I made a couple of requests/reports to ZENDESK during ALPHA, BETA and FINAL Release but I never got any reaction to it. Neither requests was realized nor reported problems were solved in any of the patches. The only thing that happend was a status change to “SOLVED” in the ticket without any comment. I ask myself if reporting/requesting to ZENDESK really makes sense or if it is only wasted time…
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that’s the question ! my tickets had the same behavior. Solved but nothing fixed in sim. Perhaps it is just inserted in the todolist now, but not yet implemented.
They answered this in their FAQ:
https://flightsimulator.zendesk.com/hc/en-us/articles/360014232420-Zendesk-Bug-Reporting-FAQ
Ticket Statuses Explained (Bug Reports)
- Open: The report is in the queue. A bug report will remain open until it’s updated or marked as solved.
- Awaiting your reply: Our team contacted you to request more information and is waiting for your reply.
- Solved: The bug report has been handled—our team has recorded the bug in our internal bug and issue tracker. Please note this does not mean you will see the bug fixed in the next update , but has been recorded and prioritized accordingly.
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Solved in the sense: “we’ve solved to whom we will assign it to” then?
Pretty much, plus with a priority level set (which can still change even).
I believe this probably would help us changing ‘solved’ into ‘assigned’. Then as the report is being actually investigated and worked on, showing ‘active’ then ‘solved’.
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Maybe file a Zendesk ticket for that? 
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Really good idea.
I get a reply:
Thank you for your report.
We’re aware of an issue with the VFR and we are actively working on it.
Just to be clear, my first report was VFR related, but my previous was not. Still I got the same reply…
What was your previous report related to?
j/k
It was a blocking bug when having FaceTrackNoIR installed. I had to uninstall Facetrack software in order to enter the cockpit. So there’s an issue with FaceTrackNoIR or OpenTrack being installed on the same computer as MSFS.
Note: My issue is still marked as “Open” though, so not complaining, just reporting that I got a response 
I always get the auto reply, but have also (only a couple times) received a later replay that my issue was elevated to “bug” status. Also FWIW every single CTD I reported during Alpha was fixed before release.
Yes. And this is a terrible implementation, not meant to benefit the customer. But meant to easy the burden of the outsourced Zendesk. They either need to wait to mark tickets as “Solved” until they are actually solved in the software and confirmed. Or they need to give us some read access to the state of the bug the developers are actually tracking, so we can determine if/when the bug is “solved”. All we need is a bug number, synopsis, and state. They don’t have to give out anything proprietary.
Simply closing the support ticket as “Solved” cuts the customer out of the feedback mechanism for actually tracking the state of the issue.
This needs a rethink with the customer as priority.
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Hello everyone, I hope you are well. On this subject I can say that in my case every time I make a report on failures and it goes to resolved status, they always send me an email announcing that my report has already been registered and send a link to follow up on the problem. Greetings
How interesting. I never got such an E-Mail. The only mail I receive is when I send up the ticket which reads: “Your request (xxxxxxx) has been received. To add additional comments, reply to this email.”…That´s all. No further information or a link to follow the status.
This thread seems as good as any for my query.
Has anyone had a Zendesk ticket for airport error actually resolved in the sim? I’ve logged quite a few very simply things, like taxiway’s covered in grass, or innacurate/missing runway markings.
As I fly about, if I notice something wrong I create a folder on my desktop with the ICAO of that location then take some screenshots. When I’m done flying, or have the chance when on AP, then I log a new ticket. All well, and good.
But I had not gone back to check on the ones I had logged, all of which had been marked as “Solved” so accepted as bug. But what I was curious about was had they actually been resolved.
So I decided to fire up dev. mode, and spawn at each location to have a peek. I didn’t find a single one had yet been actioned. These are hardly priority issues, of course, they are just nip/tuck things. But by the same token, they are likely to require minimal effort to resolve.
Some of these are based in the US, so I had hoped that with the recent US world update, some of those defects would have made it in along with the DEM update, but sadly that was not the case.
My oldest ticket is over 2 months ago, where two parallel runways have their markings reversed, and that is still the case as of Sunday.
I don’t know how long it would take a scenery creator to resolve, but I’m guessing very little time at all. I did the leg work of including Bing image data for comparison purposes, to hopefully speed up that process.
It hasn’t put me off logging these tickets though, I just accept that we may not see these kinds of changes for a while yet.
Please note that I know “Solved” does not mean fixed. I just wanted to know if someone had gone in, and made the changes needed, which would then have got pushed out with a subsequent patch.