What is the average ticket response time?

[stanmusial]

I must not have enough patience, i give up after 45 minutes waiting for a GM. Then I get a GM asking me how they can help? Do they wait until I've left the instance?

[Istaria1]

45 mins is actually pretty good. In some other games, you are talking anything from several hours to several days.

[Grosbeak07]

Depends are you VIP or Premium or F2P?

I've never had to wait more than 15 minutes. Seriously.

[stanmusial]

45 mins is actually pretty good. In some other games, you are talking anything from several hours to several days.

No, that's when I give up not when it's addressed.

[Atremus]

Fast if you are ViP, slow if not

Also, lots of GM's are probably dealing with LR issues so there might be a slightly slower response time since lots of tickets are / were being issued prior to the downtime

[stanmusial]

Fast if you are ViP, slow if not

Also, lots of GM's are probably dealing with LR issues so there might be a slightly slower response time since lots of tickets are / were being issued prior to the downtime

Guess I am not very very important but I do pay for a monthly service.

[Vint]

I am not sure about you people, but I am currently in "The Low Road" (old goodblade quests), waiting for a GM.

Seriously I wait about 5 mins

[HotMaarl]

Used GM's about 10 times in 3 years. 9 out of those 10 instances went very fast (under 10 minutes). 1 time I waited about 40 minutes.

And you can throw out your tin foil bras, because I am not VIP and never have been.

[Grosbeak07]

It also depends on what your asking a GM to do. Stuck in a wall, fast response

If a boss goes unresponsive... it takes longer. I think they try and see if any kind of fight club tactics was used to bug the boss and then you just want a completion. This has an adverse effect of delaying things.

But yeah, right now... I'm sure its mostly high volume.

[RTFM]

Error 0x800441f4 received when trying to retrieve information about any support tickets associated with this account.

[Istaria1]

About 80% of a GMs time is taken up with closing tickets which do not require intervention. Even if they're using templates (which they should be), this still means a couple of minutes per ticket to reply and close it.

e.g.:

"OMFG the servars r teh down!" -- "Yes, we know, it's a patch/hotfix. Sorry about that, try again at 10am PST."

On a week like this where they're rolled out a major update, they're going to be SWAMPED with tickets reporting all sorts of stuff they know and don't know. And they all have to be handled.

I still say 45 mins is pretty OK.

Aes.