Can there be an option to close support tickets without marking them as resolved? I have tickets with old bs I don't even wanna deal with anymore but I certainly don't want to leave them as resolved, and pretend like certain staff were actually helpful or doing their jobs properly.

What I could call a certain former staff

6 years ago*

Comment has been collapsed.

Does it really matter? Not like anyone will be reviewing closed tickets and moderators' performance anyhow.

6 years ago
Permalink

Comment has been collapsed.

Yes, it really does matter to me. I wanna close some tickets but I certainly don't wanna say the issue was resolved when it wasn't.

6 years ago
Permalink

Comment has been collapsed.

I'd say its pretty important - you may have to repeat the ticket later down the line, or even have to submit it as evidence to a court if dealing with harrassment etc. Having only the option to mark as "resolved" would suggest the problem went away - rather than been ignored or missed by moderation staff.
Just one example of course, but yes, I agree with you on this!

6 years ago
Permalink

Comment has been collapsed.

I would matter to me too.
I have an one year old ticket still open. But I refuse to close it. It serves as a reminder.

6 years ago
Permalink

Comment has been collapsed.

I kinda see your point, I guess - Personally I don't see any point to it, but that's a personal opinion.

6 years ago
Permalink

Comment has been collapsed.

Not like anyone will be reviewing closed tickets and moderators' performance anyhow.

...except the Mods and Admin.

6 years ago
Permalink

Comment has been collapsed.

Really? That's honestly surprising - Considering a ticket was not resolved for a very long time, I'd be doubtful the mods would bother checking them after they were closed.

6 years ago
Permalink

Comment has been collapsed.

As I mentioned, below, we do a lot of cross-referencing. It would create problems if the other Mods were unable to follow what you did and why you did it.

6 years ago
Permalink

Comment has been collapsed.

Why have 2 buttons that perform the exact same thing? It's just semantics. If voicing your opinion makes you feel better, even though nobody is going to see it, edit the ticket with a note saying that you are marking the ticket as resolved because you don't want to deal with it anymore, but you are not happy with support.

6 years ago
Permalink

Comment has been collapsed.

Maybe I'm just being petty, but marking it as resolved to me is resigning to reluctant approval of thier moderation. And I don't want to do that. I am willing to be fed up with dealing with it to just forget and ignore the issue, but I'm not gonna to accept it.

I realize it's stupid, but not marking it as resolved is important to me.

6 years ago
Permalink

Comment has been collapsed.

Why not leave them open then? A ticket can only be open or closed, "resolved" wether or not someone agrees with the outcome.
If you close them you're practically stating you don't care about them any more.
If you do still care about the outcome then don't close them.

6 years ago
Permalink

Comment has been collapsed.

because I don't wanna deal with it anymore. I'd rather just clear up the queue and move on.

6 years ago
Permalink

Comment has been collapsed.

yep you're being petty..
either mark it as resolved/closed and move on, never to deal with it again, or leave it open.
Simples!

6 years ago
Permalink

Comment has been collapsed.

Wouldn't call it stupid. If i don't think it's resolved then it ain't. Can totally relate.
But i would just leave it open. Why close it?
Edit: I saw what you wrote. It's not really a question. Just wanted to emphasize that i would leave it open.

6 years ago*
Permalink

Comment has been collapsed.

Deleted

This comment was deleted 5 years ago.

6 years ago
Permalink

Comment has been collapsed.

No, I actually can't resolve them. I need an asnwer. The staff involved is now gone though, though there are srill other staff memebers who were involved who are still here.

6 years ago
Permalink

Comment has been collapsed.

Deleted

This comment was deleted 5 years ago.

6 years ago
Permalink

Comment has been collapsed.

I was pretty annoyed when support “resolved” my user reports without actually doing anything.

How do you know that nothing was done? You have no way of knowing what actions Support Staff take aside from a few obvious manifestations. I am not saying that it is wrong to feel annoyed, only that you are drawing conclusions without evidence to support them.

6 years ago
Permalink

Comment has been collapsed.

Deleted

This comment was deleted 5 years ago.

6 years ago
Permalink

Comment has been collapsed.

One thing about User Reports is that they do not allow feedback from the Mods. On the one hand, this spares us the time and energy involved in a discussion about the user in question. On the other hand, it prevents us from giving you any kind of feedback or soliciting additional information. (I can't tell you how many User Reports I've seen where no information is provided at all. P)

6 years ago
Permalink

Comment has been collapsed.

Deleted

This comment was deleted 5 years ago.

6 years ago
Permalink

Comment has been collapsed.

How do you know that nothing was done?

I have to confirm this observation. I had a 5 year old open ticket about a wrongly chosen game GA (declared as a better version than given, Gold version vs base game, to get full CV (its equivalent back then)).
I noticed it got closed, 13 hours ago at that point, with no action taken.
How do I know that? The wrong GA is still there, user not suspended neither.
How do I know what the correct action is? I had another such ticket for a same issue also 5 years ago. With luck it got handled those 5 years ago back then and the wrong GA was deleted.

So yes, it's not just imagination of the users.

User Reports is that they do not allow feedback from the Mods

I have one (and exactly one) with a mod reply. That may have been thing of the past though, I'd presume.

user who created the ticket may not like having it "hanging around."

I don't mind, actually I was proud of having a 5 year old open ticket. ^^ Now that it's closed I'm sad :-( Can you re-open it? ;-)

6 years ago
Permalink

Comment has been collapsed.

Both users and mods could reply to user tickets. But this ability was closed some time ago.

That's why you can have reply in really old tickets. But not in new ones.

6 years ago
Permalink

Comment has been collapsed.

Yeah I guessed so too (but only for user reports)

6 years ago
Permalink

Comment has been collapsed.

I noticed it got closed, 13 hours ago at that point, with no action taken.

Action was taken, just none you would see (aside from the closed ticket). Both parties are currently inactive.

6 years ago*
Permalink

Comment has been collapsed.

[Drat. Wrong spot. P]

6 years ago*
Permalink

Comment has been collapsed.

An interesting idea. There are times when Support would like to leave a ticket open as a reminder to ourselves (e.g. an ongoing investigation), but the user who created the ticket may not like having it "hanging around." With all of the cross-referencing Support does, we are able to track relevant tickets whether they are closed or not, but we do sometimes want to leave one open.

6 years ago*
Permalink

Comment has been collapsed.

If you as ticket creator mark the ticket as resolved it will Show as canceled in the ticket overview not as denied or resolved.
I do not know if that is what you are looking for.

6 years ago
Permalink

Comment has been collapsed.

What? Closed tikets show up as denied (by support) or resolved. Even ones you closed yourself.

6 years ago
Permalink

Comment has been collapsed.

I really depends on the kind of tickets. Certain tickets like rerolls and deletion which have an action attached to them will show as either Approved or Denied (by support) or Cancelled (by yourself).

Those that do not trigger an automated task, like "User report" or "Other" will show as resolved no matter who closed them. The only difference in this case would be the footnote saing "Closed ____ ago by _________"

6 years ago
Permalink

Comment has been collapsed.

Ahh was not aware that those things are handled differently.
Since the only tickets i cancelled on my own where all for a reroll request i had the impression it would be the same for other types as well.
Thank you for the explanation.

6 years ago
Permalink

Comment has been collapsed.

"don't even wanna deal with anymore" = "resolved". Anything can be resolved in different ways - one way is actually changing something about subject, and other is changing attitude towards subject. If your attitude changed, then mark is as resolved and close. If it hadn't changed enough to mark it as resolved - you shouldn't close it.

6 years ago
Permalink

Comment has been collapsed.

" Closed 2 days ago by xxxxxx"

  • And there are no comment about it. Why?
    How it solved?
6 years ago*
Permalink

Comment has been collapsed.

When it was a "User Report" Ticket here is the answer :)

6 years ago
Permalink

Comment has been collapsed.

and i though 3 weeks for my ticket about a person using multiple accounts was taking too long.

remind me to check on in 3 years.

6 years ago
Permalink

Comment has been collapsed.

Tell me about it but it's a great way for some to protect their buddies. ^^

6 years ago
Permalink

Comment has been collapsed.

Sign in through Steam to add a comment.