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Player Support current response time - 10/06 - edited 11/15
Shan
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Hi all,
As many of you have noticed, there are delays for tickets replies.
This is due to the amount of tickets being received every day.
Additional help has been brought in, and the team is working hard on all those tickets.
Edit 11/15: I am removing the current response time as it creates more confusion than anything else. While we are making progress on the size of the backlog, there are still big delays.
There are steps you can take to avoid creating more delays and/or to help in getting your issue resolved more quickly:
• do not send multiple tickets for the same issue
• be as precise and concise as possible in your description of the issue at hand
• if it involves a purchase in the Time Portal for Dilithium, do provide the name of the pack in question
• if it involves a purchase done with real currency, please provide a copy of the receipt from the relevant store/platform (a bank statement is not valid)
If you need to update your ticket you can reply to the email you received confirming that your request is in our system.
You also have the option to update your ticket/provide screenshots etc by signing in to our Zendesk portal.
sttsupport.disruptorbeam.com
The credentials for Zendesk are not the same as the one you use for the game.
As long as you have sent a ticket in, your email address is already known on the portal and you will only need to create a password for your account.
In the login screen at the bottom left you will see: Have you emailed us? Get a password
Following that link and instructions will allow you to create credentials for our Support Portal.
Thank you!
As many of you have noticed, there are delays for tickets replies.
This is due to the amount of tickets being received every day.
Additional help has been brought in, and the team is working hard on all those tickets.
Edit 11/15: I am removing the current response time as it creates more confusion than anything else. While we are making progress on the size of the backlog, there are still big delays.
There are steps you can take to avoid creating more delays and/or to help in getting your issue resolved more quickly:
• do not send multiple tickets for the same issue
• be as precise and concise as possible in your description of the issue at hand
• if it involves a purchase in the Time Portal for Dilithium, do provide the name of the pack in question
• if it involves a purchase done with real currency, please provide a copy of the receipt from the relevant store/platform (a bank statement is not valid)
If you need to update your ticket you can reply to the email you received confirming that your request is in our system.
You also have the option to update your ticket/provide screenshots etc by signing in to our Zendesk portal.
sttsupport.disruptorbeam.com
The credentials for Zendesk are not the same as the one you use for the game.
As long as you have sent a ticket in, your email address is already known on the portal and you will only need to create a password for your account.
In the login screen at the bottom left you will see: Have you emailed us? Get a password
Following that link and instructions will allow you to create credentials for our Support Portal.
Thank you!
1
Comments
When Support fixes my problem is there a form of compensation for the dildaily rewards im currently missing?
If you have a Monthly Card running and were unable to claim, this will be added to your account.
Cool thanks for the response. Is this a seperate ticket i should open now, given the wait times or will the Support staff member handling the issue do it as a matter of course?
The agent should do it but you can always update your current ticket to draw attention to the fact that you have a Monthly Card.
Given that your originating post in this discussion thread mentioned you were allocating additional help to help resolve the number of open support tickets, I was hoping you could advise me if I'm still likely looking at approximately 2 weeks or if the projected waiting time has increased or decreased?
I would still expect 2 weeks+, yes.
Especially since the person who is ostensibly a supervisor within CS just got back to me with a response that has literally nothing whatsoever to do with what my ticket is about.
Shan, I know this stuff is pretty much 100% outside of your purview, but now I can't tell whether the backup in CS is because Voyages have that many issues, or because CS has lost all of its competent staff.
I will look into it.
Possibly not a workable suggestion but this being the second weekend im unable to participate in the events is making me a touch squirrelly. Guess I'm just hoping to catch a glimpse of light from the end of the tunnel so to speak.
Thanks for your consideration
I have the same problem like many other players:
First of all, they‘re several icons missing, so I can’t get my daily rewards and dilithium (I have a monthly card). Second, I can’t take part in the event, because the icon for it disappeared and in the fractionmissions, the event isn’t available. Third, when I click on ‚options‘ , the log in screen pops up, but I can’t read messages or do anything else like click on the support button. And fourth the icons for the map and the timeportal are grey so I can’t click on them and do something. All in all I’m unable to play ether the game or the event.
My brother has the same problems and as I have read, other players have it to.
Please help us, so we are able to play the game.
Thank you very much!
MagicHD
I have over a decade under my belt personally, and I bet others here do as well..
(So, no I am not being sarcastic or cutting on this one.)
Shan: currently 15 days in on my ticket to get this situation remedied. Any chance on an update?
While we do not have a fix yet for the issue where part of the UI is missing, Support can help resolve the issue.
Good to know that a fix is in the works. However the update I was requesting wad more to do with ticket times. Is the additional help you mentioned actually remedying the backlog situation?
Response time could be as long as 4 weeks currently.