Guild Wars 2

I had an issue with a TP purchase yesterday and created a support ticket right away. I’m concerned about how long it might take for my ticket to be addressed. In one of the guilds I belong to someone said that they hadn’t received a response to their support ticket for 5 days, yet other people in the guild submitted tickets and had them addressed the same day. In the sticky “Account Support: Helping Us Help You”, Gaile says that support tickets are addressed in the order they are received. So does that mean that there is a problem with the ticketing system if 1 ticket isn’t addressed for 5 days but multiple tickets created 4 days AFTER that ticket are addressed the very same day?

I understand that not every issue can be RESOLVED the same day, but I’m talking about getting a response beyond the automated email you immediately receive upon creating a support ticket.

They say that it can take up to 72 hours to get a response. It also depends on what the issue is. A billing issue and a technical issue are not the same thing and I’m fairly certain handled by different agents. Not saying you and them had different issues, but that is the case. Also, did these people all submit tickets at the same time? You can’t compare this weeks response time to 2 months ago. Ticket volume is an ebb and flow. If you got the automated message, you’re in the queue and it could be up to 72 hours for a response.

All of the people in my guild who submitted tickets had in-game issues with items. Those should all be handled by the same team. 1 person submitted a ticket and complained in Guild chat 4 days after the ticket was created. The next day we were talking about it again, (now 5 days with zero response beyond the automated reply) and other Guild members stated that they had just submitted similar tickets which were addressed within 24 hours. This is what makes me question if there is a problem with the system. These people were talking about tickets that were all in the system at the same time.

All you can really do is update your ticket, and wait for a response. You might consider reading through the Sticky, ‘Not Getting Our Emails?’ found in the FAQ Sticky, above…just in case.

The Sticky, ‘Tickets for Review’ was removed; seemingly because there were rarely any posts in it, anymore.

Good luck.

Two things come to mind:

1. Is your guild friend sure they submitted a support ticket? Lots of people confuse the Bug Report in-game with support tickets.
2. Did that person get the automated email that is sent after submitting a ticket? If they didn’t get it, it could have gone to their Spam folder. Or the friend could have even accidentally made a typo when typing in their email address.

Those two things being said, sometimes support gets a lot of tickets in a short period of time, creating a backlog which takes some time to sift through. Similarly, certain issues just might take longer to resolve than others, even if they’re under the same basic category of issues. For what it’s worth, the longest I’ve ever had to wait for a response from support is around 60 hours, and I’ve never had to wait longer than maybe 48 hours for a serious issue.

If it’s only been 24 hours, or so, since you submitted your ticket, it’s well within the time frame the CS Team allows for responding (which is 72 hours).

That said, some issues take longer than others, and sometimes email providers can allow one response (the automated one) and send the other responses here, there, or anywhere. It’s not common, but it does happen. And, occasionally, a ticket gets lost; that’s why one can update the ticket after 4 or 5 days.

Good luck.

Inculpatus cedo.9234:

All you can really do is update your ticket, and wait for a response. You might consider reading through the Sticky, ‘Not Getting Our Emails?’ found in the FAQ Sticky, above…just in case.

The Sticky, ‘Tickets for Review’ was removed; seemingly because there were rarely any posts in it, anymore.

Good luck.

The removal of that thread also made me wonder what was going on with Support. It seems strange to remove that thread – even if there are few posts, it is still needed at times. Now if someone like my guildie is having a problem with their ticket, they do not have that thread.

You can suggest to your guildie that he/she updates their ticket. That will bring it (back) to the attention of the CS Team. =)

Inculpatus cedo.9234:

You can suggest to your guildie that he/she updates their ticket. That will bring it (back) to the attention of the CS Team. =)

Yes, she has updated it twice. But thanks.