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No response to Zendesk ticket after 2 weeks

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#1
smurf11223344

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Looks like I am having a similar experience to @Nov8tr in his post earlier this month (https://community.pl...support-ticket/) I opened Zendesk Request #5148 on March 11th and haven't had any sort of response since opening it.

 

The ticket is regarding resetting the login credentials for my original handle: @oSPANNERo

I have attempted to use the automated reset option but am getting a "unknown message" error when I try the reset. (https://www.playhawk.../password-reset)



#2
DallasCreeper

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The devs are currently focused on relaunching the game, so I would not expect any fixes until then. 


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Ridding the world of evil, one Berzerker at a time.


#3
smurf11223344

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Unfortunate but understandable. However, having worked tech support/help desk it behooves the company to set an auto reply to that effect. Makes the person opening the ticket feel less "burn" from being back-burnered.



#4
coldform

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Unfortunate but understandable. However, having worked tech support/help desk it behooves the company to set an auto reply to that effect. Makes the person opening the ticket feel less "burn" from being back-burnered.

hawken has lost money since the ADH days. it behooves the company that is trying to have it make money to do what is neccessary to cut costs, the people actually developing hawken are the one that are answering support tickets.  that means that they have an awful lot on their plate. patience.


I like going against the best of any game I play. Helps you in the long run n motivates u to do more. Always room for improvement not failure

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czerofive-Today at 2:22 AM > got banned from playing lazertag - I used a knife to conserve ammo

FIRST OFF WHAT THE FUZZ IS A "SHILL"


#5
smurf11223344

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hawken has lost money since the ADH days. it behooves the company that is trying to have it make money to do what is neccessary to cut costs, the people actually developing hawken are the one that are answering support tickets.  that means that they have an awful lot on their plate. patience.

 

While I understand your perspective (and have lived that particular scenario in my own career so I have some empathy), setting an auto-reply for all new tickets stating some sort of "We are currently overloaded please expect an initial response in X days/weeks" certainly does not cost significant overhead as it would be a "one time" operation in their CRM/Ticketing system.

 

That said, I am now going on *5* weeks (34 calendar days) without an official initial response to my case. Even if that response was a boiler-plate/cookie-cutter "We won't be able to address this specific concern until after XX/XX/XXXX" it would be better than silence because I would know when to check back. This task could be done by non-technical team members based on relatively general "rules of engagement" at no additional direct cost or impact on production.

To be very clear, my primary grievance at this time is about total lack of any form of official communication. I am *NOT* complaining that the issue is present nor am I complaining about the duration of time to fix.


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#6
NZLion2

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I wouldn't hold your breath. My zendesk ticket was logged on December 10th last year and I've had no response at all. You may be disappointed at no response in 5 weeks, I am past 5 months with no response.

 

Played on and off since Alpha 2 in 2012, this is not exactly the greatest memory to leave of this game.



#7
DallasCreeper

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Played on and off since Alpha 2 in 2012, this is not exactly the greatest memory to leave of this game.

Are you sure about that? It seems to me like you've never played a single match.


Edited by DallasCreeper, 25 April 2017 - 04:35 PM.

 

Spoiler

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Ridding the world of evil, one Berzerker at a time.


#8
smurf11223344

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@DallasCreeper I might suggest giving @NZLion2 benefit of the doubt. As I pointed out in my OP I had to create this smurf account because the problem I had is accessing my original account (oSPANNERo) which also blocked my ability to post in the forums or even open support tickets as my original self. So when you look at my account it looks very similar to what you linked above.






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