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Help Center Questions.

MiniPixels MiniPixels
in General Discussions

I recently lost all of my event items and last week I made a ticket to see if I could get them back, the same day I got a response saying I needed to give my steam url, I did immediately and haven't gotten a response since. I also noticed that there is no longer anyone assigned to my support ticket. I tried creating another ticket and it was closed immediately, almost like a bot had deleted it. Just wondering what's going on and if I can expect a response. Thanks

(also sorry if this doesn't belong in general, I didn't know where to put it.)

Tagged: Community ManagerDev

Comments

  • Peanits Peanits

    Going to split this into two parts for clarity:

    1. Your ticket gets unassigned because when you first create a ticket, it goes into a general pool. Here, someone will ask you for the information they need to help you out, and then put your ticket into a more specific pool. Since these tickets are more technical, they need to go to someone specialized into restoring those cosmetics. As soon as one of those specialized agents can get to it, you'll receive a response.
    2. Your second ticket would have been closed because duplicate tickets are automatically deleted. Extra tickets just clog up the system and slow things down for everyone. Just hang tight, they'll get to it as soon as possible.

    Short version: Don't worry, those types of tickets not being assigned to someone is normal, and someone will get back to you ASAP. It just depends on how many tickets are coming in at the moment.

  • Lost_in_the_Fog Lost_in_the_Fog

    Maybe try replying again to the email that asked for your Steam ID? I think when you reply to an email it reopens your ticket.

  • MiniPixels MiniPixels

    @Peanits said:

    Going to split this into two parts for clarity:

    1. Your ticket gets unassigned because when you first create a ticket, it goes into a general pool. Here, someone will ask you for the information they need to help you out, and then put your ticket into a more specific pool. Since these tickets are more technical, they need to go to someone specialized into restoring those cosmetics. As soon as one of those specialized agents can get to it, you'll receive a response.
    2. Your second ticket would have been closed because duplicate tickets are automatically deleted. Extra tickets just clog up the system and slow things down for everyone. Just hang tight, they'll get to it as soon as possible.

    Short version: Don't worry, those types of tickets not being assigned to someone is normal, and someone will get back to you ASAP. It just depends on how many tickets are coming in at the moment.

    Thank you so much for the clarification, I can now rest easy knowing that they're working on it.

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