Support Ticket Response Feedback

[Bararuku]

This is more for the help desk for the support portion of the website. It is unacceptable for a ticket to go unanswered for more then 24 hours at the least. It is highly unprofessional to set an automated response to notify the ticket poster a 3 days after submission of a high traffic issue preventing communication on the posters ticket. I have submitted a ticket 9 days ago about a dojo clan tier not reducing from moon after removing the barracks and being unable to afford the 25 forma cost for two separate barracks I had destroyed unknowing that it is a requirement to have those barracks in order to reduce clan tier. Design choices aside, dojos are a community based system, and it is astonishing that I have had to wait with no response from anyone on the support desk about this issue, while I have other players waiting for me to build the dry docks so they are able to interact with other parts of warframe.

From my experience working help desk for a third party computer support company, it is required to acknowledge tickets by someone on the help desk team within the first hour to two hours of a tickets submission on top of the end user getting an automated email and response in the ticket history with details and expectations on wait times for support. With how support works from that company they have tiers of support that level based on 3T (Time to Touch) first tech has 15 minutes to respond to ticket, assess the issue, then correct the issue. If correction cannot be completed in the time allotted then it would be raised to a more experienced engineer who has more time to work on the ticket and repeats the process if the issue was not resolved.

It took three days to get any kind of response on the ticket I submitted, which was an automated response apologizing for delayed response times. Except there was no response, because there is no history telling me that my ticket has been assigned to a tech I am assuming that it is just floating in the void of the board. I get its a different company, different rules, different values but honestly going back through my ticket history the longest I have had to wait on a response was two weeks and that should be unacceptable from a help desk standpoint.

 

At present, my dojo had enough forma to build the storm barracks but requiring anyone to produce 100 forma for an issue that shouldn't exist is in poor taste and even more so when you make a group of players wait this long to receive any meaningful support for this issue.

[Bararuku]

14 days since I submitted my ticket and I have still not gotten a response.

Edited March 20 by Bararuku

[Bararuku]

I have made a video and posted it to Youtube showing, what my issue is, explaining what effects my issue, and what reducing rank should be like. I have shared this on my ticket as well and I still have not heard anything from the help desk team.

 

Edited March 22 by Bararuku