I believe I remember support mentioning they had a thread at some point where names were being put forth as potentional candidates. I'm sure they are working on it. :)
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Heh, good luck. I've been saying it (along with many other people on SG) that the support team is comparably small considering how many members are registered. But hey, who knows. There may even be an actual reason for that. Who knows. cg doesn't ever mention this issue although there were many complaints and suggestions in the past years.
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Yea, I guess I can understand that the support team would be kept small to prevent any sort of mod abuse.
But thinking about it further, mods might consider the creation of a subset of the support team. A larger group of mods who have less power (such as can't perm ban but can escalate cases to more senior mods if needed) that maybe only look at cases of non-activated GA wins as those cases are either they activated or they didn't. (i.e. there is no subjectivity to them) It would probably greatly help to clear the backlog of reports for those types of infractions and not create the uncessary risk of a lot of mods running around the site.
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Such a system is already in place. See the Roles page for detailed info on who is allowed to do what.
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Haha well then... I guess the only thing left is to encourage the current mods to add more people
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cg actually. cg is the one who does that stuff... or at least, should be doing that. The mods and support can't add new support members as far as I know.
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Hey, what a coincidence! Everyone in support is also saying we need more people on staff!
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I can not answer tickets with the best of you. Hire me!
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Haha, well, thanks for helping with support and I hope you end up getting the staff you need!
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Sorry to bump an old thread to ask, but is there a process to actually apply for a support role? I'd love to help the site and take on any tasks where you need an extra pair of hands/eyes.
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Definitely feel they need to add more mods - I've got a few tickets open right now that I'm waiting for replies for and was just wondering how long it might take to get some action on them. 4 weeks is a long time to wait for action on a ticket.
I think the subset support team is a great idea, those that can handle those people that are not activating games or are re-gifting them. Hopefully they do something soon.
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oldest ticket open for only 4 weeks? your are really new on SG hehe
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add more support
or
ban more people?
both will do wonders to improve the ticket queue!
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If we have no members, there will be no ticket queue!
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I don't know if the problem is a matter of training people, paying them or what, but like jbondguy007 said, it's been mentioned for a while and it seems to be up to CG to do something about it. Getting him to come and drop a rule revision on the site was surprising enough.
Edit Forgot to add that I'd also be more than willing to help go through support tickets but understand if admins would rather have more senior members of the community do this
Same.
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Also add more slots to the black list ... 1k is not enough :c
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Would be nice to see more support but the admin, cg, is rather slow to do anything :/. He did surprised me when he spoke up and clarified the rules around ref links, so there is hope! :D
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People suggest this all the time, and no one knows why cg doesn't do it.
Has anyone ever wondered if maybe he's a bot? Just a joke in case it wasn't clear enough.
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not many users are mature enough to be qualified.
Some of us are. In fact, some of us are professional support/tech people in real life.
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I'm a tech support in real life but I've had my fair share on becoming mods/staffs/admins for forums. Heck, even when I'm paid to do so it's sometimes getting in my nerve, let alone free support like in SG.
Gotta say I'm done with that :))
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Do I spot another applicant for support here? Teddy, you wanna have that shiny tag next to your username?
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As the site grows bigger each day and more people come and join it, it would be normal to see the number of support members grow as well - sadly, this is not happening. Another problem is the lack of support for steamtrades. Not every steamtrades user has a steamgifts account, so if you want to report him/her, how are you going to do it? By calling his/her parents and asking them to scold him/her? :P
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I think that this topic comes up at least once a month or so and it has been that way ever since I joined this site over three years ago. I have a ticket that is a year old that I will probably never get it resolved so don't expect miracles.
What's frustrating is the amount of people I see lately complaining about how long it has taken to get a re-roll request approved. There's no reason for anyone to wait for those IMO.
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Some tickets which are from SG v1 can't be seen by the mods, so you might as well delete it.
I think Ronix told us a while back.
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I'm pretty sure that the site was already on V2 when I submitted the report and I got a response back then from a mod saying that my issue was in the Admin's queue and they would take care of it but never did. I have closed that ticket and opened a new one and am trying again. Hopefully this time I get a better result.
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If it's in the admin's queue already I don't see much of a point since cg is the only person who can answer it :/ Which sucks
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It must either be one helluva queue if I have waited a year and still nothing or they aren't be addressed in a timely manner. I'm guessing that the second issue is what the problem really is.
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In all seriousness, really, this is absolutely necessary and a very valid point to consider.
SG Support needs more people! I have tickets still open after 2 years, and many open for months. My latest tickets were two requests for a reroll and only today (6 days later) only one was solved (thanks jatan11t!) but the other is still pending... I know it's not the moderators fault, they have real life issues and can't be here all day, but if many more people would be helping in Support just a few minutes each day, many cases should be solved much faster as it should be.
(Or at least give the possibility to giveaway creators to reroll only once per giveaway by themselves... :P)
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Agreed, I have a ticket been waiting almost a week now asking to delete a giveaway I won because it was region restricted so the owner could repost it with the proper restrictions listed.
Not wanting to say I got it and risk another ban from not having it in my account nor do I want to see I did not receive it and risk them getting in trouble for not sending the game when they did try to and it was legit, just wrong region.
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I have a ticket been waiting almost a week now asking to delete a giveaway I won
Did you mean they sent in a ticket? Because you can't send in a ticket to get someone else's giveaway deleted, as far as I know. :X
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I sent in the ticket but yeah, it was their giveaway and I had won it. Hopefully they do something about it.
I am not making it as received or not though due to it being region coded and not trying to either of us infracted for it.
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It's a thankless, time-consuming job for no pay.
I think it goes without saying, the vetting process must be a pain in the ass.
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I got 4 tickets open at 6 months or higher.
What's your record so far? :>
Granted, they're low interest, low importance tickets,. but still it would be nice if they were handled at some point in the nearby future.
I'm sure a moderator or two could do a lot to clean up the undoubtedly massive backlog that the site is struggling with, so that the admins can focus on the more difficult to solve ones.
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I nominate SadisticChicken for mod. She will stab all the tickets and the problem will be solved. :P
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i personally sent a message to Ronix recently asking for a ticket to be resolved and it was within minutes. in that message, i said i was considering making a forum post about said ticket because i've seen that complaining on a mass scale seems to spur action quicker than just waiting (and, of course, bumping tickets does nothing and if you make a new ticket, it seems like that would only move you further back in the queue more-so than bumping) - Ronix contended that making such forum posts really doesn't help and only lamented that
Unfortunately while tickets always grow in number, the amount of free time usually does the opposite :(
as doctorofjournalism said a couple posts ago, such a shit "job" (because no pay, not to say it's not work, because it absolutely is) tests the patience of even the most calm; how the, what, FOUR FIVE mods(?) Support(?)(idk, the officials what handle tickets) are able to juggle this entire site is beyond me; i can just see if even one of them quits, this whole site might collapse.
there really is no excuse, we sorely need more mods Support, period
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Part of the reason new mods haven't been added yet, is that cg has been working on a set of Standard Operating Procedures for all support members. Progress is slow though, as he has higher things on his life and website priority list. Once the SOPs are complete, we can easily add new support members who can be effective right away as they'll know how to handle all sorts of different situations.
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That's great! However a lot of problems would stop if that was made transparent and open information instead of having to duck and dive through months of threads to find that out. I'd say a monthly update on the state of the site from him would be good, as he's clearly active still in the development of the site. He's posted a few times recently from migrating servers, to adding emotes, to changing the gleam giveaways feature. If he can't handle a monthly update, then every 3 months maybe? A forum address with the direction the websites going? What new things are in the pipeline if any. Or even just an update on his life, whatever, just to hear from him would be amazing to allay fears or complaints people have.
Just any kind of update like "I'm looking into hiring more mods over the coming 6-12 months" would quash a lot of complaints. I feel like a lot of people felt like nothing was/is happening, that's probably a bigger complaint than "support tickets unanswered". Especially when things like rerolls could be done with a Bot for sure? Its clear everyone now is aware of the daunting task mods face when it comes to tickets, forum moderation, suspensions etc etc etc. We've seen less and less "support are shit" threads and more "help out support!" threads.
However, good news that there is mods in the pipeline AND even better news that CG is giving them a Standard Operating Procedure as that was sorely needed as well! Thanks for that update, I wish there was more!
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I know I haven't been here long but I've noticed a lot of rule breaking that goes on among the SG population. Namely, there are a lot of people who are not activating won gifts and often times re-gifting the won gifts as well. I've submitted a few tickets for people and I assume that at least 1 person reports most re-gifters but I hardly see people get suspended or banned for this.
Looking at the length of time my oldest ticket has been open (4 weeks), it seems as if the mod/admin team just doesn't have enough manpower to go through all the tickets. Have admins considered adding additional mods/admins to help with the support system? Seems like a good amount of generous people on the site that I'm sure would be willing to donate an hour or so a day to help clear the ticket backlog. I don't see a ton of risk either in promoting people to give suspensions, especially for non-activated GA wins, since most cases I assume would be pretty cut and dry. Looking around the site, it looks like the last time admins were added to SG was a year ago or so (in announcements thread)
Edit Forgot to add that I'd also be more than willing to help go through support tickets but understand if admins would rather have more senior members of the community do this
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