Wait time for support is too long.
![[STJ] Wendell](https://us.v-cdn.net/6030345/uploads/userpics/786/nG8XWHJ7O2CWY.jpeg)
[STJ] Wendell
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The wait time on tickets is too long. Most times when you’re having an issue it is drastically affecting your performance in a current event. The ticket doesn’t get addressed until much later. Then you try explaining how the problem hurt your event ranking. It’s a crap shoot whether you can get decent compensation for it. It’s very unfortunate for us players. Also times don’t seem to be getting any shorter, but I thought there was extra help coming in? Turn around on an email should be 3 days max. 1 day should be the normal.
STAR TREK JUNKIES
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Captain of the voyage vessels: Queen of Bashir, Landsknecht, and Sunspear, the first luxury starship cruiseliners.
Amenities include wifi, fully-functioning holodecks, a full-service bar, 3 party decks, a Trill spa, and a business centre.
Fun fact: The ships are propelled by bouncy castle technology.
One recent issue I had, was a voyage which I had recalled but the recall had cancelled. I filed an ST and I had it resolved in either a day or less.
Another one was when I had spent about 100 chrons trying to get a component from a mission only to discover the mission being offered to me on warp was a mission where that component was one of the rare rewards, and I had already received the reward a long time ago. So the mission shouldn't have even been showing up for me. But it did and I did about 100 chrons of attempts until I realized there was an error in mission listings. So I filed an ST and once again it was resolved in a day or less.
Captain of the voyage vessels: Queen of Bashir, Landsknecht, and Sunspear, the first luxury starship cruiseliners.
Amenities include wifi, fully-functioning holodecks, a full-service bar, 3 party decks, a Trill spa, and a business centre.
Fun fact: The ships are propelled by bouncy castle technology.
That would make certain issues like a real currency purchase get top bill (which it should). However, there should be some auditing going on that states if a non-currency or whatever DB lists as urgent ticket goes over a certain SLA (Service Level Agreement -- usually a timeframe for resolution) that the non-urgent ticket gets popped to the top.
As someone who used to be both a worker bee and a manager in the technical support arena for several products over the course of a decade or more, that is how I would address things. Back then I had to do it manually with tickets and email.I imagine they have some automated tools that could do that for them should they choose to do so. If they don't they can still do it manually. Just takes manpower to audit, but that is an investment in customer goodwill, which always pays dividends.
I have a ticket open for a month that’s not even been read!