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 Posted: Wed Feb 22, 2017 8:15 pm
February 21st, 2017: Jak Bauer Dogoda Features When are you going to get around to streamlining the help center tickets? It's been backed up for a while and it certainly needs fixing. Improving customer service would put the community in higher spirits. Hi there, Most of the ticket issues have been cleared up and you should be able to submit them as usual. We are working away at clearing up the backlog of tickets A.S.A.P.
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Posted: Fri Mar 03, 2017 11:50 pm
February 28th, 2017: Zero Omega Alexius08 Features: Ticket systemWhen I asked about the proper channel for contesting post/thread deletions, I was told that it should go through the ticket system and that I have to file appeals under the "Account Bans" category. Can we have a separate category for them? Not all instances of post/thread deletions come with a ban, and all subcategories under the "Account Bans" category mention scenarios that involve bans. We likely won't ever implement a "post deletion" section because we rarely, if ever, get tickets about anything remotely related to them. We'd probably be more likely to add an "other" section for anything that the main sections miss.
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Posted: Fri Mar 31, 2017 9:23 pm
March 28th, 2017: Zero Omega Jisen Meizuki Features/MiscI'm curious what's the status of the Help Center. I understand that you fix the page of the Help Center. But I also feel like there's no customer service in the Help Center. I have a ticket I've been waiting to be fixed since late August and barely hear a word from them. sweatdrop We have some queues that are incredibly far behind because we have such a small team, so we're working on getting through them as fast as we can without compromising the quality of the work. Feel free to PM any moderator with the ticket ID and they can check the status of it for you.
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Posted: Wed May 03, 2017 9:42 pm
May 2nd, 2017: Zero Omega rose-zoey EVENTSI guess since it was an event which happen to me on gaiaQuestion; i made a report on a matter last month and no one has assist me yet .... confused is there a lack of staff or something Our reports are backlogged right now as we have a small staff, but we're working through them as fast as possible!
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Posted: Wed Jun 14, 2017 11:48 pm
June 13th, 2017: Zero Omega Knight Yoshi Features: Help Desk What was the decision to change from a Microsoft help desk to Zendesk? I know the price point was lower. Does it have better tools for handling tickets to move them along faster or what? Just curious. I lost faith in Microsoft's ability and desire to run Parature as a ticket solutions platform and didn't care to transition to their new system. It was a much better product before Microsoft bought them.
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Posted: Thu Jun 22, 2017 12:03 am
June 20th, 2017: [NPC] Gaia Staff Welcome Back! Quote: ItemsI was scammed out of a Project Platinum Ticket in January, I filed a ticket and haven't heard anything in months, I filed a scam report and nothing, the user is active and submitted my ticket months ago, and NO ONE is helping me. I can't file a ticket in the new system because it glitches me out for some reason. I pm'ed TWO omnimods and NOTHING. I am literally being robbed of a Project Platinum Ticket and no one is being helpful. Someone please help me. Did you file a Help Center ticket (as in, it had a ticket number starting with 5630-) or a regular report (which has a number that doesn't start with 5630-?) If you filed the latter, our team is working through this queue and will get to you as soon as we can. If it's the former, then please go ahead and file a ticket at http://www.gaiaonline.com/scamming Zero Omega Jisen Meizuki FeatureI understand that we have a new Help Center as well as you're moving the tickets that are old or in the process into the new feature. However, I like to know is there a way to keep track about the ticket that are currently in the process. I have one ticket that I've been waiting to be address and/or fixed for nearly a year. I've been contacted about my issue, but after I replied back to the Help Center, I haven't heard anything about it and the last I checked, my ticket is still open. Is there a way to keep track of ticket being in the process? I have the email with my ticket number, but I don't know if you guys are still using the same number or it's going to become different once it goes in the new feature. sweatdrop We do have an archive of your old tickets even though they are not imported, so my best advice right now would be to go ahead and file a ticket through the new Help Center and reference the old ticket number you had. Don't wait on importing because that is going to be a massive project on its own.
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Posted: Fri Jul 28, 2017 8:13 pm
July 25th, 2017: Zero Omega Drezkie SUPPORT REQUESTHey Staff, I have a question with regards to filing support tickets, So filed a ticket on 19th of July regarding to an account, I got an email saying that my ticket was received, however, since then its been 5 days and I still haven't got any follow up. I also have a friend who phoned you three times but there was no answer. I guess my question is how long does it take to get a reply, any explanation would be very helpful. Thanks in advance. We try to reply to incoming tickets as soon as possible, I've looked at the queue and can confirm that you are in our ticket queue and we'll be getting back to you as soon as we can.
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Posted: Sat Aug 19, 2017 11:53 pm
August 15th, 2017: Zero Omega Binku_Muja- Zero Omega Binku_Muja- [ post about a malfunctioning Gaia Cash feature] Please go ahead and file a billing ticket at our Help Center so that we can fix up your issue and report any other potential problems to our dev team so they can work on it. I have, but it's been three days and outside of the automated message stating that it reached yourselves, I've heard nothing since. Found your ticket, it went into our general queue and not billing. We've put it into the correct queue and will be taking a look into it as soon as we can.
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Posted: Sat Oct 21, 2017 6:54 pm
October 18th, 2017: [NPC] Gaia Staff Welcome Back! Quote: Contact usIs there a way to cancel a ticket you filed? or what needs to be done, The only thing I found was how to submit one. You can close a ticket by going to where you filed the ticket in the Help Center and in the bottom right click on the drop down, and choose Submit as Solved. Quote: TicketsQuestion: I've had a zendesk ticket up now for over 2 months about my lack of Angel Item for that month and no one has checked in about it. I have no idea how else to get this noticed by staff as writing new statuses in my ticket has not done anything. I am more than a little frustrated at this point, so hopefully this post doesn't just get removed without any course of action... We checked and you filed your ticket in General Inquiry instead of Billing. The GI queue is much larger than and has a longer wait than the Billing queue. Anything to do with Gaia Cash should be filed to Billing queue We have gone ahead and alerted the Help Center to your ticket and gotten it moved to the correct place and to hopefully get your issue resolved A.S.A.P.
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Posted: Wed Nov 22, 2017 11:28 pm
November 21st, 2017: Zero Omega AngelBabis Features/ Customer Service TicketsAs of right now, what should we expect as turn around time for customer service tickets? I have waited a month now with no response. A friend of mine sent the same question and got a response within a week and I am sitting at a month and 4 months without my trading pass. I honestly feel disheartened and feel like leaving the site..
I also pmed a mod because I didn't know where to turn... Got no response (maybe it wasn't their responsibility)
I'm sorry if I sound rude.. I'm just frustrated at this point.
Unfortunately are tickets are pretty backlogged at the moment as our team is small and we're trying to work on some other areas of support to help improve user experience (such as bringing on more moderators and Forum Assistants). Right now I can't give you a definitive ETA on turn around time, but if you feel your ticket has been waiting an extra long time please feel free to reach out to a mod (as you have) and they'll be able to get an answer. Rest assured that if a ticket is in your ticket history and hasn't been replied to yet, we'll be getting back to you. I can certainly understand the frustration and I apologize for the long wait time, we're reviewing our system and procedure to see how else we might be able to expedite this process for you and others in a similar situation.
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Posted: Sat Mar 24, 2018 8:48 pm
March 21st, 2018: Zero Omega solfef2 Misc.This was posted in Staff Alerts on June 9th '17. Can we have any kind of update on the situation? Is it still happening? Almost done? Will it not happen after all? Any sort of clarification would be greatly appreciated by those of us who still have unresolved tickets in limbo. Jak Bauer Help Center Update! Hey Gaians, We are in the process of completely revamping our Help Center under a new partner. During this time you will still be able to file tickets but will not be able to access your old tickets. We do still have your old ticket data on file and archived for historical purposes. If you have an existing ticket that has not been replied to, we are in the process of trying to import that ticket data into our new system. If you wish to file a new ticket regarding your situation, we suggest that you do so so that you don't have to wait on export and be any further delayed. Our new Help Center is still in its infancy stages, so we apologize for the minimal lay out thus far, but rest assured it will be alive and kicking in the future! We want to thank you for your patience and understanding as we revamp the Help Center and ticket flow process to be quicker and more efficient. Unfortunately it's not something I have an update on at the moment. We do have the tickets backed up to various XLSX files, but currently no update on the import process itself. For the time being I would highly recommend actually filing a new ticket so there is a new one on file for the situation you are inquiring about. Zero Omega Kitteh Faye MiscI had a ticket open on another one of my accounts regarding restoring some of my mules (I lost access to the old emails I used so I couldn't do password recovery) and I was able to prove all the accounts were owned by me but before I could resolve the issue/get said accounts recovered I kinda derped and forgot about the ticket (the reply was sent to my junk mail ><) and it got closed sweatdrop How should I go about either reopening the ticket or getting a new ticket opened? If your ticket ID starts with "5630-" then go ahead and file a new ticket in our Help Center. If your ticket does not start with "5630-" then you should be able to reply to the e-mail and have it be re-opened.
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Posted: Mon Jun 18, 2018 11:56 am
June 12th, 2018: Zero Omega solfef2 Misc./Ticketsthis quote is from march- any further updates? i found some very helpful links from Zendesk's own support system on how to import legacy XLSX files into the current Zendesk system, and nothing that indicates this is a Year Long(you announced the switch JUNE NINTH 2017) process. if these links aren't helpful, have you tried submitting a ticket yourself about whatever if impeding this important import? i know i am not alone in waiting for this. if it's futile please just actually be transparent and let everyone in my situation know what they are required to do, by PM AND Email. Zero Omega Unfortunately it's not something I have an update on at the moment. We do have the tickets backed up to various XLSX files, but currently no update on the import process itself. For the time being I would highly recommend actually filing a new ticket so there is a new one on file for the situation you are inquiring about. Thanks for the links! I'm definitely aware of that ability from ZenDesk and we actually do have the XLS files from when we started our migration out from Parature, the issue is we have three different XLS files: One for ticket filing history/initial issue One for ticket comments One for customer/user data (which doesn't actually tell us if they have an outstanding unresolved ticket or not) Those XLS files don't actually match up to each other, so one ticket filing history XLS may have information for ticket ID 12345, that XLS file doesn't have the ticket comment history for ticket ID 12345 so we have to find a way to combine that data, and then we have to try to find a way actually figure out who filed that ticket because both ticket data XLS files don't have the information on who filed the ticket. Thus why it's a massive project and we weren't initially sure if we could actually import the data. It's why we've told the userbase that until we have some sort of update, their best option is to actually go ahead and not wait, refile the ticket they had and get into the new queue. So if you have a ticket you are waiting for an answer to from the old Parature system, please go ahead and file a new ticket, that is the best advice I can give at the moment as the actual import project is massive and we don't know at the moment if it is actually something we can accomplish.
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Posted: Mon Sep 03, 2018 8:42 pm
August 28th, 2018: Zero Omega sent noods I was wondering how active are the services in the ticketing center? A few friends told me they haven't had their tickets responded after months. Opal Magnum Been trying to get my first account trough Gaia Help since march but no ones awnsering. Are there like couple of thousand peeps trying to get their old accounts revived or something? Our apologies for the delay with your own, or your friends', tickets. We have a dedicated staff to the Help Center tickets working through them as fast as they can to catch up with our incoming backlog and are making steps to try to improve the process to ensure your tickets are ordered in a more timely fashion. If you do have a ticket number for the Help Center, then rest assured that your ticket is on file and that you will receive a response for it. Our apologies for any inconvenience caused by this and we'll work to get back to you as soon as possible.
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Posted: Sun Oct 28, 2018 8:54 pm
October 23rd, 2018: Jak Bauer Bryie Features Hihi. I was wondering if any progress on the ban appeals has happened? I'm just a little worried since I was banned on my main account (and am fighting it) in April, and people I know that were banned in March(ish) have already gotten their answers. I'm worried because I have had that account since the very beginning and even now I try to support Gaia. I love Gaia and I was just curious, cause well. I am worried it all got lost. I still have all the emails, the people are still willing to defend me on what happened and screen shots of what I could. I just really don't want to get lost in the system, especially with something I have spent literally half my life on. sad I apologize if I am being rude by asking, at this point I am just a little scared. Hi there, Things are a bit backed up, but work is being done on the queue. If you PM me with your ticket number I can look into it. I can't promise to solve it but I can make sure it hasn't gotten lost or something.
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Posted: Mon Nov 12, 2018 10:54 pm
November 6th, 2018: Jak Bauer Bryie ShopsI bought 20$ worth of GC on the 31st, was charged, and never got my GC. I filed a billing report and have heard nothing, I know there is migration going on... But no word at all is worrysome. :C Hi there, Send me a PM with your ticket number and I will look into it for you. As with everything else, some of the Help Desk's tools were affected by the migration, so they are probably just running a bit behind and hopefully will get to your ticket soon.
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