I made a mistake on my giveaway so I created a support ticket 6 days ago but it's still pending. How long does it take for support to respond?

3 years ago

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Do you mean this?

Sorry to tell you because you made an honest mistake with the best of intentions and the version you gave away is actually more valuable but I'm afraid Support can't do Change Givaway Game tickets anymore.

That ticket category should really be removed because it just causes unnecessary confusion.

I'm afraid your best option is to ask the winner if they'd be ok with deleting the giveaway. They seem nice and resonable so that shouldn't be a problem.

But sucks about your CV :/


Edit: Actually they might be still be able to do it because if I remember correctly the requirement to change a giveaway is identical game name but only Mods, Super Mods and the Admin can do it (not regular Support members) so prepare for a looong wait if you wanna go that route. And I'm talking 1 - 3 months here.

It wouldn't be a problem for the winner to leave the gib unmarked in the meantime. Winners are allowed to do that indefinitely if there is a problem with a giveaway and creator and winner agree to solve it later. (for example the next time a game goes on sale)

3 years ago*
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That ticket category should really be removed because it just causes unnecessary confusion.

While I'm not sure about the change in policy that you're referencing, the ticket would still have utility regardless, namely in helping circumvent certain Steam API glitches [ie, where it won't allow entry for the correct listing, and so- with prior approval from staff and careful management of entrants, you can arrange to have the giveaway changed from a functioning listing (for the same game) to the correct (but non-functioning) listing before it ends]. Unless staff has stopped doing that, as well?

The ticket type is also useful for "upgrading" a listing, if you've listed at a less-valuable listing and then [after the winner confirms what version they received] want to update the listing to the correct (and more CV-beneficial) listing. That, at the very least, should still be a usage staff still supports, as I had confirmation of that fairly recently [though, with my iffy sense of time, I'm not exactly sure how recent that was].

Finally, the ticket's primary usage historically works both for changing games of identical name or different versions of the same game, so whatever source is being referenced for the change in policy would need to clarify both of those applications of the ticket as being outdated, as it may just be that only one was.

Gauging by Khalaq's comments below, it does appear that the "games of identical name" angle may have been pushed aside a bit (which, honestly, makes complete sense: That'd be much more suitable for a deletion than a Change, similar to how surprise region lock issues would be more suitable for deletion than for reroll.)

so prepare for a looong wait if you wanna go that route. And I'm talking 1 - 3 months here.

Well, yeah, I can't really argue that angle. Within recent years I've had "Add Game to List" tickets that've taken a year or more to be addressed, and I think those may be about the same (if not slightly higher) priority than "Change Giveaway Game". Certainly does seem to make the first application I noted above (of working around API bugs) rather unlikely to be able to be arranged suitably, without directly soliciting the help of a staff member one is already familiar with beforehand.

3 years ago
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Yeah, maybe I was oversimplyfing when I said it should be removed.
What I ment is that the category is not intended for what I asumme ~ 95% of SG users would believe it's for and definitely the most problematic ticket category to adress.

Within recent years I've had "Add Game to List" tickets that've taken a year or more to be addressed

I suppose some tickets are more complicated than others. My last recent "Add game to list" ticket which was actually about removing all Mafia 3 DLC from the list because they can no longer be activated was adressed within 2 days.

3 years ago
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It depends on the ticket type. While request a new giveaway winner is usually solved within a week, tickets in the other category or user reports may take months. You can see the number of open tickets if you scroll down here: https://www.steamgifts.com/stats/community/support

3 years ago
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... but I'm afraid Support can't do Change Givaway Game tickets anymore.

We can't? That is news to me.

How long does it take for support to respond?

Among other things, it depends upon the level of the ticket, the type of the ticket, who among Staff is around to do tickets, and how long the queue is for that type of ticket.

3 years ago
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We can't? That is news to me.

Would've been easier if you had just replied to me directly but I suppose people know Corgi always watching. ':D

Well, as I said in my Edit I think you still can but only in the case of identical game names, right?

As far as I understood I can't make a giveaway for Grand Theft Auto V and then request to change the gib to NotGTA V (now NotTheNameWeWanted) afterwards.

I'd appreciate any clarification about this so I won't give wrong advice in the future.

3 years ago*
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That type of ticket is designed to correct small discrepancies between what was given and what was advertised. In other words, the creator of the giveaway thought he was giving away one version of the game while he was actually giving away a slightly different version. The ticket was NOT designed to cover the person who intentionally picked the wrong version from the list because he or she wanted more CV. And, of course, it has nothing at all to do with swapping one game out for a totally different alternative (e.g. Street Fighter V for Mortal Combat X).

Also, you are correct in saying that this type of ticket may only be handled by the upper ranks of Support Staff. (I cannot remember if Mods are able to do so, but I know Supers are.)

3 years ago
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I see. What about different games with identical names?

Since intent seems to matter here would it be ok for somebody to ask for a change if they mistakenly gave away RefleX when they gib actually was for Reflex?


Edit: Yeah, I looked at the Roles page but wasn't completely sure which permission was the relevant one. I assume Moderate as in the ability to decide and change the game?

3 years ago*
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Since intent seems to matter here would it be ok for somebody to ask for a change if they mistakenly gave away RefleX when they gib actually was for Reflex?

That would be outside the parameters of the ticket, but I can imagine a scenario where both the creator and winner of the giveaway make a really convincing case and manage to convince multiple Support members that an exception should be made.

3 years ago
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Thanks for clarifying!

So normally only for different versions of the same game. Got it ':D

3 years ago*
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Edit: Yeah, I looked at the Roles page but wasn't completely sure which permission was the relevant one. I assume Moderate as in the ability to decide and change the game?

Support permission => change giveaway game.

Write permission means that user of this level can create such ticket
Comment permission means that user of this level can comment in the ticket
Moderate permission shows if user can see this ticket category

So Support user can create ticket to change giveaway game, and comment in those they made, but can't moderate tickets on their own. While Moderator user can create ticket and comment in it, plus see (and solve) tickets of other people.

It is not possible to close ticket you made on your own. So If we'd have only one moderator / super moderator on the site - it would not be possible for this one user to change giveaway game. Say I'd be the only person with moderator (+) privileges, and need to change Witcher 3 into Witcher 3 GOTY. It would be not possible, as I would be able to create ticket to do so, but not accept it. :hehe:

3 years ago*
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Thanks, interesting info.

3 years ago
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Thank you for your replies. I've decided to delete the giveaway.

3 years ago
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That is always the easiest and quickest option. Only downside is losing the slots.

3 years ago
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