I'll tell you what I'm seeing Richard, with all due respect, I'm seeing that we are being told once again that we are to sit quietly in a corner while our issues go unaddressed. I'm seeing that support doesn't want it's ticket service overloaded. And I'm seeing that in reality this is our medium.
The issues are laid out clearly ... issues that are longstanding.... issues that have not to date been addressed and ....issues we won't accept not to be addressed anymore. They are making the game impossible.
You are uncomfortable with too many support tickets ... complain to Innogames. Because our right is to send in tickets regarding issues that are causing problematic game play.
Who is telling you to sit quietly in the corner? How is a publicly accessible forum the corner? Surely if I wanted to push you all to individual quiet corners, then encouraging you to send in tickets would be more effective from my point of view? Tickets only accessible by you and the team member dealing with your ticket, as opposed to protesting your issues here out in the open. I simply don't see your point, sorry.
I'm not uncomfortable with too many tickets, that is also false. More tickets actually improves my community's overall KPIs, so this in of itself isn't a detriment or a deterrent to me. My point is simple, we both know support can't fix your issue, so why not put your energy in to posting here instead? The effectiveness of myself being able to link an entire thread of complaints and say "here, read this" can't be understated.
The length of the answer is not a factor in whether or not a ticket should be opened. The Category when opening a support ticket includes Bugs. The list posted by electricrainbows are all features which are faulty in their implementation. Those are bugs and they should continue to be reported by players using the bug reporting feature.
As for the moderation team not being able to fix bugs, in any software company, there is an escalation process operating in both pull and push modes. Pull: the management will monitor the category of tickets opened as well as whether or not they could be resolved by the mods. This is used to determine areas for resource allocation. Push: the moderation lead will have evidence and backing for escalation of problem areas where his team has a lack of success in bringing speedy resolution to tickets opened.
I'm not questioning the content of the post, nor am I denying the fact that there are bugs with GvG which need resolving. The bugs listed are all issues we're aware of, none of them are unknowns. If you as a player open a ticket every day on the same bug, your first ticket is no more effective in resolving issues than your 100th.
The structure of our moderation team is somewhat different in many ways to what you've outlined. A resolution on a bugs ticket is determined if the bug has been reported or not. If you send a bug ticket in which has already been reported, then the moderator will send you a response to let you know that it is a known issue currently being addressed by the development team. If you send one in which isn't currently known, they will work with you to fully articulate the issue, then let you know that it has been passed on to be reported to the developers. At no point in our moderation process are our developers involved. The escalation of issues takes place, almost in it's entirety, outside of our support system.
Additionally,why are you getting so many support tickets ... if the feedback is the opposite to what we are saying? I'll spell it out for you ... GvGers are still experiencing all of these issues laid out in the first post and they are immediate, ongoing issues that effect us NOW.
Sorry, adding this because you edited your post. Once again, I didn't claim the improvements implemented have fixed all issues. On the contrary, I said they hadn't. We're seeing so many tickets because you are encouraging your friends to send in tickets, frankly. We've seen a decline in tickets about GvG over the last year to 18 months. Some of this will be due to performance improvements, but make no mistake, a lot of it will be due to the growing mobile based player base of this game. Our ticket numbers on this topic are up since you decided to start a campaign of sending in tickets, yes.