Roll20 Support

Hi everyone, First I want to start with TetNak, I believe I was able to find your most recent active ticket. I'll be getting that in front of the appropriate parties. The second portion here is the evolution of support at Roll20. In most cases you are talking to the XP Team (The Customer Support staff) when submitting a support ticket. The XP Team for Roll20 handles every single ticket that comes through and has carte blanche when it comes to hunting down solutions and answers internally. The XP Team runs initial triage and troubleshooting informed by various subject matter experts (developers, production, etc.), as well as submitting and cataloging any bug reports in the backlog where the appropriate parties then prioritize based on a number of factors. Communication on where an issue is at after it has entered the backlog is a place we are lacking. We are looking into a number of avenues to improve transparency on the status of an issue that can fulfill a variety of needs in these areas. Knowing the status of an ongoing issue is something that should be quick to check on. As soon as I have more info I can share about those efforts it will be out there ASAP. If you have any specific questions, feel free to PM me :)

Hi Wanderer! We have some initial communication in place currently. When we have enough information on a bug report that has come in as well as reproduction steps it gets submitted to the backlog. When we have gotten to that step we make sure to inform folks that a ticket has been submitted. We also inform regarding any info we can provide regarding an ETA (In most cases, we cannot provide an ETA). That said, this doesn't mean our current solution is the most comprehensive or can't improve. I like to get whatever feedback possible, so for interested folks, here is an example someone might see after submitting a bug and a development ticket is created-- Hello [Name] Thank you again for the information! A bug ticket has been filled out and submitted to our Development team with the information you have provided. Unfortunately, we cannot provide an ETA on when the issue will be resolved. If you have any further questions or would like updates in the future, feel free to reach out to us again. [Sign off] Our goals are of course achieving high information density, but I would be interested to know what sort of information others might find useful in this type of communication that would better meet user needs-- especially when we are discussing bugs that are having an impact on their experience. Wanderer said: I think it would be good to look at communication earlier in the chain too. It would be nice for people to know that their ticket had been at least picked up and looked at (maybe that could be a generic message if you don't want to bog down the XP Team). If it then goes on the backlog and won't get an immediate answer then the person who raised it would want to know that too. It may not be good news but it's transparent.

Hi Sean! The first bolded portion hits the nail on the head. Especially in the case of bugs, we take it as far as we can utilizing as many resources as possible to ensure a comprehensive bug report. Unfortunately, our help desk is not equipped to be a place to keep the most up to date information on the status of a bug report. As to the underlined portion, this is exactly what we want to address going forward. Bug reports and criticisms are immensely valuable, and if that process is obfuscated (as it unfortunately is at the moment) it is disheartening and results in folks not letting us know there is a problem and that is a terrible spot to be in. I can say that reports coming in are being recorded and brought up continuously internally, which brings me to the next point you mention... The italicized portion (just gonna almost run through the whole gambit of text styling I guess lol) is a request I have seen often, and something we have done (to a certain extent) when it comes to releases such as the ongoing UDL threads or forum threads for Roll20 Marketplace items or official sheet threads. That said, we can do  more  and  better  to lift the veil on bugs and their status. Sean G.  said: In my head, I sort of have this differentiation between: 1) Support Request - I'm having this particular problem with my game/account and need help fixing it because I don't have the knowledge or permissions to do it myself 2) Bug Report - Roll20 is currently behaving incorrectly in this particular situation 3) Feature Request - Roll20 is currently behaving in a way I don't like in this particular situation Helpdesk ticketing systems and communication flows work well for 1, and are good for figuring out if some sort of buggy behavior is happening that would require 2, but then they sort of break down.   Helpdesk ticketing systems want tickets to be closed in order and in a timely fashion. Which is why you get the communication above.  The helpdesk people can't help any more, so they hand it off to the devs and want the ticket closed.  Which makes sense - but it's somewhat unsatisfying for the person who filed the support request. Unfortunately, it means that the bug reports sorta go into a personal black hole.  And knowing that this is how the ticket will be handled, makes me less likely to report bugs.  Should I bother reporting the various issues with UDL?  That title images are missing from games created from modules?  That the tutorial doesn't work?  That updating a module reset some default tokens in my game?  That editing two tokens at once makes the token bar style radio button all wonky?  There are a bunch of well known issues in the forums that I assume someone else has probably reported.  I don't want to just make extra work for whomever has to take my ticket, and don't want to do the work myself putting together steps and screenshots and whatnot for something already reported.  I don't need help with my game, I just want you to know your code is all broken.  But is my not reporting things affecting metrics?  Am I making the issues seem less important by not bugging your helpdesk about them?  Are there bugs you're missing cause no one is reporting them? Is there any chance we could get some sort of general "known issues" post somewhere?  I'm happy to provide reproduction steps for bugs - but I don't want to waste my and your time going over stuff that's already well characterized and stuck in a development backlog somewhere. Hey Kraynic, First off, apologies for the delay and thanks for adding the ticket ID. I believe someone from the XP Team should be getting to you soon to get it sorted!