The Process of Reporting Bugs

  • TheTwistedTaste
    Lord
    Insider

    When submitting a support ticket on a bug I may have found, I get the same automated response (and that’s ok!) but a few days later it’s marked as “Solved” without reasoning?

    Does this mean they have fixed it for next release, they’re aware of it and will fix it when time comes, or just that the support site has automatically marked it solved because it’s been open X days?

    As a suggestion, it would be nice if there was an explanation as to why it was marked as solved - whether that’s any reasons stated above, even another automated response (I know the Rare guys and gals are busy.) The last thing I want to do is reopen tickets because my curiosity got the better of me!

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  • Musicmee
    Vanguard
    Insider
    Moderator
    Founder
    Deckhand

    @thetwistedtaste Ahoy matey!

    The best info I can share with you is the post made below...

    @khaleesibot said in [Gamebreaking server issues] Terrible server desync and huge lagspikes, getting worse with every update.:

    Hi all, I'll try to explain a bit what happens when you submit a bug report. Where possible Player Support give all the information they have to help you resolve your issue. If they can't, they then pass on the bug to the development team and your ticket is closed.

    In being closed, it doesn't mean your query is lost to the void, but that it has been passed to a team to be resolved in the future. We absolutely understand how frustrating it is to have an issue that isn't resolved straight away, but by reporting it to Player Support you have taken the right steps to helping us resolve it for you.

    We mark the ticket as resolved as an acknowledgement of receiving it and passing that to the development team. We cannot always give an eta on when the issue will be resolved, but we are always working to improve the game experience.

  • Qui3tCool
    Master
    Insider

    @musicmee said in The Process of Reporting Bugs:

    @thetwistedtaste Ahoy matey!

    The best info I can share with you is the post made below...

    @khaleesibot said in [Gamebreaking server issues] Terrible server desync and huge lagspikes, getting worse with every update.:

    Hi all, I'll try to explain a bit what happens when you submit a bug report. Where possible Player Support give all the information they have to help you resolve your issue. If they can't, they then pass on the bug to the development team and your ticket is closed.

    In being closed, it doesn't mean your query is lost to the void, but that it has been passed to a team to be resolved in the future. We absolutely understand how frustrating it is to have an issue that isn't resolved straight away, but by reporting it to Player Support you have taken the right steps to helping us resolve it for you.

    We mark the ticket as resolved as an acknowledgement of receiving it and passing that to the development team. We cannot always give an eta on when the issue will be resolved, but we are always working to improve the game experience.

    That is an ok answer in the quote as to an explanation to Rare’s process. However, I think many would eventually like to see some kind of follow up even if it does not come for a while.

    I know you are only delivering the message. You do a great job at providing information and trying to bring some clarity when the sea gets cloudy.

    I think many players would like to see a little more closure in the end. It also gets a bit confusing when the generic message gets followed up with a “how did we do” survey and nothing in many cases has been done at that point except pass along the message. The ticket is closed, but the problem still exists. Can leave the wrong impression.

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