Are there different support people handling different support requests?
Yes
https://www.steamgifts.com/roles/support
You can in the "Support Permissions" category that for some ticket categories, support members don't have the "Moderate" permission. These categories are only accessible by moderators and above and they include user reports.
Also you can see the stats page : https://www.steamgifts.com/stats/community/support
There are currently 30,064 user reports pending vs 87 reroll tickets
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Thanks for the info. :) Can I ask how the review order is picked? Like why is my 6 month old handled (it was handled quickly if I recall correctly) and the 9 month old one not.
There are currently 30,064 user reports pending vs 87 reroll tickets
:O
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For most categories, it's handled from oldest to newest, but for a category with such a large backlog that would mean spending all your time reviewing years old reports that would most likely no longer be relevant in most cases, so I'm pretty sure that's not how user reports are handled. I can't speak for mods but they probably try to do a bit of both, for example answering a batch of recent reports, then a batch of older ones. That's why the time it takes to review your reports can seem random.
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If I may make a suggestion, mark cases over X months old as expired, like a statute of limitations (or whatever it's called when a felony gets too old to get charged for).
It would help the support not feel as overwhelmed. And let's be honest, if a person is so bad that he made something wrong several month ago and still does it, it's likely there's going to be more recent user reports on him. But if it was a one time only offence, it's not the end of the world if he doesn't get punished.
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When I inquired previously, staff clarified that User Reports are processed in a [when all other reports categories are done, attempt to do as many recent User Reports as possible] approach.
They've noted that if your report is still relevant, you can close your previous ticket and resubmit it.
You can of course always manually close a ticket yourself, if you feel it has 'reached a statute of limitations'.
Not really seeing any reason that there couldn't be an automatic expiration cut-off as well- certainly not like those reports are ever, ever going to actually get tackled. :P
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I can close it myself? I thought once I had sent it off I couldn't do anything. Can't reply or anything to it.
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When looking at a user for whatever reason, we have a tool that also shows us any open User Reports for the individual. Likely a mod was looking at those users at some point for your closed tickets.
And your open ticket really isn't relevant anymore. It wasn't even relevant 20 minutes after you created it, as the user had a minor forum infraction which he then edited and closed the thread.
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Yes, exactly! Which is why an expire date might be a good idea for reports. :)
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But there are plenty of times a expiration date would not be applicable. Non-activations, multi-accounting, scamming, etc have no statute of limitations.
What can alleviate the situation a small amount is individuals like yourself making a judgment call on the relevancy of your own outstanding tickets, and closing those that are no longer necessary.
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I agree, and until I made this thread I didn't know I could do it myself. :) So hopefully some other nice individuals have learned something as well!
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I have a 5 month old one for a DLC that I used to get CV for but now it's at zero because the game was removed from Steam. I was told that it was in queue but it seems that five months is a bit long to still be waiting for it to be fixed.
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Don't think that's anything that can / will be fixed? Kind of like when a game drops its permanent price, you lose CV.
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This is a known issue with SteamAPI reporting wrong pricing for certain games. It's in admin's queue, but it will take a while to fix.
That's the message I got. I would assume that if they couldn't they wouldn't reply with a message delivering false hopes.
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I have a similar issue and they also answered that it was added to the admin queue. It's been about 5 month now, it's just long because I don't think there's too many admin.
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i have one 9 month old too ,support is good but slow ,mby because there is too much offenders :))
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http://i.imgur.com/WgbDHM5.png
I know about the SGv2 thing, I just wanted to show OP that I am more badass. :D
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Ahh soo thats why rerolls are reviewed in like few hours and reports on users who regifts are 7 days old and more.
Okay I can accept that now. Thx for info.
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Well I needed to know whats up better this than making new topic xD
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Year ago there was like 30k user reports. Now it's ~18k. So moderators did enormous job digging through it and closing old tickets.
Tho there is still ton of work to be done >_<
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It might just be my OCD talking, but whenever I click on the Support button I'm greeted by unhandled reports and it kind of bothers me. Now, let's get it straight out of the way that I don't report a lot, these three are the only three users reports I've made in my SG career. But I find it interesting that even if the workload for the support is huge, a 9 month old case is still not marked as handled when the 6 month old one is.
It does however make me feel like even if my reports are accurate based on the site's rules, I'm wasting my time reporting them. A 33% handled rate is quite poor. Or perhaps they have been handled, but the support forgot to mark them as handled?
On another note, handling of rerolls (which I've made 3 of) has gone very fast and smooth in each case. Are there different support people handling different support requests?
EDIT:
I was clueless, and perhaps others are as well, but if you feel your case isn't that relevant any longer, you can close your support tickets yourself and reduce the stress on the support. To do so, use the button in the upper right corner of your ticket to edit and close it yourself.
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