We need a GM cue

[redoubt]

When we get stuck in game and need help, it sucks wondering if you are going to get help or if its just time to give up.

Could we get a cue that says you are number x in line and there are y GM working at this time. Your estimated wait is xx minutes.

Then, if we see that we are number 9045 in line with zero GMs working because it is the weekend, we can just quit the quest and not waste time waiting on a GM at the end of a completed quest, that won't trigger.

Thanks.

[TDarkchylde]

They're probably not on during the weekends, late night at that. But even then, it'd probably just be quicker to restart the quest versus waiting on a completion to come in from on high like that.

[Graskitch]

When we get stuck in game and need help, it sucks wondering if you are going to get help or if its just time to give up.

Could we get a cue that says you are number x in line and there are y GM working at this time. Your estimated wait is xx minutes.

Then, if we see that we are number 9045 in line with zero GMs working because it is the weekend, we can just quit the quest and not waste time waiting on a GM at the end of a completed quest, that won't trigger.

Thanks.



I do like this idea. I am not sure if SSG/Daybreak is willing to disclose how many GM's they have available at any given time, but if the HELP ticket did have a status that indicated whether a GM was currently available and your current (and live updating) placeholder in line, that would be terrific.
I am not sure what the drawbacks would be to revealing this information - maybe it would end up causing more frustration from the customer side.

[Dragavon]

We should obviously get a notification that there is no support available if we send in a ticket during the hours GM's are not working. The note should tell us when support is available too. Digging out information about when we can hope to get GM help is insanely difficult to find here. It should be really easy to find, not hidden away like it is today.

Bottom marks to SSG on this.

[Jomee]

We should obviously get a notification that there is no support available if we send in a ticket during the hours GM's are not working. The note should tell us when support is available too. Digging out information about when we can hope to get GM help is insanely difficult to find here. It should be really easy to find, not hidden away like it is today.

Bottom marks to SSG on this.

What used to be great about the GM response was that you'd hear the "ding" sound when they first replied to you. Now they answer in stealth mode so if you miss the chat and they close the ticket.

[Kinerd]

this is a fantastic suggestion

[Axcarth]

You have no idea how much I like this idea, specially because I've been waiting 2 days online for a GM to answer my ticket to avoid "the" message "your ticket have been closed since you were offline...". Really, 2 days for a response??? And this is not a "recall quest due to bug or stuck" thing. If you wonder what is mt ticket about, I lost all the advance gained on every destiny tree after an ER, all the xp on them was gone, and with this, the fate points related to every destiny achieved in years of playing epics. Fortunately, epic past lives feats are still there. This, exactly after the last UD46 patch 2 was released.

Please! give us information about the estimated time a ticket reply will take! And maybe, just maybe, dont close tickets when one is off line the first time a GM checks it... just send that ticket to the bottom of the waiting list, at least one time, so we wont get that frustrating message about the ticket closed after hours of waiting online.

Regards.-

[AstorPotamus]

When we get stuck in game and need help, it sucks wondering if you are going to get help or if its just time to give up.

Could we get a cue that says you are number x in line and there are y GM working at this time. Your estimated wait is xx minutes.

Then, if we see that we are number 9045 in line with zero GMs working because it is the weekend, we can just quit the quest and not waste time waiting on a GM at the end of a completed quest, that won't trigger.

Thanks.

Since SSG is obviously too cash poor to pay enough employees for the roll of GM, perhaps they could cultivate and train a few player volunteers to fill in the gaps for short periods, while giving them paid VIP accounts and beaucoup DDO points for their troubles. I’m certain there are players here that are trustworthy, and eager to help this game out if given the opportunity.

Now all that said, I haven’t had caffeine yet, so please refrain from ripping my head off if this sounds like a garbage idea.

[Annex]

Thank you for submitting a request for assistance. There are [647] customers ahead of you. Your estimated wait time is [1,243,541] minutes.

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Thank you for submitting a request for assistance. There are [721] customers ahead of you. Your estimated wait time is [1,422,912] minutes.

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...

[TitusOvid]

We need Customer Support that earns the name.

But yes, a queue pls. +1

Love it Annex. +1

Cheers,
Titus.

[Bjond]

When we get stuck in game and need help, it sucks wondering if you are going to get help or if its just time to give up.

This one is easy: you won't ever get help. Their "GM team" works EST 0900~1700 only. So, unless you play during EST work hours, you won't be helped while you're online (ever). They often claim you need to be online to be helped, too -- despite the fact that other GMs have solved the same problem for you while you were offline in the past. Then if you are online during their hours, they don't show up.

Their entire GM team is setup to only help those playing prime-time in Europe and Africa. IMHO, it's patently a dodge at ever dealing with bugs they don't feel like fixing.

You're lucky to get a response and any fix or remedy for bugs/etc can take weeks or months.

[myliftkk_v2]

Queue, not Cue, is what you're asking for.

Or a cue as to where you are in the queue.

SSG is only slightly better than some web company's whose customer support lines I used to call on speaker and leave open for hours until someone finally answered.

[The_Human_Cypher]

Since SSG is obviously too cash poor to pay enough employees for the roll of GM, perhaps they could cultivate and train a few player volunteers to fill in the gaps for short periods, while giving them paid VIP accounts and beaucoup DDO points for their troubles. I’m certain there are players here that are trustworthy, and eager to help this game out if given the opportunity.

Now all that said, I haven’t had caffeine yet, so please refrain from ripping my head off if this sounds like a garbage idea.

I have made the same suggestion on the forums more than once. I know of a number of long-time DDO players who are disabled and can only work at home, are chronically underemployed, or who are unemployed and would appreciate the chance to both work a legitimate home office job and also help out DDO. I'm sure there are players who would take a DDO GM position even at minimum wage and still do a reasonable job.

[MistaMagic]

I may be wrong but I am quite sure that the GM's are not employed by SSG but belong to a different company that SSG has contracted.

[Micki]

When we get stuck in game and need help, it sucks wondering if you are going to get help or if its just time to give up.

Could we get a cue that says you are number x in line and there are y GM working at this time. Your estimated wait is xx minutes.

Then, if we see that we are number 9045 in line with zero GMs working because it is the weekend, we can just quit the quest and not waste time waiting on a GM at the end of a completed quest, that won't trigger.

Thanks.

Rule of thumb, just restart. It will take them too long to get back to you.

[Bjond]

I may be wrong but I am quite sure that the GM's are not employed by SSG but belong to a different company that SSG has contracted.

I doubt it. If they sub'd it out, it would be absurdly easy to simply cut ties and look for a sub in a timezone who's work hours coincide with prime play-time in the Americas (eg. Alaska/Hawaii covers East coast well and a little West .. India covers West and late East .. etc). Picking an east coast sub to cover hours they can't cover would be burning money to no point.

[Tyrande]

Thank you for submitting a request for assistance. There are [647] customers ahead of you. Your estimated wait time is [1,243,541] minutes.[...]

Thank you for submitting a request for assistance. There are [698] customers ahead of you. Your estimated wait time is [1,142,234] minutes.

The following is a paid advertisement.

Are you feeling lonely? Would you like to talk to a naughty succubus? Call 1-666-Malicia and experience a better kind of grind.

LOL



<really fast voice>Connection charge of 666,666 platinum pieces per minute applies.

Thank you for submitting a request for assistance. There are [822] customers ahead of you. Your estimated wait time is [2,341,629] minutes.

...

You forgot to add: Hit button for paying 100 astral shards to advance your queue to the top 100. ;)