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indo78

Rank 0
Joined
10 Feb 2012
Posts
3
Location
Netherlands
PostedOct 05, 2012 12:14 pm

Ticket response

When will I get a response on a ticket i sent?
I have sent a ticket on 3-10-2012, and updated the info on it on 4-10-2012..i see it is still unopened. When will it be handeled? Ticket was about billing issues.
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RollaR_50248

Rank 2
RollaR_50248
Joined
01 Feb 2012
Posts
716
Location
United Kingdom
PostedOct 05, 2012 1:51 pm
billing tickets take a lot longer than game support tickets. The billing department have to respond to tickets across the whole of Aeria which is a huge task, so their responses can take as long as 4-5 days, although often it's more like 2-3 days.

Also, the way the ticket system works, every time you add information to an existing ticket this pushes it to the back of the ticket queue again as it the ticket had only just been placed and the timer for a response restarts. So it is always better to leave a ticket untouched once submitted.

GMtk421

GameMaster: USA
GMtk421
Joined
23 Jul 2012
Posts
737
Location
United States
PostedOct 05, 2012 5:00 pm
I will confirm everything RollaR just said. Please be patient with the billing ticket Smile

indo78

Rank 0
Joined
10 Feb 2012
Posts
3
Location
Netherlands
PostedOct 31, 2012 8:36 am

Response Ticket

When will issue be resolved?
Guys, I first sent a ticket on 4th of October about missing AP. After several replies to billing...my Ticket has been on Aeria-hold since 20 October, it is 31 October now...Any idea when my issue is resolved?? An update on progress would be nice...that would at least give me the feeling I havent been forgotten...

GMtk421

GameMaster: USA
GMtk421
Joined
23 Jul 2012
Posts
737
Location
United States
PostedNov 01, 2012 1:35 pm
Browser GMs cannot do anything with Billing Tickets. Simply not our department. For what it's worth adding responses to a ticket resets its timer which pushes it to the back of the open queue which ultimately increases response time.
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