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  1. #1
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    Default What is the average ticket response time?

    I must not have enough patience, i give up after 45 minutes waiting for a GM. Then I get a GM asking me how they can help? Do they wait until I've left the instance?

  2. #2
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    45 mins is actually pretty good. In some other games, you are talking anything from several hours to several days.

  3. #3
    Community Member Grosbeak07's Avatar
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    Depends are you VIP or Premium or F2P?

    I've never had to wait more than 15 minutes. Seriously.
    Magical Rings are well... magical. - Gandalf

  4. #4
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    Quote Originally Posted by Istaria1 View Post
    45 mins is actually pretty good. In some other games, you are talking anything from several hours to several days.
    No, that's when I give up not when it's addressed.

  5. #5
    Community Member Atremus's Avatar
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    Fast if you are ViP, slow if not

    Also, lots of GM's are probably dealing with LR issues so there might be a slightly slower response time since lots of tickets are / were being issued prior to the downtime
    Characters: Celemia / Tukson / Thau (Broken link) / Atremus

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  6. #6
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    Quote Originally Posted by Atremus View Post
    Fast if you are ViP, slow if not

    Also, lots of GM's are probably dealing with LR issues so there might be a slightly slower response time since lots of tickets are / were being issued prior to the downtime
    Guess I am not very very important but I do pay for a monthly service.

  7. #7
    Community Member Vint's Avatar
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    I am not sure about you people, but I am currently in "The Low Road" (old goodblade quests), waiting for a GM.

    Seriously I wait about 5 mins
    Flabby-Flaber-Flabo--Heifer-Oinks

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  8. #8
    Community Member HotMaarl's Avatar
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    Used GM's about 10 times in 3 years. 9 out of those 10 instances went very fast (under 10 minutes). 1 time I waited about 40 minutes.

    And you can throw out your tin foil bras, because I am not VIP and never have been.

  9. #9
    Community Member Grosbeak07's Avatar
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    It also depends on what your asking a GM to do. Stuck in a wall, fast response

    If a boss goes unresponsive... it takes longer. I think they try and see if any kind of fight club tactics was used to bug the boss and then you just want a completion. This has an adverse effect of delaying things.

    But yeah, right now... I'm sure its mostly high volume.
    Magical Rings are well... magical. - Gandalf

  10. #10
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    Default I only have one Quote

    Error 0x800441f4 received when trying to retrieve information about any support tickets associated with this account.
    RTFM on Khyber, Toy Soldiers.

    Toy Soldiers PD Roll Builds Guild on Wayfinder.

  11. #11
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    About 80% of a GMs time is taken up with closing tickets which do not require intervention. Even if they're using templates (which they should be), this still means a couple of minutes per ticket to reply and close it.

    e.g.:

    "OMFG the servars r teh down!" -- "Yes, we know, it's a patch/hotfix. Sorry about that, try again at 10am PST."

    On a week like this where they're rolled out a major update, they're going to be SWAMPED with tickets reporting all sorts of stuff they know and don't know. And they all have to be handled.

    I still say 45 mins is pretty OK.

    Aes.

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