#Ticket closed instantly because it was tagged as a duplicate of a different issue

13 messages · Page 1 of 1 (latest)

bright birch
#

I've submitted a ticket about a bug with the dragon invasion event already on the 15th of December, and it is on the "still investigating" status as of yesterday.
Today I submitted a **different ** ticket about an **unrelated ** issue that also happens to involve the dragon invasion event and that was answered right away with, basically, "this is a duplicate and has been closed as such".

The thing is, it is not about the same issue, and the rep marked it as closed immediately, so even though I replied right away explaining it was, in fact, a different issue, the message bounced as it was already locked.

How should I proceed, should I keep trying, submitting a new ticket about the second, newest issue, and hope it is read carefully this time, or is there a different way of going about it?

narrow relicBOT
#

@bright birch

[This is an automated bot response]

Thanks for posting your bug or issue!

Please make sure you have included as much of the information mentioned below as possible regardless of how minor you may think your issue is. This information will help us greatly in investigating and will cut down on unnecessary back-and-forth discussions.

  • Your full Player ID (PlayerName#12345) which can be found on your profile card below your username
  • Your platform(s) (Epic, Steam, Android, iOS)
  • Your operating system and system version (e.g. Windows 11, Android 13, iOS 16)
  • Your device model (e.g. Google Pixel 7, iPhone 13)
  • Any reproduction steps for your issue
  • Any screenshots or videos
wheat ridge
#

even though I replied right away explaining it was, in fact, a different issue, the message bounced as it was already locked.

That's weird, and not even how the ticketing software is meant to work. You did exactly what should be done in that situation - agent made a mistake, you replied pointing that out. That should reopen the ticket.

#

Could you show me the message you received back when you tried to submit a follow-up?

bright birch
wheat ridge
#

That's the initial reply, from when the ticket was first closed as a duplicate. I'm saying what you receive when you reply to that, which is what should be reopening it

#

even though I replied right away explaining it was, in fact, a different issue, the message bounced as it was already locked.

This bounce here

bright birch
#

Ok well then it was probably just a timing issue, as I received that I think seconds after sending my reply to the "We would like to inform you that this conversation is being closed as you were already being assisted with this query on a different conversation ", so I assumed it was an automated reply to it

#

as in, I get a reply from the Csup rep and reply to that thread, and then get this message separately afterwards.

Thinking about it now, the fact that it was not aggregated to my reply shows it was probably not an automated bounce on that one.

#

I was told though, by the text pasted above on the screen, that for further help I should reply to the other ticket or create a new one, reopening is not an option. I can reply to it now if you wish.

bright birch
#

Soo.. it's now the 24th and still waiting for a reply

bright birch
#

This was the last ticket I'll ever submit. At this point I'm waiting on an answer from 2 tickets from December and after an initial interaction here, I was just ghosted.

I'll just stop helping you out for free when there is clearly no desire to even consider the input. Pathetic.

wheat ridge
#

Not ghosted, just still waiting