I had a appeal ticket number open : 34506328
, but was unable to supply the requested geotagged photos as I was away , I have since uploaded them but the ticket was closed.
I had an email asking me to resubmit and create a new ticket, which I did , pointing to the old ticket number and explaining the situation , however when i submitted this I didn’t get a chance to upload the photos , nor did i get a ticket number emailed to me. But the online form clearly said it had been successfully logged.
How can I find out my new support ticket number and should I have got an email acknowledging that a ticket had been opened?
I’m assuming if I get the new ticket number I can just reply using that as a email subject and attach the photos originally requested?
You do get a reply from a human staff member. Your initial reply back may be an automated message, but you are informed of that. Any replies that do not say they are automated are coming from a human.
You noted that you didn’t respond back within a few days, and staff will close tickets that haven’t been responded back to after a few days. There are other tickets that they do have to look into, so they can’t keep tickets open indefinitely.
Hopefully a mod can move this over to your original thread.
I had been in contact with support staff , obviously when it gets flagged for a member of staff to look into and appeals or tickets are dealt with promptly, it’s just the auto response that gives you the impression that it’s all done by algorithms, which it clearly isn’t.
Like I said I had sent previous photo evidence and was in the middle of email correspondence and then had a 2 day pause while I was away , and when I came back it had been closed , clearly they can’t keep tickets open indefinitely but if we were given a reply by date that may help.
Absolutely appreciate all that the support staff and moderators do , it’s just a tad annoying that a genuine edit to try and keep the map accurate, triggered an auto warning , and now I’ve got to jump through hoops to prove my “Innocence” as it were.
Hopefully I can get it resolved this time , I’ve been playing since 2016 and love the game , never had so much as a raised eyebrow until now , it’s quite disheartening.
I was referring to the auto reply’s that you get before it goes to a human. The support staff are great no complaints there, just annoying that an automated system flags up these ‘T&C Violations’ and then the support staff and end users have to go all around the houses to sort it out.
Hopefully it’s closer to getting sorted.
Also hopefully if the sale of Niantic does happen , that their support service doesn’t suffer due to it.
Can’t fault the humans in support they are awesome.
That’s how pretty much all email customer service is: you get an automated reply right away from their email server to let you know your email has been received, is in queue, and a human representative will get back to you. I used to work in email customer service, and this is just the norm, as some might think their email was never received if they don’t get the auto reply and send multiple emails.
I know more companies have gotten rid of email support in favor of chat, social media, or even automated phone support, but those that do use email support still want to make sure that whoever emails them knows their message was received. It’s something quite easy to set up, like a vacation reply for your work email, just for an example.
