Yeah, this isn't the best circumstances but I guess as good a time as any -
Folks, if you aren't already, think about using the Zendesk platform for your tickets. It's cleaner, and much easier to maintain and add attachments.
The support site has a record of every ticket you submit. I've gone to it a few times to ensure I actually sent a ticket. It does require a registration with your email associated with the dbid I believe
That is almost correct
As soon as you submit a ticket, whether via the game or directly on our Support Portal, an account is created for you with the email address you used/associated with your game account.
You can then finalize your account on our Support Portal by creating a password for it.
On our the portal, click on sign in and you should see an option for it.
I don't even recall an automated one. is that the message that pops up when you send the Ticket?
Every time I've submitted a support ticket I get an email at the account associated with my DBID with the subject "[Request received]", confirming receipt of my request.
It starts out "Thank you for contacting Disruptor Beam Customer Support!
Your request (#******) has been received and will be reviewed by our support staff…" and includes a link to the zendesk support site.
The support site has a record of every ticket you submit. I've gone to it a few times to ensure I actually sent a ticket. It does require a registration with your email associated with the dbid I believe
Okay. How do I do that?
Because I would think that the e-mail {and I did} for the contact would be the one I have linked to FB, since that is where I play.
Scott
"The truth is like a lion; you don't have to defend it. Let it loose; it will defend itself."
The support site has a record of every ticket you submit. I've gone to it a few times to ensure I actually sent a ticket. It does require a registration with your email associated with the dbid I believe
That is almost correct
As soon as you submit a ticket, whether via the game or directly on our Support Portal, an account is created for you with the email address you used/associated with your game account.
You can then finalize your account on our Support Portal by creating a password for it.
On our the portal, click on sign in and you should see an option for it.
Very important update: CS now says that they will be allowing the exchange of Picard for honor for all players who used honor or the DYS offer to add a fifth star to Picard.
If you are still being told no by CS, ask to escalate your tickets.
At the time of writing, I have seen three different CS responses to people who ticketed the duplicate Picard / event outage:
1) Tough titties. We are not exchanging or doing anything else.
2) Send a screenshot he’s your 6th Picard and we’ll swap him for 50k honor.
3) Here is 50k honor and you can keep Picard.
ETA: 4th response that new tickets are getting - we have seen your ticket but won't respond until we have a "concrete answer" to the situation.
While I personally think #2 is the appropriate option, given the prevalence of number 1 and 3, it simply isn’t good enough anymore. Instead:
1) Rehire Glenn - or promote someone else to head of CS. The fact that there are three official answers to these tickets is utterly insulting and asinine. This is not something we should have to crowdsource. This is a failing entirely of your own.
2) Give 50k honor to all players.
3) Give players who got options 1) and 3) above the opportunity to swap Mirror Picard for any gold.
4) Players — wear your DB:DoBetter, DoBetter, or DB:DB tags during the event this weekend. Many of us will not be spending as well. Vote with your dollars until DB makes sense.
Woo yah! Option 2 please. Especially as getting the extra Picard was actually good for me and got him FF!
I do not have an update on a timeframe for ticket resolution, the team is working on them as fast as they possibly can.
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
I think my mistake was forgetting to add an accurate "subject" title to my ticket, so the CS rep just manually changed it to a generic "event issue" ticket which I'm assuming got my ticket pushed behind the "purchases issue" tickets? I'll be more careful when submitting tickets in the future....
Do not keep the 6th Picard in your mailbox. Either leave it in your crew or dismiss it if you need to - thank you!
I'm sorry, but as has been mentioned earlier, if I claim it now, it will trigger the DYC offer, which I obviously wouldn't be interested in. Then if I get another Legendary in the next 72 hours I'm *pinkbunnied*.
So, what's the harm in leaving it in my mailbox until CS gets back to me? At least if I do that, if the rep asks me to claim the Picard so he can remove it, he/she can also then immediately clear the 72-hour offer for me... right? (Right?)
Could you please continue the petty bickering? I find it most intriguing. ~ Data, ST:TNG "Haven"
Replying to your ticket will not push it further down the line, let's stop with that urban legend
However asking for an update or submitting a new ticket is not helpful.
There are delays, there is no denying this. It will take some time for each one of you to receive a reply, but it will be done.
Do not keep the 6th Picard in your mailbox. Either leave it in your crew or dismiss it if you need to - thank you!
Thanks for the update, I was getting worried / annoyed, I’ll calm down and give it a bit longer.
I'm sorry, but as has been mentioned earlier, if I claim it now, it will trigger the DYC offer, which I obviously wouldn't be interested in. Then if I get another Legendary in the next 72 hours I'm *pinkbunnied*.
So, what's the harm in leaving it in my mailbox until CS gets back to me? At least if I do that, if the rep asks me to claim the Picard so he can remove it, he/she can also then immediately clear the 72-hour offer for me... right? (Right?)
Unfortunately CS has not control on that, no. If you prefer to wait for the rep to tell you to claim it, that is your choice of course. But it will only delay the resolution. I am sorry.
I'm like 50, and not that good with computers outside of "PEW! PEW! PEW! TAKE THAT!"
Scott
No worries
Yes, our Support Portal is a Zendesk Portal.
I hope these instructions will help, let me know if that is not the case:
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.
I'm like 50, and not that good with computers outside of "PEW! PEW! PEW! TAKE THAT!"
Scott
No worries
Yes, our Support Portal is a Zendesk Portal.
I hope these instructions will help, let me know if that is not the case:
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.
Okay, it does not recognize my e-mail. What do I do?
Great. All that will let me do is Game of Thrones. I am just going ot have to get my money back from the bank, I guess.
"The truth is like a lion; you don't have to defend it. Let it loose; it will defend itself."
I'm like 50, and not that good with computers outside of "PEW! PEW! PEW! TAKE THAT!"
Scott
No worries
Yes, our Support Portal is a Zendesk Portal.
I hope these instructions will help, let me know if that is not the case:
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.
Okay, it does not recognize my e-mail. What do I do?
Great. All that will let me do is Game of Thrones. I am just going ot have to get my money back from the bank, I guess.
This problem is little known. Zendesk does not automatically associate your account with tickets sent. I found this out the hard way.
If you play on multiple devices or platforms, it uses whatever email you were logged in with at the time. Or if on browser, it will link you to guest email.
So this is what happened to me when I ticketed the problem with the celestial temple missions last year. I have because of this never received the compensation of sorrytons others got.
That equals 1000s of chrons, besides those I'm out of pocket on because I had to repeatedly restar these normal level missions. And this goes back to before crit was guaranteed.
I'm like 50, and not that good with computers outside of "PEW! PEW! PEW! TAKE THAT!"
Scott
No worries
Yes, our Support Portal is a Zendesk Portal.
I hope these instructions will help, let me know if that is not the case:
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.
Okay, it does not recognize my e-mail. What do I do?
Great. All that will let me do is Game of Thrones. I am just going ot have to get my money back from the bank, I guess.
This problem is little known. Zendesk does not automatically associate your account with tickets sent. I found this out the hard way.
If you play on multiple devices or platforms, it uses whatever email you were logged in with at the time. Or if on browser, it will link you to guest email.
So this is what happened to me when I ticketed the problem with the celestial temple missions last year. I have because of this never received the compensation of sorrytons others got.
That equals 1000s of chrons, besides those I'm out of pocket on because I had to repeatedly restar these normal level missions. And this goes back to before crit was guaranteed.
I dread anything needing a ticket now.
@Shan has fixed me all up, at least as far as getting my Tickets straitened out, so they can be addressed. She has my vote for Empress!!!!!
Scott
"The truth is like a lion; you don't have to defend it. Let it loose; it will defend itself."
The support site has a record of every ticket you submit. I've gone to it a few times to ensure I actually sent a ticket. It does require a registration with your email associated with the dbid I believe
Only if you are sending the ticket from the same email account every time. If you go to zendesk from browser or send from different device, etc you could get filed under guest. Consider your ticket lost. Most reps do not have the tech savvy to even begin trying to find it.
And only find this out the hard way. There are no warnings, etc about this.
Only if you are sending the ticket from the same email account every time. If you go to zendesk from browser or send from different device, etc you could get filed under guest. Consider your ticket lost. Most reps do not have the tech savvy to even begin trying to find it.
That is incorrect, unless we are not speaking of the same thing. And I have never heard of lost tickets.
If you are submitting a request via a web browser on our zendesk portal, you do need to provide an email address. If you are submitting a ticket from a different device, it will still be the email address associated with your game account that will be logged for the ticket.
Only if you are sending the ticket from the same email account every time. If you go to zendesk from browser or send from different device, etc you could get filed under guest. Consider your ticket lost. Most reps do not have the tech savvy to even begin trying to find it.
That is incorrect, unless we are not speaking of the same thing. And I have never heard of lost tickets.
If you are submitting a request via a web browser on our zendesk portal, you do need to provide an email address. If you are submitting a ticket from a different device, it will still be the email address associated with your game account that will be logged for the ticket.
Maybe we are not thinking of the same issue, but I heard this directly from cs rep.
To be clear, what I learned is the problem is with the design/limitations of zendesk, not with any live person losing tickets.
I'm like 50, and not that good with computers outside of "PEW! PEW! PEW! TAKE THAT!"
Scott
Ok, that was pretty funny right there. I'm still ticked off that computer companies aren't building computers with the sliding coffee cup holders anymore. I never could find that CDROM brand coffee cup but my regular cups seemed to work fine.
I'm sorry, but as has been mentioned earlier, if I claim it now, it will trigger the DYC offer, which I obviously wouldn't be interested in. Then if I get another Legendary in the next 72 hours I'm *pinkbunnied*.
So, what's the harm in leaving it in my mailbox until CS gets back to me? At least if I do that, if the rep asks me to claim the Picard so he can remove it, he/she can also then immediately clear the 72-hour offer for me... right? (Right?)
Unfortunately CS has not control on that, no. If you prefer to wait for the rep to tell you to claim it, that is your choice of course. But it will only delay the resolution. I am sorry.
Here's a benign innocent suggestion. If all parties concerned want a speedy resolution to this, why not both sides compromise by doing the following:
1) DB zaps everyone with a ticket outstanding 50k HP
AND
2) Everyone (or CS) cancels all outstanding tickets
Wouldn't this quickly put this all behind us instead of everyone stewing in support-hell fighting this war of attrition?
I really can't see how the hourly cost in support wages/expense be beneficial to DB...
In the immortal words of Spock: "Live long and prosper"
I’m not sure if CS has stopped reading the tickets or if they’re trying to automate as suggested, but I’ve now heard of at least one instance where someone ticketed the unfair advantage people had over citing the Picard early and then getting 50k honor back - and support gave 50k honor as comp and let the player keep Picard. This is not someone who had paid or cited earlier and who had a 4/5 Picard before the gift.
1) DB zaps everyone with a ticket outstanding 50k HP
AND
2) Everyone (or CS) cancels all outstanding tickets
Wouldn't this quickly put this all behind us instead of everyone stewing in support-hell fighting this war of attrition?
If by (1) you mean mail with 50k HP then it would not. Because it would return situation back to beginning - those that paid would be 50k HP short in comparison to those who do not.
I don't know what you mean otherwise. Because "oh, this is about Picard" still requires manual checking by staff so it's not that much more work to do proper check and send 50k manually unless they'll start dragging things out.
If by (1) you mean mail with 50k HP then it would not. Because it would return situation back to beginning - those that paid would be 50k HP short in comparison to those who do not.
Why not? "select DBID from zendesk_tickets where ticket_body like %picard%" then "sendmail to all selected DBIDs with 50k HP". Those who paid would actually get an extra 50k HP (total 100k HP).
I don't know what you mean otherwise. Because "oh, this is about Picard" still requires manual checking by staff so it's not that much more work to do proper check and send 50k manually unless they'll start dragging things out.
A properly formatted sql query will take care of the second half of your question.
In the immortal words of Spock: "Live long and prosper"
If by (1) you mean mail with 50k HP then it would not. Because it would return situation back to beginning - those that paid would be 50k HP short in comparison to those who do not.
Why not? "select DBID from zendesk_tickets where ticket_body like %picard%" then "sendmail to all selected DBIDs with 50k HP". Those who paid would actually get an extra 50k HP (total 100k HP).
I don't know what you mean otherwise. Because "oh, this is about Picard" still requires manual checking by staff so it's not that much more work to do proper check and send 50k manually unless they'll start dragging things out.
A properly formatted sql query will take care of the second half of your question.
In retrospect, my verbal expulsion is too naive... People seem to prefer Rube Goldberg Machines...
My sincere apologies to all affected by my callous and inconsiderate thoughts...
In the immortal words of Spock: "Live long and prosper"
Comments
Folks, if you aren't already, think about using the Zendesk platform for your tickets. It's cleaner, and much easier to maintain and add attachments.
I raise a ticket in game with just a title and ‘Information to follow’.
Then, I go to Zendesk and write the ticket there adding attachments as needed.
That is almost correct
As soon as you submit a ticket, whether via the game or directly on our Support Portal, an account is created for you with the email address you used/associated with your game account.
You can then finalize your account on our Support Portal by creating a password for it.
On our the portal, click on sign in and you should see an option for it.
Okay. How do I do that?
Because I would think that the e-mail {and I did} for the contact would be the one I have linked to FB, since that is where I play.
Scott
@Shan
So, the Support Portal is this Zendesk thing?
I'm like 50, and not that good with computers outside of "PEW! PEW! PEW! TAKE THAT!"
Scott
Woo yah! Option 2 please. Especially as getting the extra Picard was actually good for me and got him FF!
I think my mistake was forgetting to add an accurate "subject" title to my ticket, so the CS rep just manually changed it to a generic "event issue" ticket which I'm assuming got my ticket pushed behind the "purchases issue" tickets? I'll be more careful when submitting tickets in the future....
I'm sorry, but as has been mentioned earlier, if I claim it now, it will trigger the DYC offer, which I obviously wouldn't be interested in. Then if I get another Legendary in the next 72 hours I'm *pinkbunnied*.
So, what's the harm in leaving it in my mailbox until CS gets back to me? At least if I do that, if the rep asks me to claim the Picard so he can remove it, he/she can also then immediately clear the 72-hour offer for me... right? (Right?)
Could you please continue the petty bickering? I find it most intriguing.
~ Data, ST:TNG "Haven"
Thanks for the update, I was getting worried / annoyed, I’ll calm down and give it a bit longer.
Appreciate the update.
Unfortunately CS has not control on that, no. If you prefer to wait for the rep to tell you to claim it, that is your choice of course. But it will only delay the resolution. I am sorry.
No worries
Yes, our Support Portal is a Zendesk Portal.
I hope these instructions will help, let me know if that is not the case:
Okay, it does not recognize my e-mail. What do I do?
Great. All that will let me do is Game of Thrones. I am just going ot have to get my money back from the bank, I guess.
Let's continue via PM, I will message you
Got it.
This problem is little known. Zendesk does not automatically associate your account with tickets sent. I found this out the hard way.
If you play on multiple devices or platforms, it uses whatever email you were logged in with at the time. Or if on browser, it will link you to guest email.
So this is what happened to me when I ticketed the problem with the celestial temple missions last year. I have because of this never received the compensation of sorrytons others got.
That equals 1000s of chrons, besides those I'm out of pocket on because I had to repeatedly restar these normal level missions. And this goes back to before crit was guaranteed.
I dread anything needing a ticket now.
@Shan has fixed me all up, at least as far as getting my Tickets straitened out, so they can be addressed. She has my vote for Empress!!!!!
Scott
Only if you are sending the ticket from the same email account every time. If you go to zendesk from browser or send from different device, etc you could get filed under guest. Consider your ticket lost. Most reps do not have the tech savvy to even begin trying to find it.
And only find this out the hard way. There are no warnings, etc about this.
That is incorrect, unless we are not speaking of the same thing. And I have never heard of lost tickets.
If you are submitting a request via a web browser on our zendesk portal, you do need to provide an email address. If you are submitting a ticket from a different device, it will still be the email address associated with your game account that will be logged for the ticket.
Maybe we are not thinking of the same issue, but I heard this directly from cs rep.
To be clear, what I learned is the problem is with the design/limitations of zendesk, not with any live person losing tickets.
Oh and how much can I get for T'kuvma? He's getting a little boring.
And while we're making trades, how many SOJ for a Pskull these days?
Gotta be one in every crowd, I guess......
Ok, that was pretty funny right there. I'm still ticked off that computer companies aren't building computers with the sliding coffee cup holders anymore. I never could find that CDROM brand coffee cup but my regular cups seemed to work fine.
Here's a benign innocent suggestion. If all parties concerned want a speedy resolution to this, why not both sides compromise by doing the following:
1) DB zaps everyone with a ticket outstanding 50k HP
AND
2) Everyone (or CS) cancels all outstanding tickets
Wouldn't this quickly put this all behind us instead of everyone stewing in support-hell fighting this war of attrition?
I really can't see how the hourly cost in support wages/expense be beneficial to DB...
This just gets messier by the day.
Proud Former Officer of The Gluten Empire
Retired 12-14-20. So long, and thanks for all the cat pics!
I don't know what you mean otherwise. Because "oh, this is about Picard" still requires manual checking by staff so it's not that much more work to do proper check and send 50k manually unless they'll start dragging things out.
Why not? "select DBID from zendesk_tickets where ticket_body like %picard%" then "sendmail to all selected DBIDs with 50k HP". Those who paid would actually get an extra 50k HP (total 100k HP).
A properly formatted sql query will take care of the second half of your question.
In retrospect, my verbal expulsion is too naive... People seem to prefer Rube Goldberg Machines...
My sincere apologies to all affected by my callous and inconsiderate thoughts...
Could been smoother and should never happened but they sorted it out and for me it’s closed and I’ll move on and enjoy the game.
Thanks Shan and Black Pebble for helping.
Morn
I can see they really value my business. Glad I'm now a F2P.
Slog
I am VIP level 12 and raised a ticket at 14:52 EST on the 2nd and I still have only got the automated email
If they are doing things in order tickets were received they have a very long way to go!