Hello TERA players!
As some of you are aware, responses to customer support tickets are currently taking much longer than usual. We definitely see this as a problem, and we are trying to improve response times as quickly as possible.
What is the current response time?
Our average response time right now is around 5-7 days. However, not all issues will take the same time to receive a response. Depending on the nature of the issue, it could take more or less time to receive a response.
We generally try to prioritize billing problems and issues that would prevent someone from playing the game. Other issues such as item requests and general questions will take longer.
How did we get here?
Along with any game update, event, promotion, sale, or problem, we see an increase in support tickets. The last couple months have been particularly eventful, and the resulting volume of support tickets was larger than anticipated. With a higher volume of incoming tickets and the same number of people answering tickets, we developed a backlog of over 1000 tickets.
What are we doing about it?
Our customer support team has been working overtime to get through the ticket backlog, including working on weekends and company holidays. We are also working on increasing the size of our support team so that we will be able to keep up with this sort of ticket volume in the future.
I wish I could say there is an immediate fix, but unfortunately these things take time. We hope that you will start seeing faster response times in the next few weeks.
Thank you all for your patience during this busy time. We appreciate it!
P.S. If you currently have an open ticket and your issue has already been resolved, please close your ticket. This helps us a lot. Also, please avoid submitting multiple tickets about the same issue.