The new helpshift report system is being completely ignored its just a template window that sends an email to a generic @funcom.com adress with autogenerated “How happy were you with our service?” responses which are the only responses. No hackers are being banned after days.
0 responses and 0 acknowledgement they even received the report aside from the autogen email.
we just get an email back asking days later if we are happy that we are being ignored.
" |Greetings, Exile! Thank you for reaching out to us "
it seems like this new email system that was swapped over to from zendesk is not meant or set up to handle hundreds of tickets. why is this the new system appearing as if it has no one sorting and monitoring for priority like a hacker destroying an entire server on a game with only a handfull of populated pvp servers. nor doing it in any timely matter, taking so long that the auto feedback survey bot responds faster than any support staff.
not a single admin or representative is responding or handling hacker reports in any manner so far after a week of them being on the server destroying everything.
again. that new support page is NOT handling hacker reports. at least not after a week+ of reporting.
anyone want to clarify if the ticket system was actually just gutted and there is no more admins?
and if anyone wants to see the footage of the hackers wiping the server i can send it over DM since the community reps seems to delete posts that call out hackers by name on the forums.
********* update if you try to respond to the support desk email to add additional information you cant it requires you to open a 2nd ticket
fill out the fields in the boxes with your contract info and all the information on the hackers with videos and screenshots attached leave out no details
hit submit - it says i will get an email since theres no more ticket interface like zendesk.
Get an auto email saying thank you for reporting in my email inbox.
1-2 days later get an auto reply asking how happy i was with the service i received even tho no service was received, not a single person even was like “hi we will look into this”
try to reply, Ticket is closed or no further response. funcom says the are no longer accepting resposnes and if i want to respond to my ticket i need to open another ticket
over 10 players have sent in reports about the hackers on our server and all met with the same auto-response and lack of anything else. it has been over a week.
this is doing irreparable damage to official servers as hackers are now immune to bans because the new report interface is doing nothing.
I sent a email to the help desk and they said if we dont send a 2nd email in response to the “thank you for reporting” email then it automatically gets closed, even though all the information is in the intial report and it does not mention ANYWHERE that we need to re copy and paste what is in our email again and send a 2nd email to make them view the ticket
So anyone who makes a ticket using helpshift and waits for a response will get their tickets autoclosed, you apparently have to send a 2nd email saying hey read all the info in this automatic report dont cancle my ticket. This needs to be explained or hundreds of tickets will be submitted and canceled after 2 days since we all assume its a click submit with the info and wait thing like zendesk was.
