All your tickets are being closed whether they are active or not

catanonia

C
Basically if you have had a support ticket open for ages and not resolved you will receive an email from FD Support saying it has been closed and if you need to re-open it reply to the email.

You can't reply to the email as it is from no-reply and the post master bounces it.
If you add a note to your ticket in the support site, your ticket will be re-opened and put to the BACK OF THE QUEUE. It is the way the system works.

A public service message to inform everyone of what has happened to me.
 
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ElleShaped

ElleShaped
They changed from the old ticket system to the new one in mid-December and at the time said that the tickets stranded in the old system would not get addressed and if you needed them acted on, to put them in again.

This is likely the processing of those old tickets so they can finally close out that system to get the new one streamlined and working properly.
 

catanonia

C
ElleShaped said:
They changed from the old ticket system to the new one in mid-December and at the time said that the tickets stranded in the old system would not get addressed and if you needed them acted on, to put them in again.

This is likely the processing of those old tickets so they can finally close out that system to get the new one streamlined and working properly.
Click to expand...

Incorrect, mine was a new ticket on the new system.,Ticket no 2918
 

gravedodger

gravedodger
It makes sense to be honest ... there's probably a mountain of duplicate ticktets, bug reports than aren't actually bugs etc etc.

I don't mind re-submitting, it'll not impact on my life too much, just another few minutes and job done.
 

catanonia

C
gravedodger said:
It makes sense to be honest ... there's probably a mountain of duplicate ticktets, bug reports than aren't actually bugs etc etc.

I don't mind re-submitting, it'll not impact on my life too much, just another few minutes and job done.
Click to expand...

Then let them make a public announcement instead of underhand methods of doing it.
 

excalibus

excalibus
ollobrains said:
they are overwealtmed im supporting them in closing all the threads and starting afresh
Click to expand...

well if they close all the tickets how the hell are they going to know which bugs still are occurring...

Granted at the end of beta I had a few unresolved tickets, they closed them all (as they probably did for all us beta testers who had tickets lodged) but some of those issues were not resolved and actually still occur to this day...

There comes a point where people will say what is the point in lodging a ticket for a bug and when it gets to that point the game stays bugged for everyone currently playing and any new players coming in...

I do agree that once an issue is resolved close all the tickets for that issue...

when doing a major (from beta to gamma) close all tickets makes sense, but going from gamma to release to v1.04 there are still a number of unresolved bugs...

If the OP's tickets were resolved in 1.04 then it would make sense for FD to close those tickets...

I guess it depends which tickets he had opened which were closed
 

Heater

Heater
Great Game, but the SUPPORT SUCKS and the communication to the customer base is just as bad... we keep hearing we are working on it... if you have an issue please open a support ticket.

well I did on the 13th of Nov and still have no answer other than we are looking into this.
 

ElleShaped

ElleShaped
Heater said:
Great Game, but the SUPPORT SUCKS and the communication to the customer base is just as bad... we keep hearing we are working on it... if you have an issue please open a support ticket.

well I did on the 13th of Nov and still have no answer other than we are looking into this.
Click to expand...

If you still ahve the issue, put in a ticket now. The system is being revamped, so that will get you into it.
 

catanonia

C
My ticket was open in the 1st week of release.

Sure wipe all tickets from Alpha / Beta and Gamma, but from release ?

Simply change the email with a return address that actually works, and DON'T close the ticket until 1 week after it was sent to give the owner time to respond = same affect.

But closing the ticket on their system will now automatically put it into the back of the assigned workers queue when you re-open it via the support site.

Simple proof reading and validation by management could have prevented this whole debarcle.
 

Darkfyre99

Darkfyre99
Back in November, I went through my own tickets, and updated each open one that had been solved since I had first reported it. There were four, one of which dated all the way back to Alpha regarding how my joystick's POV hat was tracked in the config files. I haven't thought about it for ages, because after getting frustrated with having to fix the setup each time I played the game, I changed how my CH HOTAS operated. Since the script I wrote actually worked better for what I wanted that hat to do, I never went back and tested the original config. Turns out it had been fixed in the mean time, but the ticket hadn't been closed. None of them have been closed (I just checked) and I updated another open ticket that had since been fixed.

It does not surprise me at all that Frontier Developments is doing a bit of house cleaning so that they can identify current issues.
 

catanonia

C
noodle said:
Great opening gambit. Nice to see the old forum classics still in use ;)
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My previous thread was closed within minutes with the poll asking for people to check the support site and vote if they had the problem too. Just because it had a link to a forum section not many read. Stupid really, but hey ho. :)

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Darkfyre99 said:
It does not surprise me at all that Frontier Developments is doing a bit of house cleaning so that they can identify current issues.
Click to expand...

Totally agree, house cleaning is needed, but the way they are doing has been done on the back of a cig packet.

Email from FD Support - Ticket closed, please reply to this email if it is still outstanding. - email is from no-reply...... Comon, even my grandma can see this mistake and the problems this will cause.
 
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Jack Schitt

Jack Schitt
It can be frustrating. I opened a ticket (new system) in late gamma drawing attention to a rather serious graphical problem whereby smoke in the cabin from overheating "rolls" in the opposite direction to the ship's movement instead of remaining fixed with respect to the pilot's head. Anyone who fuel scoops regularly will have seen this, and I'd be amazed if mine was the only ticket addressing it. I included a link to a YouTube video clearly demonstrating the problem.

Last night the ticket was closed, with a request to re-open it by adding a comment "if I'm still seeing the problem". Honestly, anyone who plays the game for more than 5 minutes will see the problem. Needless to say I added the required comment (and offered to post any number of additional videos) but of course it will now have dropped to the back of the queue...

I do appreciate that support must be overwhelmed with tickets, many of them out-of-date or duplicated, but I sometimes wonder if staff are even bothering to look at attachments or links when we go to the trouble of providing them. This "smoke" issue may not be an easy fix, but to close a ticket when it's still a clear, 100% repeatable issue is a bit rich.
 

Ericlas

Ericlas
This is hilarious!
Instead of getting more people to work on the existing ones, they just lower the number by resetting the system.
With keeping this frequency, in 2 month from now we will be at the same point again.

And I have still issues, opened in beta, renewed after release.
What about those poor fellas, like the Christmas-present brothers?

After waiting in queue for 4 weeks, the counter gets closed, 'Sorry, but you will have to get in line at the counter over there now.".

Let's be honest. The support team is just undersized.
 
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