to shovel underneath the issues they don't have interest to solve. Example I submitted ticket: Driving F7 locomotive without HUD is disturbed: speedometer view is restricted by horn flush (see photo) Issue reported, solved (sic.) and closed by Dovetail support: Issue Reported: f7-Greenbriar scenario-wrong gradient meter on the hub stops working And almost every ticket is marked and resolved in this manner (just attached it to irrelevant case and preserve support facade). Ill keep submitting tickets any way BUT disgust remains.
The ticket is marked as resolved, as it's been fed back to our development team - we appreciate you sending us your feedback though. As we mention in the reply to such tickets, all the feedback is prioritised against other improvements or work the team is doing.
Setting expectations is key when running a service desk. The great thing is that anyone can log a ticket about anything. The bad thing is that anyone can log a ticket about anything. The ticket queue will soon fill up with tickets that the service desk cannot resolve because it's not their job to resolve them. Service desk analytics will penalise operators who keep tickets open so often tickets that get escalated will be closed. This will often be company policy. The key to customer satisfaction then is how to keep the customer informed once the ticket is closed, and organisations larger than DTG will struggle with that one. So how do you set expectations? Usually these will be published somewhere, on the website or service desk landing page. Do DTG do this?
The context of the issue reported by support was nowhere close to context of my ticket... Change your AI protocol guys
In my defense I didn't quite understand it all, I just thought the issue here was that they marked it as resolved without a fix being made (yet), apologies. To that end, I would like to think this is just an error. Dovetail's support side is generally decent (until it gets to the stage of being rectified in-game, then it hits a block)
The wording needs changing - change it from "resolved" to "submitted" unless it actually is resolved'
They have two separate tracking systems: one for the players, and one for the Dev team. Player issues can be resolved with or without creating a ticket in the Dev team system. Either way, these tickets will be marked as resolved. Unfortunately, we have no visibility in the Dev team tracking system. It would be good to know which issues are acknowledged, and how are they prioritised.
For those of you that play Microsoft Flight Sim, it is the same with the support. You send in a ticket for a issue, and two days later you get a reply saying "Solved" I contacted Asabo (MSFS's producers), wanting to know why the issue that is being reported is getting labelled as Solved, when it clearly hasn't been. Their response was.. When a ticket is marked as solved, it means that the issue has been noted, and is reproducible. It has now been forwarded to the Dev's to look at and then the fix will be put in a patch queue. It seems to me that DTG's "Resolved" is a similar thing? As redrev1917 says, Why can't it just say "Submitted"?
For me its all about the customer's journey, little things like this can make or break a customers satisfaction. Right now at best its causing confusion and putting people off completing bug reports if they don't feel the issue is being taken seriously. At worst its turning people away from the game.
The nice thing about MSFS is that your issue may not just fall into a black hole. There is a voting system in their forums and their monthly dev update streams will list the top issues voted upon and an approximate timeframe on when they expect it to be resolved. On the other hand there's this place where "resolved" means nothing to the ticket submitter and the issue may never see the light of day again.
Unlike MSFS I reported issue which is very old, well known (forum) and not solved yet. My other tickets: hotd broken in dash8, artefacts and AC4400CWs rear boogie in CCB, broken dynamic breaking in rear DPU AC70ACE, eotd on the front of the train SPG and HSC, pasengerless trains and stations and some more, all not solved and seems put on shelf.
I'm sorry, but these are not game breaking changes. Most players can enjoy most of the content, while ignoring these things. I don't mean to sound like I don't care about the issues you care about, just trying to convey that these issues are likely at the bottom of the list, when sorted by priority. They will be fixed after the game breaking issues are fixed. Think about the derailing issues, save game issues, red lights issues, and so on, problems that make it impossible to play some routes/scenarios/services. That being said, I can venture a guess that visual problems like EOTD, missing passengers, and so on will never be fixed. It's not that they don't want to fix them, just that they will never get to them. Because fixing issues seems to go at a slower pace than releasing new content and introducing more issues that need fixing, which means low priority issues will never get the developer time required to investigate and fix. Of course, this is just what I see in the roadmaps, and I have no knowledge about the actual time spent by DTG developers on bug fixing or new content development. If you look at May Roadmap, more than half of it is about issues that need fixing, some of which have been there for a very long time.
The only thing I see on the roadmap is eternal derailment improvement, I had None, during my 400 level gameplay, for it seems they keep it on road map to show off, the issue long gone but hey keep facede of any core improvement. It is just obvious for anyone remembering good old times simulation feedback world, I was deep into Falcon4. 0 bms mod - the response of devs for community fedback was lightspeed, here, it is just unfullfilled idea (but BMS is build by enthusiast for enthusiasts and is noprofit community . The issues I pointed are at the core of the immersion, and DTG has no sense of it in my opinion.
