It can take a while for them to respond. They get a LOT of tickets.
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It's usual situation... Support team is not very big, so most support's work concentrate on high-priority tickets, as I know.
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Depends on type of tickets & its priority. Request reroll tickets are handled within a week, while user reports are handled within.. very long time I guess as I've heard.
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I had a user report handled in 2 days and one in 1 day
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I was mentioning somewhat worst scenario time period that may take as per complains I hear.
As per my own experience never had to wait too long. I have reroll request handled shortest at just 7 min to the longest 7 hrs 11 min.
While user report at just 6 hrs 23 min.
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It depends upon the kind of ticket. Things like re-rolls tend to get taken care of within 24 hours. But, things like game add requests may take a couple of weeks since they aren't critical (I have one of these right now that's been out there for about 1.5 weeks, but they've finished re-roll tickets that I opened after it).
You have to remember: millions of SG users, and only a handful of moderators. For many kinds of tickets, you just have to be patient. They're overextended and do this for free, so try to keep that in mind. If something gets really behind, you can try various things to get the mods' attention. Just remember to keep things respectful and understand that 99% of the time they're just short on staff and are doing the best that they can.
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millions of SG users
Actually, not millionS, just 1.
But yeah, low priority tickets take ages... usually I just end up closing my tickets when they've been pending for too long because I've stopped caring so I guess the best thing to do is help reduce the queue.
NB: currently about 20k tickets in the queue and 6k new tickets per month https://www.steamgifts.com/stats/community/support
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There are only a few 10k active users, definitely under 100k on a monthly basis. Number of registered accounts is meaningless when majority of them are abandoned.
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Fair enough. Still, given the number of tickets generated by even 10K users, it's incredibly difficult to keep up with the demand with a limited number of mods, so my point remains exactly the same. ;)
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Yes, I just had a reroll done within 12 minutes and my user reports are being processed almost daily :P
Depends on a few factors and we do need more staff. "Other" category takes longer than I would like.
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And I've been waiting over a week for a reroll. :/
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In my experience, rerolls are usually "fast" (sometimes less than half an hour) but can indeed take a few days (I don't think I've ever waited as long as a week though, I think the longest was like 3 days). I've never had any replies to my user reports though, I know one was processed after a few weeks and I'm not sure about the others but I closed them after a month or 2.
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They've been fast for me too in the past. I used the get a reply within a few hours but this time it's taken much, much longer for some unknown reason.
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I got a ticket support for deleting giveaway because of Region res. both me and the winner agreed to just delete it, but it's almost a month now, no one still respond to my ticket. so I just don give a damn.
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Does support work?
Unfortunately, we decided to do a weekend work retreat at Hotel California. It did not pan out as we expected :/.
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I heard you can check out anytime, but you can never leave. Can you confirm?
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Can confirm it has self checkout, but cg lost the car keys and we carpooled from the airport. Uber from the middle of the desert is too much so we are all doing our best to find them. Will report back within 10 minutes to 20 years.
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Longest I've waited has been 1-1.5 weeks, which really isn't a big deal to be honest. There's many users and many giveaways on here and only so many staff to verify these tickets.
On average, my tickets are usually only open for a ~5 days.
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lucky you! I usually wait around 2 weeks to a month haha
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Ya 1.5 week is the max i experience, maybe there can be 2 weeks.
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Yeah, they'll get to it. It'll take some time.
I do feel for the support/mods because they're essentially trying to shovel the driveway during an avalance here.
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I think issues get especially complicated when support sends tickets to support which then sends even more tickets to support, all of that being sort of: https://www.youtube.com/watch?v=11qBpDVvnKY
Other than that, if there were a SGtools GA-entry requirement of "Propose a ticket solution to be able to enter GA", I think that could help quite some to lower number of tickets. For the average user it would be quicker than an e.g. jigidi puzzle, and support would just have to confirm or deny proposed solution.
Anyhow, if that ticket of yours is about reroll of one of your GAs (something the community can not help you with on the forum), then that seems an example of where in past mentioned idea to automatize rerolls, when winner clicks so, would be helpful.
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Well, this tread did the job. I finally got that re-roll.
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This is something that gets brought up a lot, I feel like it might be worthwhile to try and recruit some more staff from within the community to help out, I'm sure it would help the rest of the current staff a lot.
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We really need to have automated rerolls if both parties agree - although that could only work for public giveaways, as having the option in groups would be too easily exploitable.
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Situation got worse in the last months. Reroll tickets can take more than a week to be answerd so in the meantime you will get a "Not received". And "Request received feedback" tickets can take up to three or even more months.
Yes, we need many more support members, maybe even 20 new support members.
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Does support work? I've made a ticket 1 week ago and there is still no answer
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