Below, you can find answers to most common questions and feedback we get regarding Zendesk.
Why it takes so long to get a response to my ticket?
We are a small support team and our working hours are following:
- Monday to Friday 9 a.m to 6 p.m UTC
Depending on the amount of tickets we receive, it can take up to 72 hours before we are able to respond to your ticket. In most cases, we are able to respond within 24 hours after you have submitted your ticket (excluding weekends and holidays).
We are not working during Holidays. Our team is located in the USA and Europe. We do not share all common holidays between us, so there are times when our European team is on Holiday during the week and our USA team is not, and vice versa. On these days, we are not able to handle the normal amount of tickets and our response time can be longer than normal.
We respond to every ticket we receive. If you haven’t received a response in 72 hours, we recommend checking your email junk folder to make sure our response didn’t end up there.
Also, make sure you have activated your Zendesk account before/after you submit your ticket. If you submit a ticket but do not activate your account, we will not receive it, and are not able to answer.
Why I need to give so much information when submitting a ticket?
Depending on the issue you are having, we need certain information to be able to investigate it.
For example, if you submit a ticket for marketplace issues but do not give us your (correct) gamertag, we are not able to find your account, and have to ask this information. We then have to wait for your response before we can investigate, and this will delay resolving the issue.
More information you can provide, the better. This helps us be more efficient and faster with our assistance.
You should always add the following information on your ticket:
- Platform (Xbox X/S, MS Store, Steam), if you are using Xcloud, always include which platform you are using it with (TV, Xbox, PC etc.)
- If Ms Store/Steam, then include information if you are using Windows 10 or 11
- Version number of the Sim
- Gamertag (+ Steam ID if on Steam)
- DLC product name and developer name (if submitting a marketplace ticket)
- Order number(s) (if you are asking for refund or were double charged)
- How to reproduce the issue (if you are submitting a bug report)
- Video/screenshots if the issue is hard to explain with words
Why you are closing my ticket when my issue is not resolved?
We are closing your ticket when:
- We have provided all necessary steps to resolve the issue (if we can be certain that the troubleshooting steps will resolve the issue).
- We do not have the tools to resolve your issue, or your issue is caused by something we are not able to resolve. For example: issues with 3rd party developer add-ons, issues with non-supported controllers, hardware issues and so on.
- We have provided all the troubleshooting steps we have available and directed you to contact 3rd party developer / Microsoft Support / Xbox support for further assistance if the issue persists.
- Your ticket is logged as a bug report.
- All tickets are automatically closed after 14 days if we do not receive a response from the user after our last response.
You can always reopen your ticket and ask further assistance!
What happens to my bug report ticket and why you close it?
Bugs and issues that have been successfully reproduced by QA will be categorized and prioritized—game-breaking bugs will receive the highest priority, while middle-of-the-road and cosmetic bugs are prioritized based on reproduction and the number of times reported.
The status of your ticket doesn’t reflect the status of the bug in our internal tracker and in-game.
Should I send a ticket to Zendesk after reporting a bug on the Forum or vice versa?
Short answer is no.
We log all bugs send via Zendesk or on the Forum.
If you send a bug report via Zendesk, you will receive a response that your bug report is under investigation and your ticket will be closed. The status of your ticket doesn’t reflect the status of the bug in our internal tracker and in-game.
We will only contact you if we need additional information.
All bugs reported on the Forum are investigated and when the bug is logged in our internal tracker, the thread will get a tag “bug-logged”.
Why my reported bug is not fixed or why it is taking so long to fix it?
If we could, we would fix everything instantly. Unfortunately, that is not the reality we live in. We do not have infinite resources, so we have to allocate them. Game-breaking bugs will receive the highest priority, while middle-of-the-road and cosmetic bugs are prioritized based on reproduction and the number of times reported.
Why I am receiving an automated message after sending a ticket to Zendesk when I’m having technical issues?
You will receive an automated response to your technical ticket if we haven’t responded to it in 24 hours. This message will ask you to add certain files and information to your ticket to help us process your ticket faster and give more accurate assistance in our response.
Why are you asking me to contact someone else when I’m sending a ticket to Zendesk?
We try our best to assist you, no matter what is the issue, but we can only do so much.
If you are having an issue with 3rd party developer add-on, we can assist you if we have knowledge of a work-around, but in most cases, you need to contact the developer to get assistance.
The same goes if you are having issues that are caused by Windows, MS Store or hardware/peripherals.
If the issue is something we have seen before, and we can provide troubleshooting steps, we will do so, before asking you to contact 3rd party developer, Microsoft Support or Xbox Support.
Why you are not able to resolve my payment issues when I’m trying to buy something from the Marketplace?
Our team can only resolve payment issues when you have a pending payment in our system. Beyond that, we have listed all troubleshooting steps you can try in our Knowledge Base. If we find more ways to resolve these issues in our testing, these will be added to the Knowledge Base.
Why you respond to my ticket with automated message?
There are no automated responses on Zendesk. Each ticket is opened, investigated and responded by humans. We are using macros in our responses to help us be more efficient in our responses, which can sometimes feel like you are getting a response from a machine. We go through each ticket and our response is always specific to the issue you are having.