Customer Service Update thread

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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

[MattScott 15278]

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