ticketing

just wondering how long does it take normally for a ticket so be resolved after you submit it . mine says that it is being worked on as of last night

I had one as "work in progress" for over a week, wasn't even a difficult one. And that was concierge customer level, lol.

I've had some that were resolved within a few hours (easy ones like "restart this sim", and others that went 2-3 weeks without being touched (which weren't handled until I followed up with a live chat).

As Ava siad, solution times depend on complexity of the ticket.

However, if you think the ticket should have been handled already, then you have three options;

1) Wait.
2) If you're Premium, open up a Live Chat on Monday and ask if the ticket is being worked on. Have the Ticket # available for reference.
3) If Basic, submit another Ticket to check on the status of the previous Ticket. Again, be sure to reference the fisrt Ticket # in the second Ticket.

Obviously, if this isn't something that needs handled NOW, then patiences is the key. Overloading the Ticket system only makes it go slower. However, if it's something hindering your Second Life enjoyment, then you should follow up on it.

~Jessy

Just noting that live chat is now available 24 hours a day, every day (except maybe holidays). I still occasionally get the "sorry, we're unavailable" message along with the old hours listed, but it is just temporary while all the support staff are busy. If you get the "unavailable" message, try again in five minutes.

Hope you're ready to laugh as submitting tickets in sl is nothing but a joke. A bad joke at that.

24-48 hours

Really?

When did they change this? And (yeah, this is gonna be the dumb question) did LL post the change on the blog, or did they just do it and not tell anyone?

Glad they're going 24/7, but I'm surprised they didn't make it more public knowledge. Showing improvement of the Support system would be good PR, and 24/7 Live Chat is deffinately an improvement.

~Jessy

The last ticket I submitted was resolved in less than a day.

Yep, really!

Announced on the blog as "Support Expands Services", Aug 24, 2007:
http://blog.secondlife.com/2007/08/24/support-expands-services/

Pertinent bits:

"we have recently expanded the hours for billing and outworld technical support to 24/7."

"What this means to you is that billing help is available by phone, live chat and ticketing all day, every day, regardless of your location."

"Outworld technical support (handles issues with your computer accessing Second Life: software crashes, graphics problems, connection issues) is also available via text chat and ticketing 24/7 for premium Residents."


And a week later Concierge moved to 24/7:
http://blog.secondlife.com/2007/08/31/concierge-support-moves-to-247/



Strangely, I now see it doesn't mention INWORLD support live chat being 24/7. Still, I've used it several times on nights and weekends, and always got a hold of someone within a couple of minutes.

Lucky you.

Last one I submitted was responded to 3 months later. And I had called them directly by phone which by the way took me about 30 mins or more of waiting for someone to talk to me while all the time enduring tiresome automated repeated recordings of 'tips' on sl. Three months later they finally responded in sl where I then told the Linden who IM me, what good does it do me now, where were you 3 months ago when I needed you. This person never said another word and left. Even this person knew enough not to respond after that.

'nuff said?

I thought their signature message was in the range of, "As much as we've tried something has gone wrong." And of course their ever popular one, "Please, be patient."

Some within hours for showstoppers some like "get tree out of middle of road" have been in for months with no reply.

I have had a ticket that has been in Work in Progress for 9 days but noone has even replied to me despite a nudge to them.

Right I have a question how do I get live chat for some help. As my problem which is not minor still exists.

Go to the Support page (can be accessed by the Support link under the bannner at the top of the forum here).

Log in.

Select "Solution Finder".


Go through the steps here. What you pick, or search for, doesn't matter, really. The steps are for people to try to find thier own answers. (This is one aspect of Support where I think they should just put in a direct link to the Live Chat.)

After 4 pages of "pick one" or "search for" options, you'll be given the option to submit a Ticket or start a Live Chat.

Note: There are THREE Live Chat options. BILLING, TECHNICAL, and IN-WORLD. You'll want the In-World option, obviously.

~Jessy