Hello I was curious on some of the zendesk structure if you are willing to supply some answers, I just had a few questions on ticket order, we all obviously know they fluctuate in time frame based on volume, this is obviously going to be somewhat unavoidable, but are tickets given any kind of priority queue or are they on a first come first served basis?.
and my other question is would funcom ever consider doing an published updated average ticket response time? Once again I understand this will fluctuate but I think it could benefit the community and the trust for people to know the timeframe within they can expect a ticket being addressed/resolved.
Thanks again, I hope you will consider any improvements to the system you can make.
Well I am not banned myself, not yet at least, but I am curious when I report speedhackers, does it go top of the pile, is building infractions rated higher then chat infractions or is it all just, take a number and wait.
also it would be nice to find out the response time rather then wait to hear we are experiencing high volume, 2 weeks later and “We hope your matter is resolved” part of that could be a determining factor in say me sticking a server/sticking the game, having faith my ticket will be reached etc.
In my experience it appears that other than purchases, building infractions take priority.
It ranged from as little as 1 day of report to 3 weeks. (This is not from me or my clan reporting).
Recently I reported a serious (not a small matter, for real) stalking/harassment issue against me and my clan and it took 3 weeks to resolve… I updated my ticket with each encounter.
Hacking/exploiting takes 3 weeks to over a month to resolve which is embarrassing.
I have in the past inquired about this and made a post. They don’t respond.
You getting concrete information to manage your expectations is unlikely. I hope they read your post and reconsider as they have done in communicating with us on the world boss blocking post.
Interesting, my own anecdotal experiences somewhat mirror that of yours, maybe I wont get an answer was hoping to less lean on correlation and thought.
it is kind of what leaves me curious on it, I sincerely I personally feel third party hacking should be rated higher than most things (stalking should be very top of the pile imo if its spilling over into real life targeted illegal harassment) however if it is take a number and the volume is what is fluctuating I kinda get that.
I agree. Facts are always best but this is one of those things where we’ve had to draw conclusions by our own experiences.
One thing in the updated ToC is that they “gather” reports for a specific server. So do they wait until it piles up? Their reasoning is monitoring the play on that specific server…
I know cheats are often hard to identify and prove but people like you and me, that assumedly know what to look for and the proof to provide, perhaps should not be painted with the same brush.
As soon as they see a video it should shoot up in priority.
Zendesk doesn’t bother with the speedhack reports. Funcom let’s BattleEye detect the hack program. Depending on the offender’s usage of the hack can speed up that time frame or prolong it if the person doesn’t use it often.
As mentioned, building infractions I have seen take top priority over anything else. They also do not verify the accuracy of the reports (found this out when my clan got a suspension for blocking off resources, we were built on a bridge, what resource is there? ). A group can mass report and as in anything, strength is in the numbers. More people that complain, the faster and more liklely funcom will respond.
Zendesk is a terrible help desk service in general. Their resources are spread too thin, their software isn’t that great compared to other help desk companies. So help tickets are neglected entirely, addressed months later, or they don’t verify the report. It’s just all around bad.
battleeye clearly doesn’t work, but they have responded to speedhack reports I have sent in the past but the response time has varried quite a bit historically (unless theres been a recent change in policy and they arent bothering with speedhacks) and I am aware the accuracy of building infractions can be of lets say low validity and swift action as I have faced that myself.
Oh BattleEye works, like I said it’s dependent on the players use of their hacks. I’m not sure I can explain how I know without it being removed (no I don’t use exploits or hacks).
The hacks have an overlay that has an “admin”-like panel where the player can reset attributes or feats, this triggers BattleEye because the player did so without any potions or access to a alchemy bench. The more the player accesses this function the more red flags it sends to BattleEye. Same with players running at Mach 5, the more they do it, the more flags it sends to BattleEye. It’s slow yes, but it does work. It does flag a player and auto bans them once it has enough information to issue the ban.
If funcom actually responded to hack reports, I don’t feel like it would take as long, plus on account of what I’ve actually seen (again can’t go into detail here) suggests they just allow BattleEye to do its thing. A slow thing, but it is a thing…lol.
If this made no sense. I apologize, it’s hard to explain without angering the funcom gods.
For the record, “Zendesk” isn’t a help desk service, it is strictly the software that is used by the help desk team, either in-house or third party, by Funcom to help offer support to their player base. If you’re unhappy about their “spread thin resources” then you’re unhappy with the lead time it takes to get a response on your ticket from one of their team members. Once tickets reach a certain “age” many companies bulk close them and work towards immediate issues that are escalated. So it may feel like tickets get no response if in fact the issue has overall been resolved or maybe they are shorthanded on their support team or have been shifted to other priorities. But letting Funcom know their resolve ticket time is slow, might be more helpful, even if they do know it.
You’re incorrect. Per zendesk’s site: Zendesk. Zendesk delivers an intuitive help desk solution that allows agents to adapt and meet evolving customer expectations.
It is a software program yes, it’s also software that is a help desk…it’s quite literally on their website.
I’m taking it that you’re a funcom employee on a brand new account? Did this post upset you that everyone finds the reporting system and the software to manage it to be absolute trash?
Not at all, but I have been using Zendesk as software in my line of work for over 7 years. The point is to direct the disappointment toward where the “support” is lacking and try to help guide some education on what Zendesk is. I don’t GAF what it says on their website, it’s merely the software they are using for the helpdesk employees, but hey, it’s the internet you just can’t walk in and try to suggest help or guidance or even knowledge… cause everyone knows better right?? You should be guiding your discontent towards the group who’s responsible for support and if it’s a 3rd party, then they probably already know as stated above. I didn’t say it wasn’t trash, I was trying to shed some light and a lil bit of intelligence.
Did that just start with the new “Age”, I mean we have seen other issues develop so just curious if it’s a new “bug” or?? Sorry, I’m just not familiar with it.
I would say the second is bugs.
A friend of mine reported a bug both iin here but in Zendesk too. He proceed the report as i told him to do, without sause and cries (he loves these stuf ) straight to the point and after 45 minutes he received the 1st email to apply the evidence and one hour later the final answer! The next day his problem was solved!
In these matters they react really fast.
One thing that must be noticed however is the ticket spam.
This person in the past tried to report another bug and every 10 minutes he was sending a new ticket! . Of course he never had a response from Zendesk! Plus he added cries, frustration and unnecessary details! These do not help at all.
I know this because he send me on psn his reports and i was wtf??? Even i wouldn’t bother to read these reports.
Unfortunately many people obsessively spam tickets some times for problems that ain’t even problems. So you understand the collision these behaviors create.
I never had pc issues hopefully with hacks and s…t but i believe that harassment should be on top priorities as well, especially when the report comes from female players. This is something we need to discuss and support more in here, it’s serious!
). A group can mass report and as in anything, strength is in the numbers. More people that complain, the faster and more liklely funcom will respond.
. Of course he never had a response from Zendesk! Plus he added cries, frustration and unnecessary details! These do not help at all.