket through a different e-mail provider. The issues with Yahoo, Hotmail, G-mail, and other ISPs seem to be abating, but if you’re not hearing from us at all, even an auto-response then you may be justified in submitting a new ticket. If you do submit a second ticket, please give us your previous ticket number so we can merge tickets. Please only submit a second ticket if you’re certain you are not receiving responses… any responses.

If your ticket has gotten an agent response and then has not been responded to for more than three days, you can post in the Tickets for Review thread above.

Thanks for reading and heeding this request!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

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Posted by: SandraSolace.7682

SandraSolace.7682

Bump

Seeing lots of posts saying “I sent in another ticket…”

Duplicate Tickets: Please Think Twice!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Bump

Seeing lots of posts saying “I sent in another ticket…”

Thanks, I appreciate that! We need to get this into the collective consciousness.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Bumping again, as we still see a lot of duplicate tickets, and we really want to help people as quickly as we can!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

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Posted by: SandraSolace.7682

SandraSolace.7682

Bump for obvious reasons.

Duplicate Tickets: Please Think Twice!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Please read this.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

in Account & Technical Support

Posted by: SandraSolace.7682

SandraSolace.7682

Little bump

Duplicate Tickets: Please Think Twice!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Bumping again to keep things efficient

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

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Posted by: SandraSolace.7682

SandraSolace.7682

And another bump

Duplicate Tickets: Please Think Twice!

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Posted by: Dralyne.5719

Dralyne.5719

Bump – and honestly if there’d be consistency with replies to tickets, then there’d be less duplicates being sent in. I only sent in one extra ticket because I hadn’t heard back in over 24 hours. I apologize that I spend $$ regularly on the game and expect some sort of correspondence in a decent time fashion. I use to work back-end ticket support so I do understand that things can get busy. I also know that sometimes the back-end will screw-up and even though an e-mail is generate a ticket isn’t actually created on the back-end.

So my apologies for the duplicate AND everyone should try to cut customer support a little slack. They might not be able to get to you within 1-2 hours but when they do more times than none they’re able to come through and help.

Duplicate Tickets: Please Think Twice!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Bump – and honestly if there’d be consistency with replies to tickets, then there’d be less duplicates being sent in. I only sent in one extra ticket because I hadn’t heard back in over 24 hours. I apologize that I spend $$ regularly on the game and expect some sort of correspondence in a decent time fashion. I use to work back-end ticket support so I do understand that things can get busy. I also know that sometimes the back-end will screw-up and even though an e-mail is generate a ticket isn’t actually created on the back-end.

So my apologies for the duplicate AND everyone should try to cut customer support a little slack. They might not be able to get to you within 1-2 hours but when they do more times than none they’re able to come through and help.

Thank you for understanding!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

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Posted by: SandraSolace.7682

SandraSolace.7682

Bumping again

Duplicate Tickets: Please Think Twice!

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Posted by: SandraSolace.7682

SandraSolace.7682

And again, a little bump

Duplicate Tickets: Please Think Twice!

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Posted by: KeyOrion.9506

KeyOrion.9506

Try to think of tickets as mail packages. Accept prompt service within 3-7 business days. Business days usually do not include Saturday and Sunday. And also treat it like a meal line. First come, first serve.

So, first come, first served and 3 to 7 business days.

When I’m cute, I can be cute. But when I’m mean, I can be very very mean.

Duplicate Tickets: Please Think Twice!

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Posted by: Astral Projections.7320

Astral Projections.7320

Bump to first page

Duplicate Tickets: Please Think Twice!

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Posted by: Devildoc.6721

Devildoc.6721

In my defense, I got a spook about replying to the original ticket because they asked for specific information, which I gave them and I thought “what if it’s a spoofed ticket, I mean the ticket thread was started by a hacker asking for my password to be changed for him”, so I thought to put in another ticket because maybe that ticket was not valid. No response, I thought maybe my email was compromised. Changed the password, made sure my 2 step authentication was working properly, then decided I’d better give them another way to contact me through a backup email. Still no response, then I thought maybe my entire machine was backdoored, so I gave another way to contact me, my cellphone number.

scans and everything came clean, I still have no real idea how it could have been on my end, but understand when you’re compromised and don’t know how, your imagination runs wild with possibilities and when you call for help and nobody answers.. you wonder if it’s getting through. I don’t really have much faith in auto responses.

Still. Your CSR’s need to verify a person’s identity BEFORE they send a password reset link.

Zapp – 80 Asura Afromancer

Duplicate Tickets: Please Think Twice!

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Posted by: mercury ranique.2170

mercury ranique.2170

Hi Devildoc,

I truly think the rules for no duplicate tickets only apply for tickets you created. If two people are claiming ownership over an account it is logic that both have a separate supportticket. It is the essence off an ownership dispute. For the rest I’m going to react in your post bout this.

Arise, ye farmers of all nations
Arise, opressed of Tyria!

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Posted by: mercury ranique.2170

mercury ranique.2170

Bump! so all can read this!!

Arise, ye farmers of all nations
Arise, opressed of Tyria!

Duplicate Tickets: Please Think Twice!

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Posted by: CptTrips.6512

CptTrips.6512

Bump to first page

Duplicate Tickets: Please Think Twice!

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Posted by: Chasind.3128

Chasind.3128

I can say I’m guilty of submitting a second ticket but not because I wasn’t getting help fast enough, it’s because I didn’t include specific things as to what happened for me to submit X ticket & the second ticket actually got a response VS the first – But I’m not encouraging anything at all because I know the hassle it can be for you guys

But I’m bumping!

Duplicate Tickets: Please Think Twice!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I can say I’m guilty of submitting a second ticket but not because I wasn’t getting help fast enough, it’s because I didn’t include specific things as to what happened for me to submit X ticket & the second ticket actually got a response VS the first – But I’m not encouraging anything at all because I know the hassle it can be for you guys

But I’m bumping!

Thanks for the bump. We generally ask “NO bumping” but there are four threads in this particular forum that we like to keep front and center.

As to the situation you describe, thanks for a chance to spread the word about updating a ticket:

If you ever have more info to add to a ticket, don’t create a new one! Respond to the e-mail you received from support, with the 6-digit ticket number in the subject line, to include new info, amend what you previously wrote, or even say “Hey, I’m good now, you can close the ticket.”

Thanks!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: SandraSolace.7682

SandraSolace.7682

Grin, this was (and now confirmed) one of the topics I didn’t feel scared of bumping!

But why is this not a sticky, I checked the German (I can read it but my German spelling is horrible) forum and they have a similar topic as a sticky.

And the same would go for the other 3 topics of course.

(edited by SandraSolace.7682)

Duplicate Tickets: Please Think Twice!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

Grin, this was (and now confirmed) one of the topics I didn’t feel scared of bumping!

But why is this not a sticky, I checked the German (I can read it but my German spelling is horrible) forum and they have a similar topic as a sticky.

And the same would go for the other 3 topics of course.

It’s a fair question. I’m concerned that forum members who have their settings to display, say, just 25 posts will see a “Wall o’ Stickies” and have to dig down too deep to see the daily member posts.

Too, based on the number of people who don’t seem to read vital threads like the “A Note about Phishing E-mails” sticky but instead post separate threads about a phishing attempt that’s month’s old, I have a feeling people’s eyes gloss over at the stickies and they move immediately to the non-sticky section.

I’ll give it some thought, for sure!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Duplicate Tickets: Please Think Twice!

in Account & Technical Support

Posted by: SandraSolace.7682

SandraSolace.7682

Grin, this was (and now confirmed) one of the topics I didn’t feel scared of bumping!

But why is this not a sticky, I checked the German (I can read it but my German spelling is horrible) forum and they have a similar topic as a sticky.

And the same would go for the other 3 topics of course.

It’s a fair question. I’m concerned that forum members who have their settings to display, say, just 25 posts will see a “Wall o’ Stickies” and have to dig down too deep to see the daily member posts.

Too, based on the number of people who don’t seem to read vital threads like the “A Note about Phishing E-mails” sticky but instead post separate threads about a phishing attempt that’s month’s old, I have a feeling people’s eyes gloss over at the stickies and they move immediately to the non-sticky section.

I’ll give it some thought, for sure!

I agree, right after I posted I checked all the stickies we already have. Most I had not even looked at before.
I also noticed that some of them have similar messages, so some could be combined, shortening the list. Like " Forum Info/Support Tips [merged]" could fit into “how to submit a ticket”. It would need a title change though. Maybe something like “Tips on how to use the account issues forum and submitting a ticket” (probably to long).

That way it would open up a spot.

(a functional search function would also help!)

Ps, I also checked the French and Spanish forum. They too have a sticky about duplicate tickets.

(edited by SandraSolace.7682)

Duplicate Tickets: Please Think Twice!

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Posted by: Astral Projections.7320

Astral Projections.7320

Bump to first page

Duplicate Tickets: Please Think Twice!

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Posted by: SandraSolace.7682

SandraSolace.7682

Bump needed

(also, I’m glad to be back after my pc died on me…)

Duplicate Tickets: Please Think Twice!

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Posted by: Astral Projections.7320

Astral Projections.7320

Bump for Gaile.

Duplicate Tickets: Please Think Twice!

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Posted by: Astral Projections.7320

Astral Projections.7320

Bump for Gaile