Help Chat did not create ticket

Bug Reports should include the following and any additional information you feel is necessary to aid in the investigation of the bug.

  • Description of the issue
    I tried to do a help chat report for a series of edits I have been seeing trying to add a trainer name to existing descriptions, but it never responded with prompts after this point

  • Date first (or most recently) experienced
    Today, June 23, 2024

  • Device type, model, and operating system
    Chrome on laptop

  • Game & Game Version (if applicable)

I went ahead and filled in the information but it never registered anything else and now I have an opened help chat report just hanging there.

Is it not allowing you to add the email address?

I see that your report has been created.

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Yes it did. I did not copy that because of personal information. But there was no response from the bot after I put in the email. I just wrote in all the information about the issue. There still has not been a response that “ticket number” has been created. Trusting Aaron on this that it has been. This is not the issue where I have lost the history. I still see the open chat.


i did get a response just now, so it did work

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That doesn’t sound like intended behaviour. @NianticAaron @nianticAtlas can you please check?

I just created a test ticket and did a side-by-side comparison with the report. It looks like there wasn’t an issue from our end, but we’ll keep an eye out just in case. In the meantime, please ensure a stable internet.

Thank you for the follow-up!

Just to verify, my laptop is directly plugged in with a cable to Google Fiber - very stable connection.

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Hey so I found another case of the same help chat issue, and the same thing happened when I went to report it. This is what the chat looks like on my side.

No prompts after I selected

Title/Description/Supporting Information

And no response from the bot telling me a ticket had been created. Is there an issue just with that prompt?

I can confirm that your report was successfully created after you selected the Title/Description/Supporting Information option. It appears the team has recently responded to your ticket.

I’m currently checking with the relevant team about the missing prompt and confirmation message and will get back to you as soon as we have more information.


can confirm i did get the answer and the ticket closed

Thanks for the escalation, Atlas.

Looks like there is an issue with the support flow. We are working on a fix as we speak.