Hi there ,
I have an Question about the Zendesk Ticket System .
When i open an Ticket on every other Website with an Problem i become an answer of my Problem or at least an opinion.
But on Zendesk i opend 5 Tickets , I don’t get an answer or a statement on any of my tickets and the Status is set to SLOVED .
Are you kidding me ??!?!?
Is this the kind of support that i can expect ?
Sorry , None of the problems have been resolved yet and no answer in Zendesk .
I can tell my mother about my problems with the Sim with the same result .
And yes i read the Zendesk FAQ .
As i understand when u get no answer and the Status is set to Solved , all is doing right ?!?!?
But how can I find out whether someone really cares or whether it just ends up in the trash?
I dont like this System because you as Customer you don’t know where you are.
Reports like this are the reason I never found the will to invest my time filing stuff into zendesk. Problems are intensely discussed to a much better level of coverage in the forums. If they study the forums carefully (which they claim they do), I don’t see any benefit in zendesk, at least not for the consumer side.
I think you have to remember what ZENdesk is there to do, its a triage front end. As tickets get logged they are looked at and either addressed directly or more likely added to a pool of similar tickets. The SOLVED status is confusing, but is clearly described as to what it means, it doesnt mena your specific bug has been fixed.
An example would be I have a scnery problem around an airport, I’ve uploaded coordinates and screenshots, at the ZENdesk stage of triaging its looked at and either accpeted as an issue or not, can it be replicated, its not happening because i’ve got a mod somewhere doing something or just bad configuration, assuming its accepted it would then be passed to the most likely team to investigate further (marked SOLVED)
That wont mean it will be fixed now, or even in the next update, that team would need to prioritise and decide when / how its to be fixed, it may be that my airport scenery bug is understood and will get swept up in a larger scenery update in 6 months time, or it might be that its actually not a scnery bug and will be fixed in a SDK or core change scheduled in a year, or more likely a combination of all those things, so they need to do a core change to adjust the SDK which in turn will fix my scenery bug. There are just so many moveing parts and dependancies that they would need a super massive call centre team responding to individuals constantly and with moveing timesacales of development (the core development change needed has been pushed back becasue of a more compelling issue that needs to be addressed first) its just not feasible to repsond to everyone on an individual basis.
The key is they are aware and can take and plan the necessary steps to fix it, thats why its important to still log tickets with ZENdesk and not just rely on others doing it or the development team piecing together information from the forums. I dont think ZENdesk as a system is perfect, but combined with the development updates and timelines it should give you an idea where issues sit and when you can expect them to be addressed.
Hi Guys, iam a little bit confused of the Support in this Forum? There is no possibility to get an answer from Support-Team directly, the Answers in ZenDesk are more confusing, and not really competent.
Here is a Forum for Bugs and Issues, but its only for myself and community.
I don´t get any support for my issues. I get no support in my native language.
i cannot play the game, because iam not able to download it. lol. cool marketing strategy.
It would be useful if you would get at least an issue number, so it can be added to an issue tracker somewhere. That way you know what status your issue has. Is it being processed? Is it solved in the latest release? The way they’re doing it now leaves you in the dark. Hypothetically speaking it might be that they solve your issue in 2 years, you’ll have no clue.
If you report an issue with X-Plane, you get this issue/bug number, which you can check to their latest release. One other major advantage with Laminar Research is that you get to speak to an actual person if you want. You can even send an email to Austin.
With FS2020 it’s a fortress, you can throw something over the wall and hope that they’ll get it.
Would be interesting to see if that would remain the case if Xplane had achieved a similar market share and user base with MSFS or P3D. That never happened, so in the future they might well offer fireside chat.
Can you link me to the statement where they make that claim? Afaik they listen to what the forum team reports back to them, but improvements are actually made, based on the number of zendesk reports they get relating to specific issues and not forum posts. How else are they to know what the community wants dealt with first? Forums are certainly NOT an efficient way to deal with specific issues. The best way is always to take the direct route, and that route currently is Zendesk. Not saying the whole system is perfect, there certainly is room for improvement, but people shouldn’t be discouraged to use it!
A lot of community complaints and confusion would go away if Asobo changed their status reporting in Zendesk to “Confirmed” or “Triaged for Development Team”.
I’ve tested software and logged bug reports for other developers for literally 15 years at this point, several whom currently use Zendesk or a similar system for formally logging reports. None of them - including those using Zendesk - use the word “Solved” for reports of problems that are actually “Confirmed” rather than corrected in the code.
Could it be that reporting a issue, that has already been reported to zendesk at least once, doesn’t get a reply?.
I’ve put in 3 and only received an email response once.
2 were known about and discussed in forum.
The other was a day after release and concerned a small airport runway with a building on the runway
And probably hadn’t been noticed.
It’s all very well trotting out the “solved means it’s logged in their internal support” excuse but how does that help the customer who’s logged a support ticket?
These people have a lot to learn about customer service. And how autopilots work.
Not sure which group you mention, but pick a random thread in the bugs & issues group, and ask yourself “Is there enough information for me to replicate this issue, and is there enough information for me to ascertain what is going wrong, and potentially how to fix it”.
My point is that with Zendesk there are two sections: one where you describe what is going wrong, and another section where you are requested exactly what you need to do to replicate the issue.
I suspect that second part is where some just can’t be bothered, which is a shame.
Adding on to what @hobanagerik linked above, Zendesk is quite rightly not a bug-tracker, but an issue management platform intended for customer support. If your 5 queries were bug reports and were marked as ‘solved’ please be aware this simply means it has been included into their internal bug tracker.
However, If you require customer support from Microsoft regarding Flight Simulator, and your issue is not mentioned in any of the suggested support articles in Zendesk, I encourage you to submit a reply to those requests so they can be reopened for a CS Representative to review.
