Ticket queue length for Bugs (personal experience)

SentineI · Jan 31, 2015

I just got a reply to one of the first Bug tickets that I created on their new ticket system. (It was only one of those "We've closed your ticket, but if you still have the problem then reply to re-open it" style responses, but at least it was a response.)

As that was almost a 6 week delay from when it was originally created (on 21st December), it seems reasonable to assume they currently have an "unread ticket" queue length of about 6 weeks for Bug tickets. (I imagine/hope that Technical Support tickets will be dealt with at a higher priority.)

What has anyone else experienced? (It would be hard to have longer ticket queues, since the new ticket system is barely 6 weeks old - and we know they no-longer look at the old ticket system.)

erbal · Jan 31, 2015

Just because it wasn't posted to doesn't mean it wasn't read.

First off, has the problem you reported been solved, or explained elsewhere?

It's possible/likely that your ticket was listed somewhere else in an internal ticket that was related to the actual problem, then when they believe the problem is resolved, they close the ticket.

FiddenUK · Jan 31, 2015

I'd say a copy and pasted response saying something along the lines of "we're aware of this problem from another ticket" or "we have a fix for this in the next update" or "we've added this to information we have and thanks" would be better than just closing the ticket without informing the user of the actual status.

After all, the "we've closed your ticket, please let us know if you still have issues" will also be a copy and paste job, so why not just copy a different phrase and paste?

SentineI · Jan 31, 2015

erbal said:
Just because it wasn't posted to doesn't mean it wasn't read.

Being a bit confrontational, aren't we? Try toning down the aggression a notch or two. I'm trying to be helpful & have a calm discussion.

It's possible/likely that your ticket was listed somewhere else in an internal ticket that was related to the actual problem, then when they believe the problem is resolved, they close the ticket.

Anyway, to rebut your accusation(s):
1. Lots of people still have the issue reported by my ticket, and the devs are apparently "working on it" for 1.1:
https://forums.frontier.co.uk/showthread.php?t=78627&page=4
2. This is the first response I've had to ANY ticket, so it's the only data I have to go on. I started this thread asking for MORE DATA from other people.

SentineI · Feb 1, 2015

ChrisH said:
What has anyone else experienced?

So has no-one else received a response to ANY of their Bug tickets?? (If so that's a pretty dire indictment of Frontier's ticket system.)

Anopheles · Feb 1, 2015

Two tickets. One 6days old and nothing doing. One semi resolved in 24 hours, though the addenda has not been responded to yet.

SentineI · Feb 3, 2015

@Anopheles
It seems like tickets are pre-filtered (either by machine or human) into different priority queues, so it's hard or impossible to tell what length of queue you will face. Still, it seems like the longest length (lowest priority) queue is at least 6 weeks...

CMDR Jenna Nord · Feb 3, 2015

6 weeks? I giggled.. sorry for this lame post *blush

SentineI · Feb 19, 2015

ChrisH said:
As that was almost a 6 week delay from when it was originally created (on 21st December), it seems reasonable to assume they currently have an "unread ticket" queue length of about 6 weeks for Bug tickets. (I imagine/hope that Technical Support tickets will be dealt with at a higher priority.)

I've now had a reply to another ticket, again about 6 weeks after it was first submitted. So I'm now reasonably sure that "low priority" bug report tickets have a queue length of 6 weeks.

P.S. So if you guys stop reporting bugs for 6 weeks, then Frontier will be able to catch-up to all existing bug tickets ;-)

CMDR i Tetsuo · Feb 19, 2015

Tickets are probably graded on a scale, those deemed critical are responded to as fast as possible, those that affect a certain portion of the game are given to those responsible for that section and tickets that are made low priority probably sit around until someone has a spare half hour to look at them. They probably have a thousands and thousands of tickets and only a small percentage of those are game breaking and these are probably dealt with quite quickly (in the grander scheme of things) but I'd guess a massive amount of those tickets are a big waste of time. "I got ganked, ban him", "I crashed and lost 100K, I want it back", "Your game sucks I can't log in (no other info supplied)".
-
It probably takes a lot of patience and effort to get to the tickets actually worth responding to. The good news is FD seem to be aware of the slow response time and are changing things but it takes a while to hire and train new staff and implement new systems, that's not an excuse just a reality. Hopefully they can get something working to help clear what I image to be a backlog of crap to discover the actual tickets they can work/respond to.