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11/13/2019 1:40:01 PM
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I agree with you but they would also be flooded with issues and I can almost guarantee you that most issues could be handled without their personal involvement. In fact, I believe if this were to exist, it would be abused. It would suck up resources from Bungie that could otherwise be used to making content or fixing bugs in the game. Bungie is currently independent, so everything is on them now. With all that said, I think they should have a team that is willing to stay in touch with the community more often with common bugs and common issues or grievances that the community at large are complaining about. It takes Bungie forever to say anything about the state of the game when there are mass issues, if they even do say anything at all. Just my thought on this.
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Edited by Ryoga303: 11/13/2019 3:02:06 PMExcept you don’t seem to be aware of how ticketing systems actually work. I work in IT; I use multiple ticketing systems every day. They all have one thing in common: they don’t flood anybody, ever. Even when a ton of tickets come in, they just go into a triage Inbox system that sorts tickets by various criteria like Severity, Priority, and Age. A group of level 1 technicians — think college Interns or new-grads — handles that Inbox. Their job is to verify ticket details are cogent and complete, adjust Severity/Priority, merge repeat tickets, close bogus tickets, and escalate tickets they cannot solve on their own. For companies that don’t put SLAs on ticket responsiveness, this does NOT put any kind of drain on them. It’s cheap labor (often free with Interns) and slow processing. Only legit code/performance/outage issues escalate to the attention of a paid technician. Guess what? Bungie already has this support tier; they’re called Ops. They’re who we keep getting the TWAB support blurbs from. It would be no additional drain on them to have a ticket Queue that is triaged by a new Tier 1 public ticketing system. They just pull the highest Severity and Priority tickets off the ticket queue when they aren’t already busy with immediate issues. Note that product (game) bugs and change requests would not go to the Ops queue but rather the product manager’s queue for assignment into development sprints, if the product manager agrees that the ticketed issue is severe enough or meets their vision for the product (good luck with that). TL;DR: No, Bungie really could have a public ticketing system and it would NOT put any kind of drain on them. They’d just triage and ignore or deal with cherry-picked tickets as they choose. In retrospect, this is already not very different from how they operate today. They use Reddit, YouTube, Twitch, and sometimes the #help section of this forum as their Tier 1 ticketing system; we are their Tier 1 technicians (unpaid and all we do is refine or demolish tickets/threads); dmg and Cosmo handle ticket escalation at their own pace; and we sometimes see these “tickets” acted upon.
