View Poll Results: Which support team would you choose?

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Thread: Why we have 12 Support Specialist and 3 Community Manager?

  1. #1
    Master Sorcerer
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    Nov 2017
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    701

    Default Why we have 12 Support Specialist and 3 Community Manager?

    There were only 3-4 support specialists and 0 community manager when there was 70,000 online players and old support team managed quite well even if they were only 3-4 person. Also i want to make a poll that which support were better one. Please don't close this thread please, it can be feedback to Growtopia Operations Managers.

    Personally i can wait 4-5days for mail reply if i will get non-automatic reply. Currently if you got banned, you have no chance to talk to support again even if it's wrong ban. Their auto reply like ''' You got banned for doing illegal activities and you are not welcomed to growtopia again. Since we answered your mail, your next mails will be ignored. ''' I didn't really saw someone who got un-banned by support after he received wrong ban. Mostly they are trying to reach Moderators 1.0 or one or two moderators from Mods 2.0

    12 support Specialist and 3 Community Manager total monthly salary like 50.000$ or something. It can be spent as a resource for better updates.
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  2. #2
    Banned
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    Mar 2019
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    Default

    Support takes now like 2days (max).
    Back then it took 2 weeks (min).

    Maybe they have so many, so that people wouldn't have to wait for two weeks for support to reply.

  3. #3
    Master Sorcerer Bardes's Avatar
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    Jan 2020
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    Default

    Quote Originally Posted by Normelad View Post
    There were only 3-4 support specialists and 0 community manager when there was 70,000 online players and old support team managed quite well even if they were only 3-4 person. Also i want to make a poll that which support were better one. Please don't close this thread please, it can be feedback to Growtopia Operations Managers.

    Personally i can wait 4-5days for mail reply if i will get non-automatic reply. Currently if you got banned, you have no chance to talk to support again even if it's wrong ban. Their auto reply like ''' You got banned for doing illegal activities and you are not welcomed to growtopia again. Since we answered your mail, your next mails will be ignored. ''' I didn't really saw someone who got un-banned by support after he received wrong ban. Mostly they are trying to reach Moderators 1.0 or one or two moderators from Mods 2.0

    12 support Specialist and 3 Community Manager total monthly salary like 50.000$ or something. It can be spent as a resource for better updates.
    They are doing so much more than we think and all of the support specialists or community managers are needed just like other games.

    On the other way, the player reports through tickets should be improved, all of support specialists are answering players like "You can wrench to the player and click the report button or type /mods to see the moderators online". That is so unnecessary and unefficient. All of ubisoft staff members are able to check everything that a player did but it is written to there like "We cannot ban people just on the say-so of other players".

  4. #4
    Master Sorcerer Winwood's Avatar
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    Default

    There are much more to it than just the things you’ve stated - you’re not wrong, people do need reasonable answers, but you’re also missing out the different points.

    Firstly, the support desk used to take around a week (on average) to reply (at least for me and some others), while the ones they have enforced now takes a couple hours - a couple days.

    Amount of players doesn’t equal to the amount of support tickets being sent in, so just because there were 70k people online at one point, doesn’t mean the amount of tickets had risen significantly.

    The support team doesn’t only focus on support tickets, most of the time they moderate in-game, plan community events and spend time hanging out with players.

    However with that said, support desk from the older days were more open-minded (in my opinion), they could joke around with players during the appropriate subject/matter. I guess the current ones are just more serious and formal with their job which isn’t necessarily a bad thing.

    Ultimately, it’s based on individual preference, nothing right or wrong and both are better in different ways.
    Don’t wait for opportunity. Create it.
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  5. #5
    Master Sorcerer JimIzPro's Avatar
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    Default

    how do you expect them to investigate and know your issue/ban within 24 hours or 3 days bruh

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  6. #6
    Lesser Wizard CaribbeanJr's Avatar
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    Excuse me but Sethmumu era support wasn't as good as ubisupport is, Back then if you got scammed they'd reply a no reply email straight without any investigations, take more time for uncommon issues like bugs/glitches discovered, I think that people hate on this ubiteam just because they don't personally like Ubisoft which is wrong, because they always listen to the community, and they take decisions based on our requests which wasn't the case before 2017.

    PS: 99% of the players who got banned for illegal reasons say that they weren't guilty that's why they have that auto reply emails, try to be more creative in your approach with the team and you'll see a huge difference.
    Last edited by CaribbeanJr; 01-22-2020 at 10:06 PM.

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  7. #7
    Master Sorcerer Chem's Avatar
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    t's true that the 'good old days' were truly good, but we can't ignore the fact that in-game moderation (even forum moderation) has been improved. I mean, what we truly desired was more moderators/staff and they certainly have granted this desire for us, more mods = better moderation, that's how I see it.
    ~Chemmie
    Discord: Chemmie #7714

  8. #8
    Administrator Baskerville's Avatar
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    Sep 2019
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    Default

    Hey all,

    Quote Originally Posted by HugeLock View Post
    Support takes now like 2days (max).
    Back then it took 2 weeks (min).

    Maybe they have so many, so that people wouldn't have to wait for two weeks for support to reply.
    This is pretty much the reason why the team increased, or at least one of the most important ones. We have been able to increase the response time and overall moderation of the game quite massively. There is still a lot to do, but that's why all of your feedback is so important to us. We can't adapt even great suggestions right away, sometime due to time constraints, or other underlying issues, but we promise to continue to improve even further

    PS: there is also me :P

    ~ Baskerville

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