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closed my ticket, not done

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sveadjerf
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Post time 2017-11-27 16:28:49 | Show all posts |Read mode
closed my ticket, not done Reply:5| View:626
Edited by sveadjerf at 2017-11-27 16:30

I opened a support ticket last week, got an answer that i answered to, it was still open, i was still talking and asking questions, woke up this morning noticing my ticket is gone, it got closed while i was still asking questions :/

so i checked closed tickets and it says its closed because I havent answered in a while, but im the last one who wrote in it, i was waiting for a response from you guys, didnt know u need to "bump" your ticket here, normally ur not supposed to since it ends last in line then, but good to know lol, have to keep writing in it every 2 days in wait of a response or it gets closed i guess xD
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 sveadjerf Last edit in 2017-11-27 16:28:49

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ulothar
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Post time 2017-11-27 17:02:41 | Show all posts
Hello sveadjerf

What I know about this is that if a Moderator takes a ticket (starts to handle it) if he does not reply within 30mins-1 hour the ticket goes public (for other mods to handle it). Apart from that, if a player does not reply for some days (don't know exactly how many) the ticket ends up being closed because many times players do not close the tickets they have been answered (they just ignore them) and we (mods) end up having tons of open tickets which makes it very hard to keep track of.

Moderators do not have the option to close tickets. But please give me your Ticket ID as well as your IGN and Server to inform my superiors about it.

Thank you
Ulothar Senior Moderator
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 ulothar Last edit in 2017-11-27 17:02:41

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sveadjerf
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 Author| Post time 2017-11-27 17:34:31 | Show all posts
I did answer the ticket tho, i wrote in it, and then waited for a reply from mods for 4 days, 2 of those days being weekend so i didnt expect any those days but an answer today, however it was simply closed instead cuz i didnt respond, even tho i did, and it doesnt matter, i opened a new one
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 sveadjerf Last edit in 2017-11-27 17:34:31

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ulothar
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Post time 2017-11-27 17:40:50 | Show all posts
Hello again,

Yes I understand your point, you are right in this but there is a reason behind the closed ticket Just to give you an example.

I have many tickets in which I did reply and then the player replied back and so on for 2-3 posts (I was asking clarifications etc and he gave them back) but when the issue has been finally addressed the player does not close the ticket. This happens lots of times (you can't even imagine how many times), so basically the reason for closing the ticket after a while (even if you replied) is to have as clean as possible the open tickets for the mod to keep track of them.

I understand that the system has some flaws and the devs are working on improving this important for the players tool and we forward all such issues to them. As a matter of fact one of my thoughts is for the mods to be able to close to tickets that have been answered and solved but the players do not bother to close them

Thank you
Ulothar Senior Moderator
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 ulothar Last edit in 2017-11-27 17:40:50

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darkestsapphir...
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Post time 2017-11-28 07:17:59 | Show all posts
same  thing happened to me ,i was  told to wait for a response  , ticket got closed, i opened a new ticket ,asked questions , got no response and all my questions disappeared
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 darkestsapphir... Last edit in 2017-11-28 07:17:59

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gingster03
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Post time 2017-11-28 08:50:31 | Show all posts
well at least they responded to you.they have never responded to any of mytickets.so gtarcade im done with you
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 gingster03 Last edit in 2017-11-28 08:50:31

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