Poster: Kael at 4/24/2006 9:53:48 PM PDT
Subject: Curiousity with GM stuff |
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I just want to know some background info on how the GM's work if that is okay. Hopefully the information isn't confidential or something, because my curiousity would eat me alive :(
I have had a few tickets up recently, but I couldn't get any answered before I had to log off. I know there are probably a lot of people with tickets up, but this is where my curiousity kicks in.
Does one GM have the ability to manage tickets from more than one realm? I.E. I am a GM and someone puts up a ticket on Malorne, I answer it, get things cleared up, things are good to go and I bid the person farewell. Then I look on the ticket list (or however it is done) and find someone on Nathrezim has a ticket open, answer it, et cetera.
Do GM's cover multiple servers or just one group to one server?
Given that there are a good number of tickets open at the same time and such, why does it usually take an hour until mine is answered? I don't put tickets up often, but when I do, they are usually delt with in a matter of seconds. If it is the same way with EVERYONE'S tickets, those GM's must have a really hard job. :(
Do the GM's have to follow a certain... say... "template" if you will? To me it seems like the greeting is always the same and some select phrases appear to be common between GM's. This is O.K. but again, just curious.
If they do have to follow a "template" does it restrict them from giving their opinions and conversing with us? I haven't run into many GM's that I can start a conversation with, but it is fun if you find one that will offer their thoughts. Most of them (this isn't a bad thing because it probably saves a lot of time to get on to the next ticket) seem to copy/paste huge blobs of text. It is quick, effecient, understandable, and usually addresses all of the problems.
And one of the questions that has REALLY been itching me more than all the others, so... If you are going to answer a question, please answer this one!: Do the GM's get their own character to play WoW with? I mean I could see one of them going
GM#1: *thinking to self* "Uh-oh Kael just opened a ticket again... :("
GM#1: [GM talk channel thingy]: Hey guys, Kael just opened a ticket, can someone cover him for me? I am in the middle of Uldaman.
GM#2: [GM talk channel thingy]: " Sorry, I'm in MC."
GM#3: [GM talk channel thingy]: "UBRS"
GM#4: [GM talk channel thingy]: "45 min Baron"
GM#5: [GM talk channel thingy]: "LBRS, why not have the intern do it?"
Intern: [GM talk channel thingy]: "Not again..."
All GM's: [GM talk channel thingy]: /point | /laugh "Good thing he didn't read that contract before he signed it :P. Perfect scapegoat!!"
EDIT: I realize the GM's probably don't want to keep track of this, but when someone logs out with a ticket open, why not address it when they log back in? Every time my thing beeps saying I have mail, I think an auction sold and I get all exited :([ post edited by Kael ]
| | | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=8027626&p=#post8027626 | | | Poster: Tseric at 4/25/2006 8:40:52 AM PDT
Subject: Re: Curiousity with GM stuff |
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Q u o t e:
Do GM's cover multiple servers or just one group to one server?
Multiple realms. Usually a group of GMs cover a group of servers, bouncing from realm to realm for each ticket.
Q u o t e:
Given that there are a good number of tickets open at the same time and such, why does it usually take an hour until mine is answered?
Kind of answered your own question there. A good number (read:hundreds)of tickets are opened with timestamps ahead of yours. A big focus is always decreasing the wait time for players, but it is a constant stream of requests and a rather long one due to population.
Q u o t e:
Do the GM's have to follow a certain... say... "template" if you will?
Of a sort. In general, how tickets are handled is defined by procedure, which is based on common requests, much like a help desk position. Terminology is also shared by GMs and sometimes set as a standard for the department.
Q u o t e:
If they do have to follow a "template" does it restrict them from giving their opinions and conversing with us?
They interject their personality when possible. The biggest restriction on that would be time. While they want to be as personable as they can, there are also hundreds of others waiting to ask what class/combo they might play :P
Q u o t e:
Do the GM's get their own character to play WoW with?
Not as such. While they have custom avatars in robes, these are not play characters. And, no, they don't get paid to play WoW.
Q u o t e:
I realize the GM's probably don't want to keep track of this, but when someone logs out with a ticket open, why not address it when they log back in?
That creates backlog in a 24/7 service. Think if I played the game 4 hours a day every day. Even with that, there are 20 hours in the day which pass by. Should the GM wait 20 hours for me to log back on? Peak hours prevent something like that, as everyone would want their request answered at the same basic time.[ post edited by Tseric ]
My other sig is a rejoinder
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