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 Posted: Fri Dec 21, 2018 7:03 pm
December 19th, 2018: Jak Bauer Canicuss Filing a ticketI have been trying to file a billing ticket for the last few days, I fill out the form and complete the captcha but once I complete the captcha it takes me back to the the page I started on and the option to Finish is nowhere to be found. I've turned off all adblockers and I've tried both Chrome and Microsoft Edge. Am I doing something wrong, if so would somebody direct me how to complete this. Thanks Hi there, Please PM me and I can help you look into this.
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Posted: Sat Jan 19, 2019 6:40 pm
January 15th, 2019: Jak Bauer Lenoxia Help Desk/Miscellaneous My question is how long are wait times for support tickets/help desk tickets? I have a friend whose been waiting for 2+ months now (November 5th) with no response, and they were locked out of their account. Hi there, Have your friend inbox me and I can check on the status. There is a long wait but I can make sure the ticket was recorded correctly.
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Posted: Sat Feb 02, 2019 7:13 pm
January 29th, 2019: Jak Bauer Bryie Featuresre: Pending ban appealsI was wondering if there was any movement? It's been since October since I last asked and Jak Bauer helped me a little by letting me know mine wasn't lost. I was just wondering if their was any movement, since at this point, in three monthish, it will be a year since I was banned; and someone I know who was banned before me like, maybe a month? Has already been answered before I asked Jak. Do the recent letting go of some staff effect the speed of the appeals? Thank you! Hi there, The queue is being worked on, there was no loss of productivity with changes. Please be patient and your issue will be resolved A.S.A.P.
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Posted: Tue Feb 12, 2019 2:09 pm
February 1st, 2019: it amy Jisen Meizuki If there's a glitch when purchasing GC or buying an item with GC and file a ticket about it, does it also apply to getting a star? Yes! Just be sure to note in your ticket that stars are missing, and we can grant stars to you for any mistakes the system may have caused it amy Goosies Moosies [ In reference to the last question above] Hi, I'm just wondering how long users are going to be waiting for star grants? Since the backlog is currently in the 1000s/people waiting for months to replies on tickets. Curious about how quickly a paying customer can expect to get their rewards in the event of a glitch.. You do not need to file a ticket to receive a star grant, you should earn your stars immediately upon approved purchases or spending. If you do have an issue where you are not granted the appropriate stars or gaia cash, please file the appropriate Billing Ticket (not a General Inquiry ticket!) Jak Bauer As long as the ticket is filed correctly, as a Billing Ticket, not a General Inquiry ticket your issue should be looked at and hopefully resolved quickly. Depending on the when it is filed usually within 1-2 business days.
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Posted: Mon Mar 04, 2019 8:41 pm
February 26th, 2019: Jak Bauer edokitty Question Category Features Question. I filed a ticket in the help center and it has been open without response for 10 months. What is the normal time frame for help center tickets to be resolved? Hi there, Unfortunately we are quite backed up. Please PM me with your ticket number and I can look into it for you. I can't guarantee being able to solve your issue but I can see if there is anything hanging it up.
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Posted: Sat May 25, 2019 6:29 pm
May 21st, 2019: Jak Bauer rheostatic FeaturesJust wanted to bring to everyone's awareness that there is apparently an issue with zen desk. Several people in SQ&A have been stating they either can't make tickets or can't update tickets most talking about a message bout the account "expiring". One such example is here where they say they get the following error message "Failed to create: user cannot be created/updated; this Zendesk account has expired". Hi there, We are looking into it and hope to have the issue resolved A.S.A.P. Lanzer Uh oh, we will look into the issue. Thanks for the heads up.
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Posted: Mon Jun 03, 2019 8:15 pm
May 29th, 2019: [NPC] Gaia Staff Welcome Back! Quote: Help Desk Over the past week, Zendesk and Help Center have been expired and users unable to put in tickets for support. Are there any plans to renew the Zendesk, and when can we expect it to be back online? We have just renewed our annual Zendesk subscription and Zendesk should be back this week. Tomorrow we hope to announce an alternate way to submit Billing tickets to get them resolved until the Help Desk returns. Jak Bauer breathless_dead Gaia Help CenterI believe that there was a staff notice about issues with the help center. Will this affect any tickets that have already been submitted/updated? Is there an update on the current help center issue? Hi there, Nope, all tickets that had been previously submitted and any responses are saved and as soon as it comes back online you will be able to access your tickets. Lanzer Batty Princess Illumina Features:When the zendesk/Help center is back or you find another alternate way for us to submit billing tickets, will the feature be just for billing tickets or will we be allowed to submit other types as well? Zendesk will be back very soon. We have a backup ticketing system ready in case this happens again. Sorry for the wait. Lanzer Knight Yoshi FeatureSo I’ve been thinking about this. Why not move the report system to Zen Desk? Have one system/location for all tickets/reports. It's mainly because of legacy. System was created back in 2005 and migrating everything over takes a lot of time, and we have to balance between doing that or working on major features. Jak Bauer Hi there, The current report system built into Gaia automatically provides information that we use to process the reports. Zendesk doesn't have that capability natively and it would be prohibitively time and money intensive currently to get it to replicate the same functions.
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Posted: Sat Jun 08, 2019 7:43 pm
June 4th, 2019: [NPC] Gaia Staff Welcome Back! Quote: FeaturesHelp Desk Thanks for re-opening it. Can we now close our own old tickets ourselves? I have open 4 tickets I'd like to close because Lanzer fixed them already, only 1 ticket remains currently unresolved. (Good to hear your fingers are ok again, Lanzer.) Yes, you can close your own tickets.
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Posted: Sat Oct 26, 2019 4:51 pm
October 8th, 2019: Jak Bauer The Golden Boleyn Custom Service/Project Tickets:How do compensation tickets for mistakes/mismanagement work? Are they fast tracked completely so the customer doesn’t feel neglected or is it normal to wait months and months until something happens with it? I’ve never been in this position myself and it’s been over eight months now. Hi there, Please inbox me with your issue and I will look into things. I can't guarantee being able to solve your issue but I can hopefully give you an idea of what's going on.
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Posted: Wed Jan 22, 2020 8:46 pm
December 30th, 2019: Seduces brittle children MiscAre the people who deal with item tickets also the same that deal with help center tickets? I'm just curious how the queue is going cuz it feels like it takes forever ;_ ; No we are not the same group! Jak Bauer I Noticed You Help Center TicketHello staff! I am not sure how to word this correctly? Last year the Narwheel feature took my GC and gave me no items. I submitted a ticket a year ago with no response. I would like that looked into...... edit: I know I am not the only user who had GC stolen by this feature on that same day. There are other tickets submitted for this issue Hi there, One of our staff checked and the reason why you hadn't gotten a response is you filed a General Inquiry ticket rather than a Billing ticket. I have moved the ticket over to the correct queue and hopefully someone will get back to you A.S.A.P.
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Posted: Mon Apr 06, 2020 7:33 pm
March 31st, 2020: Jak Bauer 2sammygate Jak Bauer 2sammygate featuresis there even a point to having unban in the ticket system? 99.9999999999999% of the time the ban is never reversed anyway. consider being a bit more lenient with people? bad apples can always be rebanned easily. Hi there, Sure there are lots of reasons On occasion there has been an error in why someone was banned, say someone hacked the account and the hacker is the one who did the deed. People have asked to close their account and we do so by banning it to make sure it can't be misused while the person is away. There are some things we are willing to discuss with people as to why they were banned and we are willing to take a look what went on and possibly unban things. Sometimes people have payment issues which result in their accounts being banned. Once those issues have been resolved we are glad to unban the accounts involved. Things we aren't willing to discuss as there is NO good reason why someone on Gaia should do this: Harassment Hacking Phishing Sexually Explicit Materials There are probably more, but just dashing this off quick, so please don't take the above as a complete list. oh how i wish it was that simple, but you can literally get banned just for sitting there. it's kind of disturbing. Hi there, Actually not, and it does the community no good to have people say things like that. Accounts get banned because of actions they took. The fact that the person committing the action may not think they broke the rules doesn't mitigate the fact that they did.
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Posted: Mon Apr 20, 2020 7:12 pm
April 14th, 2020: Jak Bauer What Happens At Night Bug??My friend has been dealing with this glitched out ticket on gaia for almost a month now... her thread It would be really nice if someone could help her out... Hi there, Tickets are responded to in the order they are received. Unfortunately there is some backlog in getting to tickets, but your friend's ticket will be answered A.S.A.P.
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