Depends on the type of ticket I'm sure. If it's not urgent it may sit for a while.
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Lately? lol When were they not slow. They are very busy, and to my understanding doing it for free, not at all meant to be insulting them, but it's taken forever every time I've needed support lol
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Most "easy" stuff is resolved within a day or two. If it takes longer, it may be that
- it is in a low priority category
- can only be handled by moderators (and is in a low priority category)
- your documentation/ proof for whatever you requesting is insufficient
Take a look at what support and moderators are able to do. If it is something mods can't do, you are kind of out of luck.
Edit: If you requested a deletion of one of your giveaways that ended 5 days ago, you will need proof, that the winner was no longer in the group when the giveaway ended or the winner has to agree to delete the giveaway (which is not the case, as there is no comment in the giveaways (at least in one)).
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Many times this ^
Whitelisted for this good answer to a recurring question
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I had a similar problem recently, with my ticket not being answered. What I did is, I closed this ticket and created a new one. And this new ticket got approved after a few hours :)
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inb4 "WE NEED MORE SUPPORT STAFF!!!!111!!!!" rants.
It depends on the ticket. Some are more important than others and are dealt with more quickly in the queue.
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That's nothing compared to some of the waiting times people experience here.
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I heard rumors about tickets from 3 years ago, and some tickets that are stull from the old version of SG. I dont know when that happened am not close to 3 years registered on SG.
So it could be one and the same...
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Unless it's a reroll, very likely it will stay open. The system can't sort tickets, so if 20 people report one, then the person will get suspended, one ticket closed, and basically the others ignored - this is why support asked the community multiple times to not to report free game gifters during giveaways one by one :)
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Is support slow lately?
no, most seem fairly intelligent.
But now I have ticket open for 5 days and still no feedback from them. That's a bit unusual, right?
depends on the tickets. re-rolls then yeah a bit slow but not too unusual. very usual however for most everything else.
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It's not urgent to me, I can wait. It just seems weird to me considering how fast my previous tickets were resolved.
And yeah, I need deletion of some giveaways. In ticket I've included screenshots of Steam PMs by user that declines the gift.
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It's better to let the winner comment on the give-away.
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Once before I needed reroll. Mods told me to include similar Steam PM screenshots and ticket was resolved.
But I'll try this too.
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a screenshot can and will work just fine too, but a comment on the giveaway page is undeniably accurate whereas a screenshot could be photoshopped. it works, but commenting is faster and easier for them to verify.
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I waited almost 2 years for a ticket, just wait man.
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lately?? slow??? i'm still waiting my tickets of 10 months ago got an answer
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I just had a ticket resolved yesterday for a reroll. Took under 48 hours if I recall right.
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I asked the winner to comment on giveaway page ans say he declines the gift.
So now after he did it, is it smarter to edit ticket or just leave it alone?
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Don't edit or reply to the ticket. Bumping it will actually make it take longer. Just leave it, support will find the comment.
If it takes more than a week it may be better to close it and open a new one.
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+1, leave it alone.
chances are they'll notice the comment on their own anyways
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I would bump after a while, otherwise it'll Be lost forever (waited 1 year then started bumping, after 7 or so bumps (once per month) they replied).
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A support member responded on a thread that asked what to do when ticket wasnt answered, and he said NOT to bump.
Apperently it puts you back at the end of the line or something
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Hmm I pretty sure around 2-3 years ago they said that you should bump if it takes too long become it's put really far away otherwise, but I can't find that anymore though.
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this was what i was refering to: https://www.steamgifts.com/discussion/YYL5d/what-to-do-when-support-ignores-your-reroll-request#1Gg0QqT
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I submit a ticket 5 days ago and support has not answered yet
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Entries that can't be rerolled (no other valid entries available) and need a deletion that can be done by admin only and are pending for a few months.
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I've had two re-roll requests waiting for over a week. I'm probably just going to send the keys in another day or two so I can avoid being nailed for not sending the game.
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A few days is NOTHING
.
I've got a few tickets open that have been pending for over 7 months,. another few on 6 months, one on 3 months, and a more urgent, recent one that's a few days now - i really hope they respond to that one soon at least as it concerns some giveaways.
That said, I did a deletion a couple days back, and it was picked up in less than a minute.
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I asked for a quite obvious re-roll one week ago... I was just marked as someone who didn't sent gift because I'm still waiting for answer xD
Is there that much tickets lately?
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I've contacted support few times before and their response time was extremely quick.
But now I have ticket open for 5 days and still no feedback from them. That's a bit unusual, right?
I didn't want to post this in Bugs/Suggestions subforum because I'm not sure is there any problem. Please move it there if it's more suitable.
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