Support Center
 

What should I do if my ticket is being ignored? Email Unixmad? Submit another ticket? Call the UN?


One of my tickets regarding GK has been answered 2-3 times by Stefan. He asked me to supply some info, I did just that and I am still waiting over a month for a reply... (1m 5d 21h 19m to be exact)

The support center doesnt always work, they need to learn that and fix it.

It does'nt work and they are ****ing useless when it comes to answering the tickets.

Hire proper staff ffs

You could have PM'd Stefan or Ibonic, they'll sort it out.

I disagree.

Sometimes, they're considered low priority.
They may be answering more important ones ...or not.

Well, this is an issue stefan alone must fix. No one else has access to the accounts on GK. He cannot do everything himself, start trusting someone else to do it. It backfired on them before, but with the proper precautions put in place it won't turn out like before.

How can can you disagree, He has the Evidence to prove it and this isn't the first post regarding the Support Center negligence.

I assume it's pretty rare, usually only happenes when it's only Unixmad/Stefan that can help. Like I said, get someone to take the load off again... :/

It does work and Ibonic happens to be away at the moment :/

Who said anything about Ibonic?

He can't be expected to do everything either.

You always seem to be talking for him.

Fact remains, he does.

Not worth it.

I edited it, not worth the trouble.

Ibonic can't help me. Stefan is the only one that can. Who the heck cares about Ibonic, thats not what we are discussing here.

We should be discussing the Support Center, why it takes so long for all these staff to reply, why Stefan is the only person that can help me, and some positive suggestions for the Staff.

Weird...for the past 7 years at least it's fallen to "Only Stefan Can Save You", and it doesn't seem to have changed any in the long run. Only Stefan can be trusted to fix account errors (now that Lyndzey's gone, or been reduced) - Only Stefan can update the engine - Only Stefan can approve this or that - Only Stefan can tell you what's going on with Graal3D - Only Stefan can tell you whether your ideas are worth developing, or if it's a dumb idea that has no place in Graal, or whether it's utterly pointless because he's about to release a competing update...

I think we all work the guy far too hard, but he resists all attempts to distribute the workload, so what do I know? He won't let anyone else take the reigns on Kingdoms, he and Unixmad won't appoint a general manager to make big decisions in their absence, nor would they let someone else direct their business in the first place...

Stefan reads all these but can't take the time to respond to each and every one. That's a problem. Actually that's two problems - one that he's the one responsible for reading all these, and two that he doesn't have the time to deal with them. Should maybe Sam be in charge of distilling the Forum's Top Ten Questions and taking 5 minutes a day to ask Stefan "Will the balloons be released soon, will you be making a cross-server communications protocol, did you fix the problem with missing .dlls, may the G3D testers discuss the editor, ..." and return from his sermon on the mound with answers? Would we trust him to represent us fairly? Would Stefan both be satisfied with the limited connection with the playerbase and be willing to take that much time answering questions not of his own chosing? Would it even help?
Should Kingdoms be under new management, or more fully under Player management? Should Graal3D? Should the PWA have more power to spare Stefan the grief and wasted time?

Many questions. I hope many answers.

You can hope, but he doesn't type that much. ;o

Doesn't that go against the whole idea of the Support Center?

Wouldn't it be better then making a post, which I'm sure is against the rules?

No actually, it wouldn't. Posts get noticed much quicker than PM's. And once again, isn't this all supposed to go through the Support Center. If the Support Center was being run properly, or had more people to actually run it, this wouldn't be a problem. Excal isn't the problem here, the support center is.

You have multiple options.
1) Assign the ticket to Stefan, if it isn't.
2) You can create another ticket, as a reminder.
3) Speak to other Graal Kingdoms staff about the issue, to see if some of the staff do agree it's a valid thing to be taken care of. Once this is done, one of those staff members will tell Stefan, which will lead him to do it, which has been the case in most cases.
There's a forum called, "Tech Support" located in the Development Forums. It can be found here: http://forums.graalonline.com/forums...isplay.php?f=7. Report what needs to be fixed?
What? The last time I checked the GraalOnline Support Center, each ticket was answered in less than 24 hours. Check the facts and statistics before stating such a thing. As in, please provide some proof that the claim is what happens most often.
This works, too! Whoa. I just sent a forum private message to Ibonic and he answered in less than 24 hours!
I agree!
Haha. You're clever. ...Or not.
Once again, the last time I checked the GraalOnline Support Center, most tickets were answers in less than 24 hours; whether the issue seemed "big" or "small."
Read the first quote!
Evidence? Where? I see one claim he made, without him backing it up with proof at all. I know this isn't the first post/thread regarding this, but some people write bad tickets, without providing enough information to acquire support, so what more can staff do?
Ah, I forgot to address this. A former global staff, Lance, had such a power, but he resigned, therefore, no one else can do such a thing! Though, I think some others had the power before, but the chances of them using it are quite slim. I don't know, I guess it depends on what the issue is. As I said, contact other Graal Kingdoms staff members, as in, the administration.
It does work! Even when he is on leave, it still does work!
Well...as GraalOnline's Game Master, I'm sure when he took the job, he knew what was expected.
Fact.
You mentioned the reason in the editted reason.
Well, if someone thinks their issue isn't being answered at the support center, might as well attempt to use individual contact for success, right? Works for most people!
Hah.
There's an application that most GraalOnline Support Center staff run which notifies them that there is a new ticket, even updated tickets. It comes with cool pop-up features, so I'm sure those are noticed first. In addition to that, there's at least one staff on the GraalOnline Support Center all the time, too. I agree, there might be little staff members, but if that small group of staff members are answering and supporting, then what's the use of growing? At least they are doing it. As I said, most people write tickets without providing enough information to do such a thing.

So you're saying it's extra easy for them to see when there are new tickets and new updates? So, why is there such a wait, and in some instances, no reply at all? I'm not sure what you're trying to prove.

Oh, and, I thought you quit?

A lot of people quit and come back. No surprise there. Though, that isn't the point of this thread, it's to discuss the GraalOnline Support Center, responding to the question that zell12 has asked. Stay on topic.

I am wanting my password for VIP.GRAAL.NET to work but it doesn't :( Stefan / Unixmad needs to read my support ticket!

Okay so, back on topic, if the system is so easily accessed and they've made it so easy for everyone, why are there so many complaints? And if it's just because they don't have enough people to run it, why haven't they hired more?

You state we should go back on topic, though, we aren't on topic. The original thread, with the first post asked what he should do since his ticket wasn't answer. Further discussion away from answering that question isn't really supposed to happen. If you wish to discuss it, then start another thread.

You're kidding me, right?

His question was answered and discussion has shifted to this. It would be a completely and absolute waste to make a new thread. Also, it's funny how you made a huge reply that was "off-topic" and now that I bring up a valid point you tell me to stop going off-topic.

If you can't answer the question, don't. However, when I'm asking questions about the support center in a thread titled support center, I highly doubt I'm going off-topic.

That is about as logical as saying in Stephen's thread "Potential Icons" posting about who I look up to as an icon, as it is relative to the title, rather then posting about the actual content, would be on topic.

What the hell are you talking about?

The question has been answered. The discussion has switched. Therefore, the topic has switched. You were one of the people who helped switch it.

This is how threads go on a forum. Are you guys new? Why are you being so naive? rofl.

Stop arguing about what the thread is about. If you cannot discuss something without arguing, I will simply close the thread.

Malinko:

The man, the myth, the legend. the liar

if you want to see old support tickets go to zone's I have had more tickets die of old age than I have posted here probaly. then again thats probaly why they ignore them. forum pm's to the staff member's of zone are always ignored :(

Malinko, my boy. Please go elsewhere if you have no idea what the hell you are talking about please. I would love to get answers from someone that knows something.

You just work on GK Debug. Congrats.


Lance never had access to changing accounts from my knowlege, nor did Jagen. They had little staff tools and access to the sandbox, that is it. Loriel was the only one to my knowledge that had access to changing accounts.


Again, I will stress Mykels point. The Support Center is a place for support. IF we aren't getting it there, why should we have to go around bugging people like you to talk to Stefan? Why should we have to make posts here to remind him that stuff needs to be taken care of? Why do we have to PM or Email him a hundred times to get one thing done?

This is retarded.

0 parts legend, 3 parts myth.

Malinko, go away and don't reply to my posts which you know nothing about, and have nothing to do with you.

This is about the support center, not you trying to start a fight with everyone.

New Feature:
Report Support Jam.
Button appears on tickets with no action taken in a week.
Sends a high-priority message to the Support Center Readers.
Ideally, Jam Reports will be responded to promptly with a blanket "Eep, hangon, lemme take a lookit...", followed by "Oh, right, sorry - I forwarded this to Stefan, because the MUD Database is his territory, but he's been in the Fortress of Solitude trying to get Graal3D ready to ship by deadline...we haven't forgotten about you though."
Caveats: If nobody responds to a jam, those who were responsible so to do get in trouble.
If somebody abuses the Jam button, "Corrective action will be taken" same as if they were spamming here or on the client.

Standing issue: There will always be some issues where everyone just stands around gawking, and there will always be a vast majority of issues that only Stefan can fix. And we only have one Stefan to fix them. And he's rather (justifiably!) resistant to other people trying to set his priorities.

No. No, I am not kidding. His question was answered, correct; though, no where do I see him shifting the subject. He asks the reason it's taking so long, but did he attempt the suggestions that was given in the answer? I assume not. If he perhaps tried to do the suggestions which were given, perhaps his problem would be solved. Whoa, I didn't state that I was on topic, I'm as much off-topic as others.
lolusofunni.
Grow up.
I don't know? Hah. I've been on that support center before and for ages now. I know what goes on there. As soon as I read the topic and contents of this thread, I asked unixmad himself for the statistics of the support center, which were provided to me, and thus, it seems like most tickets are being answered.
Thanks! I just do not work on Kingdoms Debug, I work for Stefan and unixmad, and I'm the one who reports and reminds both of them of these sorts of things, whether it's dealing with new content, suggestions from people, and/or restoring players. Ask other players, I've gotten Stefan to restore them within a few days, even some instances on the same day. Though, your ignorance of not attempting the suggestions which were given as answers will cost you to wait.
I wouldn't know about Jagen or Loriel, though, I do know Lance had the power, because back in the past, when I had asked Stefan to restore accounts, he would confirm it, and have Lance do the task.
I agree, with Mykel and the point you are stressing, the GraalOnline Support Center is a place for support. I know that, you know that, we all know that. Of course, there is nothing wrong with acquiring support in some other manner. Would it kill you to ask someone to ask someone else for you? Hey, if your support is given, isn't that what you want? It's better than nothing, right?
That's the fun of it. Well, for me.

You do realize that he posted and agreed with me. You know, the guy who started the thread. You're wrong. Just admit it. It feels good. Give it a whirl.

Hm. I'll think about it.

I'm not stating that I'm right or wrong, but what sort of ignorance can someone have to ignore the answer to his/her problem? If one wishes to ask how to get their problem solved, and it ends up not getting solved, then asking others what should be done, then I would figure that person would attempt to do such a thing. As I said, there is nothing wrong asking others to get their problem solved. We're on GraalOnline and we all know that connections are something valueable. zell12 didn't get support, perhaps there's a reason behind that, which no one knows, but in the end, he should keep attempting to find some staff to help him get that support. Simple as that.

I refuse to argue with you. You win. Do us all a favor and stop posting in this thread.

Erm. I'm not arguing at all. Seems like most people think of that when it's a discussion! Ironic, right? Why would I stop posting in this thread? I have the right to. I'm wondering, what is the damn harm in contacting people individually? Won't hurt you at all if you attempt to, perhaps problems would be solved. I'm sure zell12's request would get done, too.