It seems that you're using an outdated browser. Some things may not work as they should (or don't work at all).
We suggest you upgrade newer and better browser like: Chrome, Firefox, Internet Explorer or Opera

×
Community
General discussionTickets' status keeps changing to Awaiting your reply?(12 posts)solved(12 posts)solved
(12 posts)solved
Pages:
1
This is my favourite topic
Posted February 24, 2021
I have submitted a few tickets in the past month and after a while they get a status "Awaiting your reply". but I haven't received any reply from GOG apart from "we're too busy to answer this month". There is no update from them inside the tickets either. And there's no way for me to know if they're awaiting my reply, because they don't send an email about the ticket status changing.

Am I doing something wrong? Or have they completely given up on their customer support? Please soothe my pain XD
This question / problem has been solved by KetobaKimage
Posted February 24, 2021
avatar
Miketsukami.Bo: I have submitted a few tickets in the past month and after a while they get a status "Awaiting your reply". but I haven't received any reply from GOG apart from "we're too busy to answer this month". There is no update from them inside the tickets either. And there's no way for me to know if they're awaiting my reply, because they don't send an email about the ticket status changing.

Am I doing something wrong? Or have they completely given up on their customer support? Please soothe my pain XD
I don't know, but i'd tell you what i'd do. Either "bump" or "my reply" or something to that effect.
Posted February 24, 2021
avatar
kohlrak: I don't know, but i'd tell you what i'd do. Either "bump" or "my reply" or something to that effect.
Yeah, of course I updated it to change the status to Open. I was just curious what's up with that. Pretty weak move if it's intentional. :(
Post edited February 24, 2021 by Miketsukami.Bo
Posted February 24, 2021
avatar
Miketsukami.Bo: I have submitted a few tickets in the past month and after a while they get a status "Awaiting your reply". but I haven't received any reply from GOG apart from "we're too busy to answer this month". There is no update from them inside the tickets either. And there's no way for me to know if they're awaiting my reply, because they don't send an email about the ticket status changing.

Am I doing something wrong? Or have they completely given up on their customer support? Please soothe my pain XD
The automatic reply count as an answer, just send them a message to let them know that you still need assistance. Some people send several tickets for the same problem or some find a solution for a technical problems in pages like PCGamingWiki.com, that help to decongest the ticket support and concentrate the help in those who really need it.
Posted February 24, 2021
avatar
Miketsukami.Bo: I have submitted a few tickets in the past month and after a while they get a status "Awaiting your reply". but I haven't received any reply from GOG apart from "we're too busy to answer this month". There is no update from them inside the tickets either. And there's no way for me to know if they're awaiting my reply, because they don't send an email about the ticket status changing.
Could you please check whether these "we're too busy to answer this month" automated messages contain something like a "Please let us know how you would like to proceed by replying to this email.".
Posted February 25, 2021
avatar
KetobaK: The automatic reply count as an answer...
Not cool. Not cool at all. I've already looked at all the articles they usually send before opening a ticket. But yeah, I can imagine people sending unreasonable requests. The rest of your reply makes sense too when I think about it. Although not being notified about the ticket state changing is still pretty bad.
Post edited February 25, 2021 by Miketsukami.Bo
Posted February 25, 2021
avatar
KetobaK: The automatic reply count as an answer...
avatar
Miketsukami.Bo: Not cool. Not cool at all. I've already looked at all the articles they usually send before opening a ticket. But yeah, I can imagine people sending unreasonable requests. The rest of your reply makes sense too when I think about it. Although not being notified about the ticket state changing is still pretty bad.
I agree, they need to communicate better, like send a warning notification bell on GOG to let you know, but still if you answer after they close your ticket you could answer anyway and they will reply to you, that's a good thing!
Posted February 26, 2021
Now that would go a long way to improving communications. I'll even go one step further and say they should add something similar to notifications and messages we get for wishlist entries that go on sale.

All the message has to say is, your support ticket xxxxxxx has been updated. If they can keep track of forum replies, and wishlist updates, it should at least be a possibility.

Unless it's a separate system maybe? I have noticed the webpage that confirms the support ticket has been submitted appears to be a GOG site that shows I'm not logged in. Was always confused about that, but never really spent time thinking about it.
.
Posted February 28, 2021
avatar
gog2002x: Now that would go a long way to improving communications. I'll even go one step further and say they should add something similar to notifications and messages we get for wishlist entries that go on sale.

All the message has to say is, your support ticket xxxxxxx has been updated. If they can keep track of forum replies, and wishlist updates, it should at least be a possibility.

Unless it's a separate system maybe? I have noticed the webpage that confirms the support ticket has been submitted appears to be a GOG site that shows I'm not logged in. Was always confused about that, but never really spent time thinking about it.
.
They can't keep track of forum replies, or I wouldn't have to manually hunt down and see what thread of mine got bumped with a reply; nor would every attempt to check thread replies result in a 408/504 error.

And yes, GOG's helpdesk is being managed by an external system instead of an internal ticketing. I think they use Zendesk but carefully hide the branding.

Which given that Request Tracker, Gestionnaire Libre de Parc Informatique, Zammad, & Open-Source Ticket Request System are all Free & Open Source ticketing systems for helpdesks, really makes ya think.
Post edited February 28, 2021 by Darvond
Posted February 28, 2021
avatar
gog2002x: Unless it's a separate system maybe?
it is
Posted March 01, 2021
Regardless if it's a separate system or not, if they can send me 4 different emails stating in different ways that they're busy, they could (if they wanted) also send an explicit notification that they're expecting a reply from me instead of sending me spam. Maybe I should just open another ticket with a suggestion about that? XD
avatar
KetobaK: ...but still if you answer after they close your ticket you could answer anyway and they will reply to you, that's a good thing!
The option to re-open a ticket if needed and continue communication is a standard in 2021 though, so it should be an expected feature in any ticketing system.
Post edited March 01, 2021 by Miketsukami.Bo
Posted April 10, 2021
avatar
KetobaK: The automatic reply count as an answer, just send them a message to let them know that you still need assistance. Some people send several tickets for the same problem or some find a solution for a technical problems in pages like PCGamingWiki.com, that help to decongest the ticket support and concentrate the help in those who really need it.
Well it might've been that 2 months ago. Now even if your reply to the automatic message the ticket status is set to "Awaiting your reply" at some point later, but not immediately.

So I opened a ticket to ask about that. And when I checked later it was closed the same day without a reply to my question and in a way that I have no option to reply anymore to that ticket. So I can only assume they're doing it manually to buy time...
Tough...
Post edited April 10, 2021 by Miketsukami.Bo
Pages:
1
This is my favourite topic
Community
General discussionTickets' status keeps changing to Awaiting your reply?(12 posts)solved(12 posts)solved
(12 posts)solved