User reports don’t often get actioned quickly.if at all.
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IMHO it would be the best to have proper reports so no additional discussion between the ticket creator and a mod is required. None the less you're right. I never got the point in disabling discussion there. If there are too many reports we either need more mods or some changes to the system. Simply closing tickets with not enough information only leads to frustrated users making no more reports at all.
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Checks support tab:
[Names]
User Report - 1 month ago by Hassat
Pending
x a bunch.
So yeah I would go for more people solving those before making any tweaks myself.
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I simply reach out to user if I need more information. Previously made ticket, ended giveaway. It's rare to have someone without any way to communicate through SG. But it's for things like "Do not report creator if they did not send you game after 2 days" or "Do not create multiple reports on people that give free games, it's allowed now". Normal user reports do not require any response. Just describe what happened, instead of making user report:
User: Mskotor
Reason: Spam
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I think user report creation page could be worded differently. In stead of "Description (optional)" something like "Remember to attach all relevant information. Link to giveaway in question or comment, screenshot of infraction, short list which games are not activated".
But I think user could get notification that report was closed.
There is IMO enough empty discussion with like people that do not activate games and think they are in the right. No reason to have to discuss with ticket creators why action was not taken, while ticket creator thinks user deserves suspension. Or why suspension is not long enough. Etc.
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maybe you guys have a better way to keep track on this things, but I bet having everything on the same place would make things easier for you
There is a way to tie information to user profile. So if I reach user off-ticket I note it. So it's easily accessible to other staff. Not to mention I can forget after few days why I wrote to someone, and without leaving "string" I could have problem on my own.
Now I think I need to clarify, what I'm asking is to let us know the result of the ticket and allow us to give more information if needed, I agree that once a mod decides or not to give a suspension it's okay, there's no need to argue that
And yet we would have users that do just that, as I already saw tickets in other category. Asking why action was not taken, as "they were reported". Giving users place directly in user reports, where they can complain all they want doesn't look like promising solution :P
I think you may not know that it is possible to edit user report to attach more information. So only problem is that we can't ask directly for it.
So instead of opening user reports to comments I'd give notification what should be attached to report. Or give support buttons for "link to giveaway needed" "link to comment needed" that would notify user they need to attach more info to report.
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Yes, the "ticket closed", as example after a user report, without a message, without a minimum info is at best "frustrating". Sure you can check then the profile of the reported one and see then "punsihed/not punished" but it is complicate/time consuming and don't explain something.
And after over 2 years at this site i can say that the, everytime from the same staff members closed user reports to the same users, with for me and many others everytime very clear breaking of the rules, looks, special without a explanation, shady or easier said as you "only need to know the right staff members to come away without punishments (that other people recieve for the same rule breaks)".
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Then we agree here. Only that it's cg that would need to decide change is needed :D
And no notification about updated post. It works the same way for everyone.
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At least the support should be ABLE to contact the ticket writer in THAT ticket for ALL reports and not only for a part of them (depends at the moment from the category).
I had different cases that someone from the staff contacted me then at steam or in a old public GA to write me a sentence that he/she wasn't able to do in the ticket because the system don't allowed the staff member that action.
I don't see a logic reason for that limitation of the staff(s work).
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I don't see a logic reason for that limitation of the staff(s work).
Yeah, that at least doesn't really seem like a point for any argument.
Beyond that, I'd personally think the addition of preset staff summaries, eg:
> Not Enough Information Provided
> Staff Action Not Deemed Necessary
> Action Taken
Would probably be more of a positive addition than a detriment.
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Very good possibilities.
They give general infos but don't give too much to hit the privacy rules.
Would be in general, at least, positive feedbacks and not frustrating ones.
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User: Mskotor
Reason: Spam
END
Oh, you.. you saw that ticket, huh?
..how am I not on fire already?
Gods, this is scarier than if you'd just burnt me immediately. :'(
..wait, no. No, I mean, what ticket? Haha..ha..
BRB, I've got a purchase to make.. :S
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I feel as though you're just trying to trick me into lowering my defenses, so as to make it that much worse when you take action..
..but I don't actually have the money to buy any protective gear, so I guess all I can do is just go along with it..
You accept bribes, right? :X
Here, this is for you:
https://www.steamgifts.com/support/ticket/7O9vr/give-mskotor-the-position-of-most-bestest-awesomemest-supermoderator-dragon
..and totally not a flagrant misuse of the support ticket system. 🙄
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Yes, at least a "ticket closed" message would be great because a) people don't check their tickets if they are solved now.
Take me as example, over the thumb are 50 tickets open and i will not see if one is "solved/closed".
b) If a OLD(er) ticket gets "closed/solved" it will sort as closed/solved not at the day it were done, no, it would be sort in at the day it was created.
So in the reality i should know when i made all tickets, all user names and at least the category, to find later if it got closed/solved. Because that is my only way to know if the reported user got punished (if it was a user report in some way).
And to say it direct, that handling is stupid and unneeded overcomplicate.
For the staff members and the users.
I am sure you have tickets that question "where are the report" and "what action was done" and on top of that at least grumpy, frustrated users because they don't get a response and maybe after months they find out that a ticket got solved/closed but it is impossible to know then if some action were taken/someone got a punishment, because if suspended that would be ended before the user find out his ticket got solved, and no way to find out later.
The provided solution at https://www.steamgifts.com/discussion/pprCa/comments-on-user-report#g6RJ5gA sounds very good for me.
It is a "We need more info/can't do something without that", "it isn't needed to do something" and "we have done something" (without to hit the privacy thing with telling what exactly).
At the moment a ticket can be closed very sneakingly after months without someone see it.
As a sideeffect it is a mild solution against that and against the "my friends don't get punishments" (or at least not so fast as other "not liked" ones from that staff guys). What, from my point of view, 2 staff members do(ne).
I don't say that i am 100% correct with that feeling (because no response at tickets, besides the "closed" button...) but let me say that a group of people had the same experiences with their tickets to the same people and when a group of 5+ people have that feeling, over a timeframe from 1 year+, then i would say it smells fishy and not as all is imagination.
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Soon to be 12 months waiting on response to 2 tickets I have open...not gonna close them like I did with bunch of tickets long ago like during age of sg1 before redesign, closed bunch tickets becuase of same reason, they were around year+ old...
This time they stay open till someone/something closes/resolves them.
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I do the same... and when the hell freezes.... they will be open until doom
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I'm genuinely curious how many of those legendary "open for months or years" tickets are about someone was rude back in the day in a topic, or some similarly urgent and important thing.
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