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MattScott

CEO
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Posts posted by MattScott

  1. Posted

    Hi everyone,

    We remain focused on resolving the backlog of open tickets and making consistent progress despite a significant uptick overall in tickets.
    We're currently only 2 days behind right on answering new tickets.

    STATS for 10/24/2025:

    Oldest ticket: October 20

    Total Tickets in the system: 950

    Unassigned Tickets: 148

    Assigned Unsolved Tickets: 376

    Pending Tickets: 111 (awaiting player response)


     

    STATS for 10/31/2025:

    Oldest ticket: October 29!

    Total Tickets in the system: 955

    Unassigned Tickets: 139

    Assigned Unsolved Tickets: 407

    Pending Tickets: 133 (awaiting player response)

    Thanks, Matt

    • Thanks 1

  2. Posted

    Hi everyone,


    Once again, I got a bit behind on this.
     

    STATS for 10/10/2025:

     

    Oldest ticket: October 7

    Total Tickets in the system: 850

    Unassigned Tickets: 128

    Assigned Unsolved Tickets: 345

    Pending Tickets: 90 (awaiting player response)


     

    STATS for 10/17/2025:

     

    Oldest ticket: October 13

    Total Tickets in the system: 896

    Unassigned Tickets: 147

    Assigned Unsolved Tickets: 342

    Pending Tickets: 86 (awaiting player response)
     

    Thanks, Matt

    • Thanks 1

  5. Posted

    Hi everyone,

    Highlights:

    • We are no longer backlogged on unassigned tickets, as of this morning we are about 2 days on initial response
    • We are busy closing the backlog on assigned open tickets.

     

    STATS for 9/19/2025:
     

    Oldest ticket: September 17

    Total Tickets in the system: 875

    Unassigned Tickets: 114

    Assigned Unsolved Tickets: 331

    Pending Tickets: 90 (awaiting player response)


    Thanks, Matt

    • Thanks 1

  8. Posted

    Hey everyone,

     

    Apologies - I missed a couple weeks.

    We have been super busy internally prepping the next couple of big releases.

    Totally my fault for letting this drop off my radar.

     

    STATS for 7/18/2025:
     

    Oldest ticket: July 10

    Total Tickets in the system: 645

    Unassigned Tickets: 64

    Assigned Unsolved Tickets: 193

    Pending Tickets: 36 (awaiting player response)

     

    STATS for 7/25/2025:
     

    Oldest ticket: July 16

    Total Tickets in the system: 561

    Unassigned Tickets: 57

    Assigned Unsolved Tickets: 219

    Pending Tickets: 27 (awaiting player response)

     

    Thanks, Matt

     

    • Thanks 1

  9. Posted

    Hi everyone,

    I want to let everyone know that we are aware of how awful the EU networking has been.
    For the last week, our primary network provider has been getting hammered into the ground by very large (1.5T) DDoS attacks.
    They aren't the only ones. Most of Europe and other regions have also been hit with these large scale packet floods, and it has affected a lot of sites.

    While Little Orbit has Anti DDoS protection that we route all of our game traffic through.
    But currently if our primary network provider's network gets saturated with attacks, then we still go offline.

    I am finalizing a new upstream provider with much larger capacity, better routes throughout Europe, and end to end Anti DDoS protection.
    I am hoping that we can get this new solution in place over the coming days to help stabilize the game.

    Thanks for bearing with us,
    Matt

    • Like 3
    • Thanks 2

  13. Posted

    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

    • Thanks 2

  14. Posted

    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

    • Thanks 1

  16. Posted

    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

    • Like 1
    • Thanks 8

  23. Posted

    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

    • Thanks 1

  24. Posted

    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

    • Thanks 1

  25. Posted

    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:
     

    Quote

     

    Hello everyone!

     

    We wanted to let you know that we’ve officially moved our support system from Zoho Desk to Zendesk. This change was made to provide a smoother, more efficient support experience for all of you!

     

    If you've opened a ticket through Zoho and still need help, please reply directly to your/our last response in that email thread. This will ensure we can continue assisting you without any delays.

     

    From now on, all new support tickets should be submitted through our Zendesk platform. We’re excited about this upgrade and appreciate your patience during this transition.

     

    Thank you for your continued support!

     

     

    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

    • Like 1
    • Thanks 1
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