Nelly
Hey guys, the old thread was deleted by me at the request of the Supervisor. Do note that the supervisor was doing his job and i dont blame the supervisor. Please do not continue the topic or post any topic regarding the Discord Supervisor on any threads. :)
Response from staff: “Yes. Nelly is a bot. Sadly, I'm unable to share more information about the inner workings of our system.”
I responded with: “Hey there [Censored]! Thanks for clarifying that. But i do wanna know if Nelly has perms to resolve a ticket, me and the user's that is experiencing Nelly closing ticket want to know if Nelly has access to it or not. I also want the Manager or Supervisor to checkup on Nelly for this issue, especially the Automation or Bot section of ZenDesk Admin Center :)”
Staff Response: “Sadly, as mentioned, for privacy reasons, we're not able to share the specifics of the inner workings of our system.”
Please note that for privacy the staff and supervisor name has been removed from this post.
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Unfortunate. Expected, reasonable even, but unfortunate. I guess they just want us to bumble around in the dark a little longer regarding specific reasons Nelly, or other members of the team, take issue with our tickets. Still not a great support model but at least that's one mystery definitively answered. Appreciate you sharing, fam.
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If I am to guess what's going on here, Nelly is a bot that removes any tickets that it is able to judge are not “correct” as a method to keep the queue down? This is just a guess. I've got a time sensitive ticket unanswered for about 2.5 days so far so I am going to hope since my ticket is not closed or assigned yet that it made it through what I'm calling the “Nelly Check”.
I wish I wrote my ticket better but I know that any action on it without it being assigned will push it down the list of unassigned topics by age of last activity, so I'm holding off on commenting on it until it says something happened.
While I can see using a bot to try to save time on invalid tickets they really should consider methods to remove time pressure from users, such as making it so a disabled account is not deleted until it has no tickets for 30 days rather than 30 days after it is disabled. It's the time pressure on users that is causing a lot of ticket spam and people are really panicking based on the posts I've seen. Some have already lost their accounts despite doing everything right.
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Given that people have ticket times exceeding a month, some even having their accounts deleted unjustly before the appeal is even looked at by a human support member, there's no more excuse to keep up the corporate curtain. Whoever this supervisor is, they need to go public with some of the trust and safety team here, on twitter and in the town hall discord server and start directly answering questions without any more canned “we are not allowed to discuss matters related to trust and safety” style answers, taking ticket numbers and bypassing the system to solve issues. I have never believed the ticket volume actually exceeds their capability to process them, given most of these problems are related to false underage bans which should be a 60 second or less fix
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So should we all send in more tickets? I only had mine forward to support a month ago and nothing sense.
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I called, sent letters, replied to their twitter and facebook posts, direct messaged, email their board, and much more. All ignored.
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Hey buffy! There have been some issues with your Nelly bot, It keeps saying my apeal has been ‘solved’ but does nothing about it. If you could personally look at my request of fix the bot that would be the most appriciated. Thanks.
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Hey Userpenoz, i need to clarify something. I'm not a Discord Support Team or a Discord Employee.I'm just a Discord User helping other user's. If you want to contact them about this issue please go to the link i gave below this text.
On one of the field [Type Of Question?] Click on the “General Question”
Note: Due to current holiday's, Discord Support Team responses to ticket's are delayed, please be patient as the team reply back to your issue/request.
Best regards,
Buffy • Just Helping!
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What should I do? I only recently started seeking support a month ago and it hasn't made much sense.
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Dang :(
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