Tracking Customer Support
Hi everyone,
I've seen a number of players who are frustrated at the extended delays with our support team.
First, I want to acknowledge that we did send a cut/paste email to all the players who opened tickets in order to get unbanned. Many of them went to players who had been banned for cheating. Unfortunately some of the unban requests were for different reasons. It can't have felt very good to get a cut/paste email response that didn't even address your ticket.
Hi everyone,
Things continue moving the right direction.
There are 613 total tickets (unsolved) which is our lowest amount to date.
And there are 345 total tickets that have not been touched (contacted).
Today we are answering tickets from June 24th, which means we are now at an 18 day response time.
I went back three months to look at our average response time then vs. now.
90 days ago our average response time to new tickets was 19.3 days.
Right
