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GM_Cara

GameMaster: USA
GM_Cara
Joined
07 Jan 2010
Posts
642
Location
United States
PostedMar 10, 2011 5:31 pm   Last edited by GM_Cara on Mar 11, 2011 2:43 pm. Edited 1 time in total

Ticket Status Explanations

***Updated with changes to status names***
Hello Everyone,

We have recently had players that are confused about the Status (New, Open, Stalled, Resolved, Rejected) of their Request Tickets.

The status messages have been updated to reflect the following changes in name:

New > UnOpened
Open > Opened
Resolved > Hold-Customer
Stalled > Hold-Aeria
Rejected > Spam

Please see below for further explanation to what each status means.


After you use the Contact Us form, you will be able to see information on this including the status by taking the following steps:

1) Click on Contact Us



2) Click on My Tickets




-------------------------------------------STATUS EXPLANATIONS-------------------------------------------

STATUS: UNOPENED


A ticket status marked UNOPENED means that the ticket is waiting in line with other tickets. It has not yet been seen by a Game Master and nothing has yet been done to it. As soon as anything has been done to the ticket from either party (player or GM), the status will change to OPENED.



STATUS: OPENED


A ticket status marked OPENED means that some action has taken place with the actual ticket. This does not means that something has been done about your ISSUE. Essentially an OPENED status means that your ticket is in a specific Game Master's "in-box" and will be handled by the Game Master.



STATUS: HOLD-AERIA


A ticket status marked HOLD-AERIA means that a Game Master has reviewed your issue and determined that more research is needed and they cannot immediately resolve your issue.



STATUS: HOLD-CUSTOMER


A ticket status marked HOLD-CUSTOMER refers to the TICKET itself, not the issue within the ticket. Hold-Customer means that the GM team has responded from our end and "the ball" is now in your court. If the problem you had has been fully completed then no further action on your part is required. If you still need help or the Game Master requested more information then the ticket will stay Hold-Customer until you reply. Once you reply, the ticket status will change back to opened and be placed back into the GM's "in-box". Hold-Customer status does not mean that issue has been fixed, it is simply the term used in our internal tracking system.



STATUS: SPAM


Very very very few tickets receive a Spam status. Spam usually means that the GM team has taken every possible action to help the player but the player refuses to cooperate or our system has marked it has spam.
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darkside1

Rank 3
darkside1
Joined
03 Aug 2007
Posts
1398
Location
Cameron Park United States
PostedMar 10, 2011 8:22 pm
^_^ i remember back in the day when the only status we got was the auto-response for sending in a ticket...

weve come a long way.

chuyax19

Rank 0
Joined
28 Nov 2010
Posts
3
Location
Philippines
PostedMar 10, 2011 8:36 pm
hope they will read my ticket as soon as possilble ..cant sleep with my account banned Sad

andaro

Rank 5.1
andaro
Joined
09 Nov 2007
Posts
6435
Location
The Southern Oracle United States
PostedApr 18, 2011 10:50 pm
ooo ty Cara for that Very Happy
heehee dont mind me if I link ur post Razz

kvnkvnnn

Rank 0
Joined
29 Nov 2010
Posts
1
Location
Philippines
PostedAug 15, 2011 8:29 pm

how many days for hold-aeria

waiting for hold-aeria action
my report got a hold aeria status, its been 3 weeks since i reported the issue i submitted and i dont want to follow-up a question there coz the status might change again to unopened and i got many proof of screenshots there i mean does gm reviewing it till now?


more power gm Smile now i know what hold aeria is.... thanks Wink

andaro

Rank 5.1
andaro
Joined
09 Nov 2007
Posts
6435
Location
The Southern Oracle United States
PostedAug 16, 2011 7:00 am

Re: how many days for hold-aeria

waiting for hold-aeria action
kvnkvnnn wrote:
my report got a hold aeria status, its been 3 weeks since i reported the issue i submitted and i dont want to follow-up a question there coz the status might change again to unopened and i got many proof of screenshots there i mean does gm reviewing it till now?


more power gm Smile now i know what hold aeria is.... thanks Wink  


Not at all.
Contact a Game Sage in the shoutbox, and give them your RT# and ask them to consult a GM about your RT, and It will get resolved. ^_^
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