Does it really matter? Not like anyone will be reviewing closed tickets and moderators' performance anyhow.
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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.
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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!
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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.
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I kinda see your point, I guess - Personally I don't see any point to it, but that's a personal opinion.
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Not like anyone will be reviewing closed tickets and moderators' performance anyhow.
...except the Mods and Admin.
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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.
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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.
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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.
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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.
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because I don't wanna deal with it anymore. I'd rather just clear up the queue and move on.
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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.
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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.
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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.
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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)
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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? ;-)
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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.
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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.
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What? Closed tikets show up as denied (by support) or resolved. Even ones you closed yourself.
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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 _________"
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"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.
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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.
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Tell me about it but it's a great way for some to protect their buddies. ^^
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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
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