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 Posted: Mon Oct 13, 2014 10:57 pm
Customer Support / Help Center Tickets(I will not be archiving answers to "can you look at my ticket" since those responses don't help anyone other than the original asker.) October 13th, 2014: Zero Omega Frozen Mist Do you have any sort of internal policy for staff members requiring replying to users issues? I know I have met many a mod who outright ignores all PMs they get. But my concern is more regarding tickets, since sometimes peoples tickets go unanswered. Yes, basically we will answer any ticket or report we get and answer until we cannot help the person any further. There does eventually come a time where we cannot actually do anything else for a situation and we have to close out a ticket. To clarify, there is no requirement to answering PMs, the best way to inquire would be through tickets in our help center.
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Posted: Mon Nov 10, 2014 8:22 pm
November 10th, 2014: Zero Omega Astra Green Feature?: Moderator Application Form
For the moderator application form, is it possible that once 6 months have passed that the form itself doesn't reset until a mod contacts you? I went to just take a look at my application and it told me that I needed to fill out more reports. I just wanted to see if left the awaiting review stage. We don't have a status page for your mod application, when you visit the page again you are essentially filing a new app so it will hold you to the same limitations. If you have filed a mod application successfully, then we still have it on file and we will contact you with an accept/decline.
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Posted: Mon Dec 15, 2014 8:26 pm
December 15th, 2014: Zero Omega Fooled Again miscwill you ever add a name change ticket option, it doesnt fit the criteria for the other subjects and sup-topics.. We could consider it, we don't want to necessarily draw a lot of attention to it as there is no guarantee we can give you the name. However, you can use the subject, "Issues with items/gold" and as long as you specify what it is you're looking for we'll understand how best to assist you. Zero Omega Your Amy Chan Misc Does updating a report ticket with additional information stall the wait time for a response? I have new information to add, but I don't think I would want to do that if It will make me wait even longer to hear back It does not, it just adds a new comment to the ticket for us to reference. Zero Omega a Clockwork Science Misc.If one has an outstanding ticket (status "in progress" ) in the system and it has been more than 60 days since the filing, is there a way to inquire about it? You can PM any mod or admin and we can check it out for you.
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Posted: Mon Jan 05, 2015 7:10 pm
January 5th, 2015: Zero Omega Kid Jak Features - Help CenterWith the holidays over will the Help Center move along a little faster? Yup. We have minimal staff coverage over the holidays but now we're back in full force and will be getting back to everyone. Sorry for the delay! Zero Omega Jaded Sunset v2 Yes, I know - send support questions to the Help center.. BUT! MiscHow long does it typically take to get an account back that is ONLY locked due to internet providers being changed? I really don't want to hit the 2-year mark just because the IP verification E-Mail fails to come. Been trying for a LONG time and would really like my guilds and account back <3 Been over a year and half now. This account is cool and all, but nothing beats an original account. Just wondering how long it takes, on average, to see help <3 Thankies. If you have an existing ticket, go ahead and shoot me a PM and I can take a look. Otherwise, if you have IP verification turned on and are not receiving the e-mails, this would definitely be something you want to go to the Help Center for. We usually try to get back to general ticket replies within the week of being filed. Zero Omega Flint Jakobs Misc. - Reports I hate to be a bother, but I was wondering if there's a course of action to take when a ticket's been sitting for a while? I know that going into/coming out of the holidays can be rough for help staff for any website, but I figure since it's been almost a month at this stage I'd ask. Thanks! Shoot a PM to any moderator or admin, they can take a look into what the status of the ticket is and why there might be a delay.
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Posted: Mon Jan 12, 2015 9:24 pm
January 12th, 2015: Zero Omega Kid Jak Features How long should a Ticket be in the "Work in Progress" stage before you should contact a staff member about it? Shouldn't be more than a week, if it has been, definitely contact any admin or mod. We'll take a look into the status.
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Posted: Mon Jan 26, 2015 6:35 pm
January 26th, 2015: [NPC] Gaia Staff Hello and welcome! Quote: Features/Shops A lot of users have problems accessing Loyal’s Bazaar. When it comes to the glitch, it is often reported in the Bug Reports forum and sometimes in Site Feedback. However, some staff members in the past (I can’t recall who off the top of my head– maybe Zero Omega?) have recommended filing a ticket as a way to get access into the store granted manually. How would you recommend filing a ticket for this? I recently found this recommendation, but have been suggesting it only hesitatingly, alongside “issues with items/gold” as this glitch isn’t something that fits with any of the known categories. However, before I actually go into the Bug Reports forum and post about it in whatever recent threads I find, I was hoping to get someone on staff to confirm the appropriate steps to save everyone involved some time and effort when they run into this unfortunate problem. As always, thanks! When you file a ticket for this, the best drop-down to use would be “Issues with items/gold.” While not the most accurate for the problem, out of the available options it’s the best one to use to describe the issue. Hope that helps!
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Posted: Mon Feb 09, 2015 10:27 pm
February 9th, 2015: Zero Omega Nenanah Features/Misc The Help Center page looks a bit old and lacks certain ticket options for problems that have don't fall in any kind of category and it could use an UI upgrade. Are we going to see one in the forseeable future? Question is originally by Sahri Funny you ask that, we're actually taking a look into redesigning our Help Center from the ground up and making the ticketing filing experience a lot easier and provide better questions and answers for common topics. Zero Omega Moeseph Features
Why don't you guys EVER respond to questions via PM or tickets?
How long does a response usually take? My guess would be 6 months to a few years, correct? I just want to know how I can recover an old account. We are constantly replying to PMs or tickets, in fact, we recently had a huge surge of tickets being completed. If you have a ticket that you want to check the status of, just PM any moderator or administrator, we'll take a look into what the hold up might be.
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Posted: Mon Mar 23, 2015 11:31 pm
March 23rd, 2015: Zero Omega havockitty ticketscan someone please clarify how long it should take a gaia cash ticket inquiry to be completed. I've waited months now to be granted my gaia cash and it's been a solid a month since the ticket was listed as a work in progress. That's really strange considering our queue for those tickets have been cleared, I'll take a look into this for you and we'll get you a reply to the ticket.
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Posted: Mon Apr 06, 2015 7:30 pm
April 6th, 2015: Zero Omega Nenanah Misc Can you make it to where we can see the number of reports we have made with the reporting system on our My Gaia page where it shows our current stats? Every six months the counter can reset since those who want to apply needs at least 100 reports filed in six months. Those of us who need a certain number of reports made before we can apply to be a mod would appreciate this, it would also cut down on the amount of messages that moderators receive. Convenience for all involved. Questions is asked by Nenanah. You can currently do something similar with this by going to the application page itself. If the only thing stopping you from filing the app is the number of reports, you will receive a message explaining how many reports you have filed and how many more you need to file. Zero Omega Nenanah Features/Mod ApplicationWasn't sure how to label it. ANYWAY... There is a glitch, if you have a mod move a thread that you made it counts as a warning. So basically if I have a mod move a thread from the testing forum to another are of the site it counts as a warning. There is a sticky about it here. I was wondering when you will start working on a fix for this glitch? This glitch makes it a pain for those that want to apply and it puts a strain on the mod team because you have to be added to a queue to reviewed before you're given the OK to apply. If the glitch was fixed mods wouldn't have to review accounts and they would have more time to work through the reports that have been sent it. Question is asked by Nenanah. There are no updates at this moment for this, unfortunately. Zero Omega BlackFoxette StaffingQuestion:I read the rules of applying for a moderator position. I know the time frame can vary, as far as whether you are accepted, or denied. I have a 2 part question. First part since it may answer the second question. When someone is applying for a moderator position, or any formal staff position for gaia, where if they are accepted should the applicant look for the response? (Email, or a message on here.) I probably over looked the answer. Second portion, I put in my application in a few days ago, however even though it says time can vary I am curious, if lets say 6 months go by with out a response then how would I go about figuring out if the response was never received? Any ping / quote to let me know if I am answered would be great. cat_3nodding You will receive a response via PM. As long as your application has been submitted, you will hear a response no matter what, so no need to contact someone regarding an update! Zero Omega Squirrelette otherok quick question i went to sign up for being a mod and it told me i had infractions aganist me or something i havent been notified of anything, what could cause this? and how do i clean my name so i can be a mod? otherwise i gotta wait till like august lol You can contact any moderator to get information on what warnings you may have that may be preventing you from applying.
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Posted: Mon May 04, 2015 11:09 pm
May 4th, 2015: Zero Omega sup-qt Features/contact/ticketsI would like to implore you to change or update the way your tickets are handled. I feel like if you updated the FAQ it would help greatly, especially in regards to hacked accounts. I'm asking because last year my account was banned as it was hacked. (I didn't know till I got an email saying as much) I then went through the process of logging a hacking ticket. However these don't get saved to the system the same way the normal billing inquiries so it makes it hard to keep up to date. Because they don't have a separate ticket, I can't go back and see that action taken when my account was unblocked. Apparently I was sent a message to this account (the one that logged the ticket) with instructions on how to unblock the account and get my trading pass back. I either didn't get that message or was so excited, I didn't see the part about the trading pass. Now due to this, I have logged a ticket on my other account, requesting the trading pass to be enabled, however I haven't received any updates since Jan when I logged it. I even asked a mod about it but they said that I had been sent a message with instructions. (as said previously I dont have this message/anymore, and now have no clue wtf to do) TLDR; mule was banned due to hacking, when it was unblocked the trading pass was disabled. logged a ticket with no response. Question: will you look into updating the hacking reports so we can see the updates on these tickets like the other tickets? And will you look into making a FAQ about logging a hacking report IE, how long it can take, who to contact if you dont get updates and what to do if you dont get any info at all. Creating a new system where users can see the status of their report is certainly an interesting idea and it's something we can keep in mind. As for the FAQ, it's definitely something we plan on updating in the future, so keep your eyes open for that.
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Posted: Thu Jun 11, 2015 9:28 pm
June 11th, 2015: Zero Omega NoobishBanana ItemsIf u had an old account with over 500 bil in gold and over 300 bil in items plus having most of the 03 items like ninja headband, omg hat, and deviltail is there any type of way to get that stuff back i mean i worked really hard and put years into that account it all got lost for nothing i tryed to contact you guys through email and report it but never got any respond so if you can help me with this problem i will really be grateful thank you for your time You'll have to file a support ticket at our Help Center regarding this and include any information that will help us identify your account. I have checked your ticket history and don't see one that you filed with this account, when you file a ticket, please make sure that you receive a ticket ID at the end, this will ensure that your ticket was filed.
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Posted: Wed Sep 30, 2015 8:29 pm
September 29th, 2015: Zero Omega Knight Yoshi So last week Zero said to file a ticket about the Conventioneer achievement, but it wasn't made clear on what to file the ticket as. Go ahead and select "Gaia Events," that'll work just fine.
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Posted: Wed Nov 25, 2015 8:58 pm
November 23rd, 2015: Zero Omega Fyre_Vixin GamesI'm putting Aquarium as games. Can we submit a ticket or something to have our unusable tanks cleared so we can use them again? I know to just go and remove the balls or w/e is annoying for every user, that's why I think there should be a ticket system. Pretty much is there any way I can use the Aquarium again please? Go ahead and file a ticket about this and we'll see what we can go ahead and do.
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Posted: Wed Mar 30, 2016 6:20 pm
March 29th, 2016: [NPC] Gaia Staff Welcome Back! Quote: Another Question About Tickets--Event Glitch TicketsA lot of us filed tickets and made bug reports when achievements were not properly awarded to us a month ago because of the various glitches during the Unlucky in Love event. After waiting 2.5 weeks, I got a message on 3/7/2016 from Jasmine from Gaia Inquiry Support, "I'll be happy to help you! We are still working on getting the achievements for this event out to everyone, and will be putting out a Staff Notice once this has been completed. Please remain patient and the achievements will be granted soon!" All of us are still waiting (now for 5 weeks), and with another event just around the corner, it seems appropriate to have glitched achievements from the last event awarded. When can we expect to receive our achievements? We plan to grant these achievements out next week!
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Posted: Wed Apr 27, 2016 6:10 pm
April 26th, 2016: Zero Omega JinxyCatPlus2 Items/OthersIs there any way to reobtain a hacking report ticket number? I put a normal ticket on this account and was told I was hacked by a known hacker and they had me file a hacking report...it's been 4 months without a reply and my ipod was reset so I lost the screenshot with my hacking report ticket number sad You can PM any moderator for that number.
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