Tyr Rozenblum asks;
Hiyas! I was wondering if there was an estimate on wait time for tickets? so far in the past two days (I made them all one ticket), ive had 3 broken pillars, and food/pillar fail deliveries. My ticket has been assigned to someone but I've head nothing.

Would love to hear back :) I know there are others ahead of me, so i'm not griping.

-tyr

ANSWER: Thank you for the Question! Normally our ticket wait time is within 12 hours of a submission. Usually it's much sooner but we have to permit ourselves that buffer for the safety and sanity of our harworking CSR's. We have been people angry over waiting 5 minutes, so please understand while it is our goal to get them done as quickly as possibly, sometimes the sheer volume of them prevents it from being within a very short time frame.

Of course, on a launch or release day, this fluctuates considerably. Traditionally, on any given normal day, we can have up to 50 tickets in our system in some active state (Unassinged, assigned, Needs more info..) and we deal with each ticked individually as they enter our queue.

There are different departments that handle different things also. Some handle failed deliveries of purchases, some handle lost assets eaten by the asset server. Some hand web account issues. Upon entering the queue, they are assigned to the appropriate CSR for processing.

This is often why you may here one customer say that they know someone whose ticket was handled before their own. Different departments. Different CSR's. Different issues.

On a major release day, the tickets often increase heavily to due the increase in player activity. This also happens in the event of a service disruption, such as Second Life maintenance which impacts performance or our own servers. On these days, our tickets can shoot up from 50 to an extraordinary amount... for example, during the issue with the baby ready nests, there were over 5,000 issues we resolved. It took more time than usual, but our CSR's all worked overtime.

With the Dryads having just been released out tickets did escalate, but not dramatically, but we have seen a slow down in response time due to the number. In circunsatnces like this, it can take up to 48 hours for a CSR to respond to an issue, but when they do they spend as much time with you as necessary to resolve your issue.