MattScott

Hi everyone, STATS for 6/27/2025: Oldest ticket: June 23 Total Tickets in the system: 398 Unassigned Tickets: 86 Assigned Unsolved Tickets: 209 Pending Tickets: 44 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 6/20/2025: Oldest ticket: June 19 Total Tickets in the system: 447 Unassigned Tickets: 5 Assigned Unsolved Tickets: 212 Pending Tickets: 77 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 6/13/2025: Oldest ticket: June 13 <-- NO BACKLOG! Total Tickets in the system: 640 Unassigned Tickets: 0 Assigned Unsolved Tickets: 215 Pending Tickets: 64 (awaiting player response) If you have created a customer support ticket and not received a response, I encourage you to check your spam filter or reply to the current ticket and ask for an update. Thanks, Matt

Hi everyone, STATS for 6/6/2025: Oldest ticket: May 27 Total Tickets in the system: 528 Unassigned Tickets: 140 Assigned Unsolved Tickets: 428 Pending Tickets: 258 (awaiting player response) There was a sizable jump in trouble tickets this week due to the network outage. We have fixes for players unable to get into the game, so I hope to clear those fairly rapidly. Thanks, Matt

Hi everyone, We have the fix. Everything has been deployed internally and we are just doing final testing. Thanks, Matt

Hi everyone, Yesterday, we took the game down for standard maintenance and to switch Anti DDoS providers. This was supposed to be a pretty simple procedure... but like all things APB, it quickly unraveled and turned into a cluster. Our fiber connection in Amsterdam has had some issues, and it went out midstream. They got in back online, but an issue with other hardware prevented the EU World from fully functioning. We sorted out those issues, only to have the optic fiber connection go bad again. At this point, we have worked with our Amsterdam host to replace all the hardware giving us issues. The goal is get EU back online as soon as possible. To be clear, no player data was lost. The outage has been a cascade of fixing underlying network issues that were missed when we put Amsterdam online, or came up during our Anti DDoS cutover. I'll give updates here until that happens. Then over the next week, we will replace all of the other hardware that has been not been 100%. To be continued.. Thanks, Matt

Hi everyone, The CS team has done a stellar job catching up. STATS for 5/30/2025: Oldest ticket: May 24! less that a week out Total Tickets in the system: 494 Unassigned Tickets: 70 Assigned Unsolved Tickets: 193 Pending Tickets: 230 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 5/23/2025: Oldest ticket: May 8 Total Tickets in the system: 438 Unassigned Tickets: 70 Assigned Unsolved Tickets: 193 Pending Tickets: 178 (awaiting player response) Thanks, Matt

Hi everyone, On time his week. STATS for 5/16/2025: Oldest ticket: May 3 Total Tickets in the system: 648 (massive jump in tickets) Unassigned Tickets: 38 (nearly all have been assigned) Assigned Unsolved Tickets: 382 Pending Tickets: 171 (awaiting player response) Thanks, Matt

Hi everyone, I'm working on a better way to get the end of Friday CS stats. Here are the stats for last week. STATS for 5/9/2025: Oldest ticket: May 3 Total Tickets in the system: 370 Unassigned Tickets: 31 Assigned Unsolved Tickets: 339 Pending Tickets: 174 (awaiting player response) Thanks, Matt

Hi everyone, I missed the end of Friday CS stats for last week. Here they are. STATS for 5/2/2025: Oldest ticket: April 22 Total Tickets in the system: 353 Unassigned Tickets: 60 Assigned Unsolved Tickets: 293 Pending Tickets: 146 (awaiting player response) Thanks, Matt

Hi everyone, Here are the end of Friday CS stats for this week: STATS for 4/25/2025: Oldest ticket: April 18 Total Tickets in the system: 260 Unassigned Tickets: 26 Assigned Unsolved Tickets: 231 Pending Tickets: 129 (awaiting player response) Thanks, Matt

Hi everyone, Here are the end of Friday CS stats for this week: STATS for 4/18/2025: Oldest ticket: April 5 (this is close to being a firm number now that players have had a couple weeks to move their ticket over from the old system) Total Tickets in the system: 245 Unassigned Tickets: 85 Assigned Unsolved Tickets: 156 Pending Tickets: 94 (awaiting player response) Thanks, Matt

Hi everyone, I'm late posting these, but they are the end of Friday CS stats for this week: STATS for 4/11/2025: Oldest ticket: April 1 Total Tickets in the system: 235 (down by more than 115 tickets!) Unassigned Tickets: 130 (this went up slightly as more people submit new tickets) Assigned Unsolved Tickets: 104 (down from last week) Pending Tickets: 84 (awaiting player response) Thanks, Matt

Hi everyone, It's been a while since I've done something like this, but in light of where we are at in CS, I think the community could benefit from a bit more transparency. Simply put - Customer Support is a mess. We tried switching to Zoho months ago, and instead of making things better, they got worse. It appears some sort of glitch in the setup of our queues caused specific types of tickets to get siphoned out of our main dashboard. It took us a bit to figure out that hundreds of players weren't being addressed properly, and once we did, we found significant bugs in the new system overall. So at the end of March we switched back to Zendesk. It's expensive, but it works. You guys should know that switching customer support systems isn't something we take likely. Each time we do it, the team has to backup all the history and evidence and load it up in a side tool so that we can look it all up without referring back to the original system. If you haven't already seen the message posted at the end of March, here is it again: IMPORTANT: If you haven't already, please reply directly to your/our last response by email. This will trigger our system to pull proper information over from our backup for your ticket. Until further notice, I'm going to start posting weekly stats on where Customer Service is at. DISCLAIMER: This week's stats look a lot better than they really are. Many players still haven't replied to their old Zoho ticket email. I'm guessing as word gets out and players read this thread, the number of tickets will jump up dramatically. Also, the oldest ticket starts the day we reactivated Zendesk. It's not the actual date of the oldest ticket because the original ticket date was lost in the transition. TL;DR: If you want your ticket addressed, now is the perfect time to reply and bump yourself up in the queues. STATS for 4/4/2025: Oldest ticket: March 26 Total Tickets in the system: 352 Unassigned Tickets: 114 Assigned Unsolved Tickets: 165 Pending Tickets: 35 Thanks, Matt