Roughly how long should it take a support ticket to go from 'being processed' to the next step? First time I've created one and just wondering? Thanks.
Normally I get a response (from a person, not just the automated one) within 24 hours, but one I raised last weekend hasn’t been acknowledged yet. I think it’s just one person as I always get a response from the same person. Maybe they are sick or on holiday.
I think DTG Chris is usually there for the support tickets but when I filled out mine I got a response in less than an hour
My ticket is still showing as 'being processed' and it's 8 days since I created it! Not good. Can someone look into this please?
JD pointed out on another thread that the support person is away and won’t be back for another week. They’ll get to it but it might take longer at the moment.
Wow! So they only have 1 person in the whole company doing this, and no-one can step in while they're off? That's really bad - and to do it with support tickets is even worse. Submitting a support ticket means you have already encountered an irksome bug / bad experience with the product, and for this to then be left with no-one attending just exacerbates the frustration / anger.
I agree, that's not... great. At the very least they should set up the help desk to alert users who create new tickets during the away period that response times will be delayed.
That they have only one person could explain why many bugs got are never addressed although reported to them I don't want to bash them but that pretty amateurish.
That's not how support ticketing works. You have no idea how DTG's ticketing system works and yet you have the gall to call them 'amateurish.' It is not up to the support agent to fix the bugs. The best they can do is report the ones that come in and then those bugs are prioritised to be fixed (or not) according to someone higher up. You'll say anything to spite DTG even if it makes no bloody sense. Cheers
Nobody said it the job of the support ticket guy to fix bugs. What a silly conclusion. I specifically said i don't want to bash DTG. I said if only one person manages all the tickets it could explain why many bugs get "lost in transition". I could imagine TSW getting a lot of bug reports and other support request Cheers
For most of the year, they answer tickets very quickly. Usually within 24 hours. I’m sure JD and others are doing their best to cover, but they have their own jobs to do. Nobody’s going to die because there’s a delay to answering tickets for a couple of weeks. I know it can be frustrating, I also have tickets open at the moment. I certainly isn’t impacting bug fixing as one of my unprocessed tickets was actually fixed before they even answered it.
Sorry you're waiting - we're trying to get through what we can. The CM team are jumping in as often as we can to work through the responses whilst Chris is away. We are experiencing a really high level of tickets at the moment for various post-launch reports (key request for disk owners, some outstanding Store issues, and a lot of new players asking questions about TSW3), so we're trying to do what we can, but it's likely you will see a longer response time than normal. We are logging as many issues we see as possible (bear in mind a lot are reported on the forums and various other places already), and the team are working on them.
Would a open bug tracker be a good idea? Many games use these so you can see if your issue is already on the list.
Releasing the game with fewer bugs would go a long way in reducing the number of tickets... Please consider this for TSW4.
The support here is a joke. I also had a problem about 1.5 years ago and had to chase a solution for more than 4 weeks. They gave me the feeling that they didn't want to deal with the problem. They tried to put me off with standard texts and that it was actually other people's fault and that DTG was just a victim.
I honestly feel like this should be done, and in fact should be a top priority for DTG. A carefully constructed public bug tracker would be the best way to "wrangle" all the bugs that are currently in the game(s), many of which are almost certainly quick fixes. Obviously this takes some resources to get going, but the end result would be more than worth it.
A "bug tracker" of sorts was implemented during the first few roadmaps, but they were removed because DTG found that the cycle of developing fixes to (and then testing) bugs moved too fast for the fortnightly roadmap to keep up. As for a dedicated system, DTG do not like the idea because they would like people to complain about the bugs. If there was a bug tracker, then people would see it there and will not say anything about the bug, thinking it is getting fixed. DTG would then see the lack of complaints and think no one is affected by this bug, and move onto another bug. In order to help DTG to prioritise bugs, they would like many people to complain about it, and then to complain that it isn't getting fixed, so that they feel pressured to fix it. Whether you like this system or not, it is what DTG are using.
That's not how a (well-designed) bug tracker works. A bug only gets added if DTG confirms it is present, and only gets removed once a bug is internally confirmed as fixed; therefore, any bugs that are shown on the bug tracker still need to be fixed. Obviously this needs to be adhered to, otherwise its utility goes right out the window. I don't know what "bug tracker" was implemented before, but it doesn't sound like the kind of official/internal bug tracker I'm referring to.
Right ok. I'm not that well versed in the software industry so you probably know mor ethan me. Either way, I think my point after that roadmap thing still stands.
Just an update on this folks... ticket still hasn't progressed past 'being processed' - and this weekend it will be a MONTH! Seriously, is this a joke?
All of my tickets (there were only about 3) were marked "closed" or something similar, despite the issues not being fixed. I was told this meant they were simply transferred to another system. The issues still persist. (Granted, I reported on issues that affect a large number of players and isn't something specific only to me.) So maybe they're more likely to work on it if it's open...
As mentioned within the ticket, the report has been logged with the respective team to investigate. Thank you for taking the time to report them.
I've just had a look at our system, and I can't see a ticket that has not had an initial response for 30 days. Are you able to DM me your ticket ID and I'll investigate, please?
Sorry for being a bit snarky and cynical JD. I was trying to convey a feeling of "Your ticket is still open? Hold my beer - my tickets are closed and still unfixed!" I guess it was a failed attempt at humor. Incidentally, I actually do understand and have sympathy for your process. I work in IT service management and used to have to assuage people's frustration when we "resolved" their unfixed incidents by "upgrading them to problems". Before adopting an integrated ITSM system, we had to transfer their open issues from the service desk software to the bug tracking software, which triggered an automated email notification that read "your incident has been resolved". This was often followed by a scathing satisfaction survey or phone call in reply.
The largest game in the world manages to have a public tracker where players can log bugs, add comments to bugs and developers can triage them, determine if it is a bug, will/wont be fixed. As someone mentioned, it might not be desirable to see the big list of bugs but as a player I find it frustrating to have to check three forums (Tech Reports, PC Discussion, TSW3 Launch Feedback) as well as email support just to find out an issue I am experiencing is already known. It might cut down on support turnaround if players could log a bug and someone could quickly mark it a duplicate. Players don't need to know every detail of the bug squashing process, but is what they're experiencing a bug? Is it going to be resolved? (WONTFIX is a valid outcome, even if they don't like it) Is it still under investigation/with QA/in line for release? How critical is my bug, oh there are 15 game crashing bugs at higher priority, fair enough. And so on. Nobody expects perfect software, but keeping customers informed helps minimise negative sentiment.
