Discord is marking all my new tickets as solved?
Discord is making all new tickets I write in appaear as solved? only one of them has been left as open and hasn’t been marked as solved? What does this mean? Will I eventually get my account back?
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They say they have a high volume of tickets right now. It took about 5 days to get a non-bot response to my last few tickets, may be even longer with the holiday this week depending on where their support people are actually located. Just be patient, they probably have a bot to automatically close duplicate tickets if you've submitted multiple for the same issue.
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Things is I’ve gotten a non-bot response to my ticket but that was just them telling me to send in a picture verifying my age, which I did. That was about 3 days ago and I haven’t gotten any answers since then.
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How long did the initial response take? Sometimes it's confusing as to whether or not it may have been a bot because I think Nelly is a bot that is set up to automatically follow up on common tickets, and the response was probably just to make sure that the information was available when a human is actually able to look at it.
For some reason the responses from Nelly don't have the “this is an automated message” thing on them though.
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The response took about 3 hours I believe? It was from a human I think and they were the ones to ask me to send the information which I did.
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They have mentioned a surge in ticket volume lately. My recent tickets took roughly 5 days to receive a non automated response and considering the holiday this week it might take even longer depending on the support teams location. Just hang in there they likely employ a bot to automatically close duplicate tickets if you ve submitted multiple for the same issue.
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Where you guys following the situation? Where they mention the surge in tickets? Honestly I was straight convinced we just being ignored.
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I sent a BBB complaint and that was the response I got. They should put a banner that says so on the support site or have their bot auto-reply to messages that the ticket volume is higher than normal with a predicted wait time while leaving the ticket open. For example, this is what is on the top of the Epic support site right now:
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Oh gotcha, thanks for sharing that.
Yeah, a banner or/and a bot replies with a heads up would really help us and also them. I bet a lot of extra tickets and updates are created just to get Support to respond.
They do say they are having a surge.
What's interesting Discord_Support on Twitter didn't mention that when I've asked if they could help out.
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I just got a follow up and was unbanned and subscription restored.
They saying they are pretty swamped. So for anyone who is still waiting on their ticket to get noticed.
Also Alani , thank you so much.
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Yup, that was my BBB claim, Discord really needs to handle up front communication better, especially with the bots. At the end of a bot response, it should explain that the ticket has been closed and how to reopen it if you think it was an error. If it's not a ticket that gets flagged for a bot response, there should be a bot response about the ticket volume that tells people not to open duplicate tickets. There's so much that could be handled better here, I shouldn't have had to go to the BBB to get that response about ticket volume because without that context it really feels like we're just being ignored.
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Alani what is BBB? How I send message to them?. Antygrav Do you send something?
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Alani how do i submit a BBB complaint, its been almost over a month and im pretty sure my account is going through the deletion process, but eitherways, i’ve submitted multiple tickets with everything theyve asked for me to send them, i only got a “human” response to one of them and it was just them restating the previous message, every ticket i send them just gets marked as solved under 5 minutes, shit us pissing me off, i wanna get my stuff back
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You can send a claim here, only do this if all of your tickets are instantly closed with no response or no way to reopen them.
https://www.bbb.org/us/ca/san-francisco/profile/computer-software/discord-inc-1116-918699/complaints
Check your tickets here to make sure your ticket is still open, if you have an open ticket do not bother sending a BBB claim because they'll just refer to the ticket. Also, click on the ticket and see if you can reopen it by adding more information on the bottom first, it may have been auto closed by a bot and you didn't notice. https://support.discord.com/hc/en-us/requests
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Been hacked been a month since ive gotten a response
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Having the same issue I got my account disabled and my tickets were getting marked as solved with no reply or movement on my case. Its been very frustrating because I just want my account back. They told me to follow simple instructions and I have to receive my account back. I’m a assuming a bot named Nelly and another one with the name of grithm something similar to that are marking them close. Everytime they do I send in a new ticket and 20-40 mins later they shut it down as solved. Seems like all this work wont even get me anywhere and supposedly I have 14 days to get this support before my account is terminated completely. :(
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me too I got a wrong banned and Nelly just sloved everything :"(
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I also had this problem, no response whatsoever and when I sent them updated information because I thought I messed up somehow it's just consistently closed by nelly. This all happened the day after I got nitro too, now I have to get a new card because I cant even login to cancel the subscription….
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This guy from discord support is marking my ticket solved after sending my pictures with my id, and he doesn't reply to me? My account is still suspended this is a joke.
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