WoW WotLK Classic: Waits From Hell – What About Ticket Support?
When encountering an in-game issue in WoW or WoW WotLK Classic that prevents you from playing normally, the first option for many players is the internet. Open browser window, type problem and see if other WoW heroes can offer a solution. The second option in most cases is to open a ticket with in-game support.
With the launch of WoW WotLK Classic, the frequency of errors in online role-playing games has increased again – as after almost every major patch. Consider the Battle of the Undercity. For ten days, the scenario was an unparalleled bug festival, and the WoW developers seemed to be working with new hotfixes every day to fix this popular scenario that every hero wants to play through in their career. It is similar in the live version of World of Warcraft (buy now ) off when a large chunk of content is unlocked. Hardly a day goes by without hotfixes, some of which are significant. A problem just had to be fixed to ensure that Worgen their starting area couldn’t finish.
If you decide on the option of opening an in-game ticket to customer support, you will again be confronted with waiting time estimates for the answer, especially in WoW WotLK Classic, which make the ticket creators’ hair stand on end. The system sometimes displays waiting times of several days or even weeks – does it really take that long?
Where is the problem: staff density?
Many players suspect that the savings in Quality Assurance and customer support at Activision Blizzard made in recent years is the reason why they sometimes wait 30+ days for a ticket response. It is assumed that there are not many Blizzard employees in customer support anymore and, depending on the number of tickets that come up, they do not have as much time (due to a lack of power) to take care of the inquiries. After all, in a regular working time of eight hours, ten employees can process more tickets than five. In this respect: Yes, one problem will be the personnel density in Activision Blizzard’s customer support.
Where is the problem: priorities?
There are issues in the game or with your account that are urgent and non-urgent. For the players is logical: I have my problem now and I want to have a solution soon. However, the supporters have to consider which problems are the most important and, unlike in a triage system, the tickets are very likely sorted into a grid. Has an account been hacked? Priority A. Does a player want to merge multiple accounts? This is probably not so time-critical now and that’s why the ticket gets a flag Of course, we have no insight into Blizzard’s procedures and do not know which tickets are sorted according to which priorities. Also, we have no idea how many people are involved in WoW support in absolute terms and how many tickets are accumulating each day. However, it can be assumed that before an employee is presented with a ticket, a bot first scans through the ticket text in order to categorize it by keywords. Your concern may seem urgent to you, but not to the system. However, other WoW fans strongly advise against pushing your ticket under false pretenses, as this could result in account penalties. As already mentioned, with great content comes great responsibility. Means: If the Blizzards publish new content that could not be tested down to the smallest detail, errors will occur. And since time immemorial, the developers have not managed to deliver an error-free update. This is mainly due to the fact that the players themselves are much more creative in triggering or investigating bugs. And the player community is vastly larger than any QA team that a development studio can put together. Another point: WoW players play the widest variety of content, while few beta testers have the time to play a character through all of World of Warcraft’s content, let alone more than ten (any class, say). If a content update is released with numerous gamebreaking bugs and more players come back to the game with this update (such as with the release of WoW WotLK Classic), then the volume of tickets naturally increases, especially those reporting a serious bug. In addition, there may also be players who don’t know any better way to help themselves with a problem than contacting support, even if it’s not a critical bug. So it comes to a traffic jam – and thus to long waiting times. The waiting time shown in the game after opening a ticket is an estimate. It may be that the processing takes longer – or happens after a short time. However, the problem of long wait times generally arises based on many different factors, some of which are mentioned above – and there may be a few more. It certainly doesn’t help that in terms of Activision Blizzard Customer support and community management was saved. And that the Blizzards released WoW WotLK Classic and Overwatch 2 almost simultaneously. Sometimes problems can also be solved without Blizzard’s intervention.
Currently, however, many players who are themselves affected by long waiting times do not recommend using the in-game support, but choosing the route via the customer support forum. And then there’s certainly the path via the WoW subreddits – if a post is clearly visible there, there is a high chance that Blizzard employees will also see it. But that should actually be your last step.Where is the problem: amount of tickets?
And what can be the solution?
Reference-www.buffed.de