You might want to look in to more mods to handle tickets. I mean, if you can't get to a ticket, you delete it... what kind of support is that.
First off, I'm a volunteer. I don't have to do it at all. At which point, the help desk may as well close as I'm really the only one doing anything on it since everyone else is busy with other FTB related things. I am in no way a member of the Feed the Beast team, as much shit as I pick up from the product. All I do is help. I enjoy helping people, because of that I was offered the opportunity to work on the help desk. So I took it.
Secondly, if a ticket hasn't gotten a response after 7 days, I'd like to hope that whoever posted it may have found a solution to their problem.
Thirdly, most tickets don't even need to be posted. I have added and edited the articles on the Knowledgebase so that nearly every single launcher and modpack problem (that I know of, and can help with) is addressed.
Fourth, I listen to the concerns of the people who are posting. I cannot however give every single person the time to pay attention to every little concern. That's what the Knowledgebase is for, and the feedback section of these forums.
Fifth, Feed the Beast in no way makes any money off of the developers. If you wish to donate, donate directly to the developers.
Finally, sixth, this community is only as negative as the people who voice the negativity. If you take the time to look at all that's been created, all that's been accomplished, and all of the good that happens within the community, you would think otherwise.
Also, if you read the posts where they are closing tickets, they're closing tickets where someone hasn't responded to a request for more information within a set period of time. Not standard practice to do this so quickly, sure, but imho it's understandable under the circumstances.
I really hate the fact that I had to create
this article to explain to people how to use the desk. That being said, any ticket I respond to, if I don't get a response back from the poster after 48 hours, I close the ticket. There are an average of 100 tickets posted a day. I can usually respond to about 100. That leaves the current backlog at approximately 300 tickets. Of those 300, there are approximately 50 tickets which, in the last month or so, I have attempted to answer, but have been unable to. Those 50 or so I have surrendered with the (so far) empty promise that someone else may be able to help them. As for new tickets, if after 7 days I haven't been able to get your ticket, it gets deleted. I hope that after a week, the poster has found a solution. If not, they can resubmit their ticket, and hopefully I can get to it the next time.
As the only person actually dedicating time to the help desk on a daily basis (I try to spend at least an hour on the help desk every day) I need to do something to make it easier.
When I see a ticket on the help desk, and see a thread on the forums posted by the same user name, regarding the same problem, usually containing the same information, I don't answer those tickets. There are more people on the forums every day, that have a wider knowledgebase than I do. If I don't know how to answer a ticket, I surrender it to the others who do sometimes have the chance to answer a ticket.
{{Edit: As for this:
I think it is absurd that instead of recognizing current issues, they instead push past and jump into new things.
No matter how much the modpack team bug tests and configures, the users will ALWAYS find new problems. Whether it's simply due to user error or they honestly tried to break a perfectly working thing or something was missed along the way, the user will always find new problems. And that's where I come in. I find new solutions and workarounds on a user based level. If you don't like the speed at which I do this, or the little amount I'm able to actually accomplish, then you can apply to help me. If you don't do that, then don't complain when I have to mass delete things I (one person, with a job and family to take care of) simply cannot get to. }}
Lastly, I am only posting changes on this thread because I realize not everyone follows me on twitter (my preferred method of reporting these changes). I did not post on this thread to get into an argument as to how poorly I'm able to keep up with the desk on my own.
