114850-support-tickets-and-bug-tickets-do-they-get-respond

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Just wondering if this game has any support or support feedback. Having opened a ticket on an email issue where I couldn't delete an email to do a transfer, then a bug report on a crafting issue and never getting assistance on the 1st ticket, the problem just timed out after 3 weeks, leaves me wondering. Will my notification of a bug be addressed. I have talked to other that also pointed out this crafting bug.This is potentially the best MMO yet, many thing to appreciate about it. Double jump, dodge and housing top the list of good things. No player population, only one BG actively being played and nothing crafted selling on the CX are top of the list of disappointments. What i don't like even more is the questing is greatly lacking in delivering any story and I am running into bugs and issues that seem to get no response or service. Starting to think it is more frustrating than fun. Should i continue to subscribe and play ... maybe not.  I have run into some really nice people playing though and that has been compelling to hang in there.
 
1) What is the turnaround time on getting a ticket serviced?
2) How is feedback about a bug handled and what is the turnaround time on a resolution?
3) What is the ETA for a solution to the poor economy and low server population?
 
 
some encouragement here would be nice, I have considered this the best MMO yet; but it is seeming unsupported and very dead.	
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I usually get a "we're processing it" note within 2 hours, and then a canned response in about 8-12 hours. Once in a while the canned response is actually right on target and interesting.
 
I did have one bug eat about 15,000 crafting vouchers and they were very pleasant about undoing that issue. In other cases I've had bugs eat Guardians of the Grove rep and they announced they were powerless to correct an issue they were well aware of.	
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1) What is the turnaround time on getting a ticket serviced?
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Reporting bots etc, never got a response. The bots still there a month later doing the same bot'y things.
 
As for a bug, few hours processing. Then about a week later I got a response. First bit a link to forums, on a totally different issue to the ones I asked about. then:
 
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If we need to let people know about this issue before it gets fixed, we'll be sure to make some noise on the Knowledge Base (http://support.wildstar-online.com/home) or the WildStar forums(https://forums.wildstar-online.com/forums/).
Also, I should tell you that even though we do accept bug reports and get them sent off to the right people, there is a better and faster way to report bugs! If you spot a bug in-game, type "/bug" into the chat window. This will bring up a Bug Reporting Form that will get sent directly to QA.
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			Well thanks for the feedback, likely i will just wait and see, lower expectations and conceed this is just a game still struggling to make it's start up. Have to say though, in order to proceed with crafting anything new, which i need to now, I have to toss these mats. The throwing away 3 lesser inspirations of the aggressors is most annoying and i just wish that was resolved instead. This is what it is though to be on the bleeding edge as opposed to the leading edge. Like my house though, it helps give incentive to just hang on for better days to come.	
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Well thanks for the feedback, likely i will just wait and see, lower expectations and conceed this is just a game still struggling to make it's start up. Have to say though, in order to proceed with crafting anything new, which i need to now, I have to toss these mats. The throwing away 3 lesser inspirations of the aggressors is most annoying and i just wish that was resolved instead. This is what it is though to be on the bleeding edge as opposed to the leading edge. Like my house though, it helps give incentive to just hang on for better days to come.
 
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What exactly was your issue?  Were you getting chip stacks on a random chip too high to bring it back down again?
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1) What is the turnaround time on getting a ticket serviced?
2) How is feedback about a bug handled and what is the turnaround time on a resolution?
3) What is the ETA for a solution to the poor economy and low server population?
 
 
 
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We try to get back to users within 8 hours depending on the volume, but we usually try to keep it at 24 hours or less with at least 1 agent response. (Agent Lopp doesnt count)	We take the information and pass it on to the developers,  they track and make changes accordingly. Turnaround is a bit more tricky as this depends on the degree of the issue and impact. So this varies on the issue. (ie a Misspelled skill is a easier fix than balancing PvP bug.)	I don't really have any information on this issue, hopefully a dev can give you a better answer.
 
All tickets submitted *should* have at least 1 agent response, even if its just a  "we'll look into it". Having tickets go completely unanswered can be frustrating and that's the last thing we want to do with players already having issues. If you could PM me your ticket #s for the tickets that didn't get a response, i'd like to look into why they were closed without response and how we can prevent others from getting the same treatment.
 
Hopefully that helps a bit :D
 
 
Thank you for the response, how do i find the ticket #. It was on the RP server, exile side. I entered both a bug report for an email issue, then a service request describing the issue. It was a case where my bags were full, the crafting quest items went to my email and i didn't know that. I dropped and picked the quest back up, performed the steps and completed them. After i noticed the quest items were in my mail and I couldn't delete them or extract them. This wasn't an issue until i wanted to take advantage of the free transfer, where i was able to transfer all my exile characters, with exception to one, due to the undeletable email. No response, no nothing, had to just wait a few weeks for the email to time out. I never recieved any indication i entered anything, nor did i recieve any decernable service. This issue has died and been burried, so it's important to me is no more than to assist you tracing the steps of what happened to it.
 
This is a game that is a great step forward for MMO's though and I have really enjoyed the new to MMO features, housing, double jump, dodge, useful craftable armor ... etcetera, etcetera, so forth. The efforts of the designers is appreciated.  May DEV be praised.
 
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Just wondering if this game has any support or support feedback. Having opened a ticket on an email issue where I couldn't delete an email to do a transfer, then a bug report on a crafting issue and never getting assistance on the 1st ticket, the problem just timed out after 3 weeks, leaves me wondering. Will my notification of a bug be addressed. I have talked to other that also pointed out this crafting bug.
 
This is potentially the best MMO yet, many thing to appreciate about it. Double jump, dodge and housing top the list of good things. No player population, only one BG actively being played and nothing crafted selling on the CX are top of the list of disappointments. What i don't like even more is the questing is greatly lacking in delivering any story and I am running into bugs and issues that seem to get no response or service. Starting to think it is more frustrating than fun. Should i continue to subscribe and play ... maybe not.  I have run into some really nice people playing though and that has been compelling to hang in there.
 
1) What is the turnaround time on getting a ticket serviced?
2) How is feedback about a bug handled and what is the turnaround time on a resolution?
3) What is the ETA for a solution to the poor economy and low server population?
 
 
some encouragement here would be nice, I have considered this the best MMO yet; but it is seeming unsupported and very dead.
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Thank you for the response, how do i find the ticket #. It was on the RP server, exile side. I entered both a bug report for an email issue, then a service request describing the issue. It was a case where my bags were full, the crafting quest items went to my email and i didn't know that. I dropped and picked the quest back up, performed the steps and completed them. After i noticed the quest items were in my mail and I couldn't delete them or extract them. This wasn't an issue until i wanted to take advantage of the free transfer, where i was able to transfer all my exile characters, with exception to one, due to the undeletable email. No response, no nothing, had to just wait a few weeks for the email to time out. I never recieved any indication i entered anything, nor did i recieve any decernable service. This issue has died and been burried, so it's important to me is no more than to assist you tracing the steps of what happened to it.
 
This is a game that is a great step forward for MMO's though and I have really enjoyed the new to MMO features, housing, double jump, dodge, useful craftable armor ... etcetera, etcetera, so forth. The efforts of the designers is appreciated.  May DEV be praised.
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To be honest I have some tickets that are month old still open I believe well I didn't see a response to them I have a 16 slot bag in my inventory that is for all intents and purposes bugged I can not use it to upgrade one of my 14 slot bags etc etc.
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I sometimes wonder if some bugs are actually looked at.  I have been reporting bugs ( and re-bugs ) since June 3 and there are a plethora of bugs that are still in the game (e.g. "Taste of their own medicine" -broken since strain ( recently re-reported again tonight and have been reporting this bug since Strain) ).
 
I am thankful for the "stealth fix" for helping hands ( never reported in any patch notes and was re-broken with drop 2 ).
 
I am frustrated by the lack of feed back and updates to the known bugs thread.	
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Hello PyroRobby,
 
You can find all your ticket numbers by heading to support.wildstar-online.com > Log In (top right) > *Enter your credentials* > Check My Tickets. All open tickets will be displayed. If you click on "View your recently answered and archived requests", all your previously submitted (and closed) tickets will be displayed as well :)
 
If you fail to receive -any- kind of reply (bare Agent Lopp) to a ticket you submitted (/ticket, not /bug) after a long time (~more than 3 business days), do not hesitate to let us know in here.
 
Thanks again.
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			If your tickets are really old they most likely have been automatically closed. You should still be able to see them under "View your recently answered and archived requests". If an issue is really old, as Anlath suggested, it may be best to open a new ticket.	
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Hello PyroRobby,
 
You can find all your ticket numbers by heading to support.wildstar-online.com > Log In (top right) > *Enter your credentials* > Check My Tickets. All open tickets will be displayed. If you click on "View your recently answered and archived requests", all your previously submitted (and closed) tickets will be displayed as well :)
 
If you fail to receive -any- kind of reply (bare Agent Lopp) to a ticket you submitted (/ticket, not /bug) after a long time (~more than 3 business days), do not hesitate to let us know in here.
 
Thanks again.
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			That is not normal then. Are you correctly logged on with the same NC Account that the one you use to play WildStar?	
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That is not normal then. Are you correctly logged on with the same NC Account that the one you use to play WildStar?
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I escalated your issue (the one with the "missing" tickets) directly to Customer Support. Asking you to make a ticket wouldn't really be appropriate if... they aren't working for you （・◇・）
 
Edit: After checking with Customer Support it looks like you never placed a ticket using our system. Are you 100% certain that you used the /ticket command in-game and that you properly sent your ticket? (You receive a confirmation message when doing so.)
 
Once again, bug reports sent using the command /bug aren't logged on the support site :)
			
				
	Edited September 30, 2014 by Youmukon	
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			Have had nothing but good experiences with CS so far.  I've gotten personal contact in-game from a GM for a ticket I submitted, within about an hour of submitting it. 	
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I escalated your issue (the one with the "missing" tickets) directly to Customer Support. Asking you to make a ticket wouldn't really be appropriate if... they aren't working for you （・◇・）
 
Edit: After checking with Customer Support it looks like you never placed a ticket using our system. Are you 100% certain that you used the /ticket command in-game and that you properly sent your ticket? (You receive a confirmation message when doing so.)
 
Once again, bug reports sent using the command /bug aren't logged on the support site :)
 
Absolutely, yes.
 
About 3 weeks ago, at the same time I transferred my exile characters from Envindra to stormtalen, the 1st ticket was opened using the in game tool from the menu option "Submit support ticket". I was not able to transfer the character "RipVonTwinkle" due to an in game email in his inbox. Since i didn't find a selection for in game mail, it was entered as an "Other" type issue. I explained the details of the issue and that i could not transfer a character due to in game email containing a quest item for the crafting quest that was not able to be recieved or deleted, thus i could not transfer the character due to a stuck email. This was opened as both a bug report and a support request. Later, 24 hours or so later, I opened another, reiterating and ending with "Hello, is anybody there?". As far as I could tell all 3 attempts to communicate this issue were submitted; but I didn't get any feedback anywhere to confirm this. Since then I submitted the bug report on the crafted item, discussed in this thread. 
 
So by using the "Submit Support ticket" option, filling in the issue description and sending it, if it didn't open, record, doesn't exist, that seems to me to be a ticket system fault and not a user error. I didn't know to look in my account information for a list of outstanding tickets to confirm it went through; but i know to do that now. If i open another ticket, i promise to look and confirm the system worked and keep retrying until it shows up there. I hope this information is found to be helpful tracking down the fault. I am positive i entered the ticket and submitted it and by all observable actions and visual feedback the steps were completed. I do not recall seeing anything ever telling me i submitted anything. Later I asked somebody and they said i should get a message, which i don't think i got, so that is why i tried again 24 hours later. Even then i never got any message saying i entered anything. I did get a message when i entered this last bug report, so i think something is problematic in the service request tool, perhaps intermittantly; but for me it seems twice it failed.
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