LL support on the weekend?

Do they look at tickets during the weekend?

Hi there!

I could be wrong, but Im sure Linden Lab has a team of employees who are assigned to patrol and maintain the ticket base on the weekends. Although I am sure it will take a bit longer for your ticket to process.

My impression is that Concierge live chat takes priority over everything else, except for grid emergencies and grid updates. Support Tickets tend to be taken care of on a lower priority basis, and in a mysteriously erratic fashion. Some people's tickets get resolved very quickly, while others languish for weeks on end. I have no clue why and I will not speculate.

I recently submitted several tickets on a number of minor issues that have been building up. I had assumed they would be addressed or at least acknowledged in the order in which they were received, but that was not the case.

Instead, LL seems to do a sort of triage. The issues that can be dealt with quickly and definitively -- like "restart this sim" -- are done within a few hours. But in cases where the problem isn't easily solved, the tickets sat for over 10 days without acknowledgment.

I've actually worked a similar system myself in the field of document delivery (getting people articles or reports they want). The requests first went to computer sorting, then to minimal human intervention, then to full human hand-holding. If the computer could find the document, the order was filled within hours. If it had to go to the last stage, it could take weeks or even months.

But our clients knew this, and our system clearly communicated to them where their order was in the process. Assuming LL Support is using a similar system, I think better communication would help immensely. Just differentiating between "new" (not looked at yet) and "in process" (looked at, working on the answer) would ease a lot of people's worry that they ticket is being ignored. Even better would be to make use of the comments. Seeing no change on the ticket makes me feel like nothing is being done, but comments like "Escalated to Level 2 Team" or "Sending Linden out to investigate" tell me that they are working on it. Even if the final solution takes the same amount of time, I would feel a lot better about the process if I knew what was going on in the interim.

I always get a response - even if it's "we have no idea"

Obviously they don't like me

Well, can ya blame them? (kidding)

With more seriousness, sometimes I get a response similar to yours but there have been times where tickets have gathered dust for days with no response. I don't use tickets any more unless it's for something very low priority and/or trivial. Concierge chat is much faster and they do correct things right away there.

Wow, I wish I had your guy! That's very good communication there.


I just wanted to note that non-concierge chat is also available, and at least for me, had always gotten an instant response. In fact, it's been so effective that I forgot about using the concierge one even though I've been eligible for almost two months!

LL support on the weekend...

Hmmm... guess I should have answered the question directly.

Yes, I have received LL support on the weekends.