Short answer: Your ticket requires me to do quite a bit of research, and as such takes longer than most normal tickets. I know your ticket is there and I know you have been waiting for a while, but i need to gather more information before I can address it properly. I hope you can understand that and I ask you to be patient just a bit longer - it is being worked on ( as always ).
Explanation: In general speaking ( not directed as khaos ), we don't forget about tickets and yes, bumping them causes them to fly to the bottom of the queue ( which many do not seem to be aware of @_@; ). Depending on the case and time it takes, it will get handled sooner or later. Ticket # is not a clear indication of when something will be done and there is little to no use comparing ticket IDs or submission dates to show how long you have been waiting. If you end up waiting longer than someone else, then you can be sure that there is a good reason for it. For instance, a suggestion at the moment would receive little attention: It would get forwarded to the right place, and then probably either closed with the respective GM doing a memo about it, or kept in the GMs bin for future reference & update once the suggestion has been accepted or turned down. This is because right now there are more important and pressing things than suggestions ( scams, bugs, bans and so forth). They are not being ignored nor forgotten about, they are merely added to the "to do".
Here are a couple of tips:
Before you write the ticket, do research. The forum search is your friend and so is google. The rules page is also a good thing to check before posting rule-related things.
In your initial ticket, include as much information as you possibly can.
Read over the ticket twice.
Go away for 5 minutes, come back, and read over the ticket once more. Add more things if you can think of any.
^ Repeat
^ Repeat.
After you added everything, read over it once more. Use firefox build-in form spell check and try to include at least some punctuation.
Keep in mind, if you forget information and update your ticket by yourself it will think of it as a bump and send it to the bottom of the queue, so please do make sure to include enough information right away.
If you have to ask yourself "should I write this here or not" then yes - write it there.
For example, if you submit a ticket about lost items, tell us the history of the item, if you want to recover an account, add as much information as you can about the account. Extra information makes it much easier for us to handle. IF its a paypal thing, include your transaction number, email, amount, name, everything. HELP US HELP YOU.
Your ticket will take much longer if we have to ask you for additional information !
And lastly, don't freak out if it takes a while, yes we are swamped in tickets, but we really are working hard on answering them. Our system doesn't allow us to forget tickets. The oldest tickets are at the top so really the worst thing you can do is to bump it.
If you have several problems, and both of them are of a different nature its best to make several tickets, on the flipside if its 2 problems of the same nature, combine them. ( For example if its 2 paypal related things its easier to handle if i see both of them in one ticket , but if its 1 paypal and 1 event related thing its faster if its split up. If its 1 ticket its likely that itll go to my box first, i handle it, then it goes to windfall, and wind handles the other problem, as opposed to us both handling the problems individually at the same time. )
~ Talis
