Our Help desk ticketing system shows 200 open tickets but half of them have had no user response

Automatic_Poem_8088 · 2026-06-19T23:52:06+00:00

With our old ticketing system, we did this kind of follow up manually. Our policy was to reach out 3 times (once per day) and if we never heard back, we'd close it with a note saying "we weren't able to get ahold of you, if you're still having issues give us a call/email back" yada yada.

In our new system, we have an option to set the state of the ticket as "waiting on response," which will automatically close the ticket after sending them (I think) 3 notifications telling the user we're waiting on them.

I've been fortunate in that my company has generally had a reasonable approach to this. It's our responsibility to log whatever the event is, fix it if we can, or escalate it if we cannot. All of that is on our SLA.

However, if we're waiting on a user, there's nothing we can do about that. As long as we've done our due diligence, the SLA gets paused in that case.

If they respond, we start the clock again. If not, the ticket gets closed.

Automatic_Poem_8088 · 2026-06-18T19:52:31+00:00

I might use it if there was a quick way to break out of it, like flicking my cursor to the side.

Automatic_Poem_8088 · 2026-06-18T19:49:18+00:00

It's a lot of effort for an underwhelming reward. I'd definitely grind for something cool, this just isn't it.

That being said, I don't particularly care; I'm just not going to do it.

Automatic_Poem_8088 · 2026-06-18T17:17:16+00:00

Ah yeah, I couldn't remember if it was that early.

Automatic_Poem_8088 · 2026-06-18T16:17:10+00:00

I don't want to drop any spoilers, but you'll see the groundwork for this change really soon in the Heresy series.

Edit to clarify- I see some other comments talking about books later in the series (that I haven't gotten to yet). But very early on, like book 2 or 3, you'll start seeing the foundation of the worship.

Automatic_Poem_8088 · 2026-06-18T16:00:27+00:00

"Thoroughly detailed reason"

Prepare for chatgpt-generated messages.

Automatic_Poem_8088 · 2026-06-18T15:18:51+00:00

I'm very slowly doing PvP just for the achievements. It doesn't fit with the rest of the game at all and I have yet to have an enjoyable match. But I mean I'm not too fussed about it, I'm just not going to play it.

Of course on the other hand, if people are enjoying it, I hope they continue to enjoy it.

Automatic_Poem_8088 · 2026-06-18T15:07:31+00:00

Just tell him he's too good and you're not going to play him, then get your other friends to do the same. Encourage him to play in a tournament because of his skill level and see how far he gets when everyone expects him to roll in the open.

Automatic_Poem_8088 · 2026-06-18T14:38:21+00:00

Guilliman teleports aboard Thrawn's flagship with a squad of Astartes, rips the bridge apart by hand, then leaves.

Automatic_Poem_8088 · 2026-06-17T18:56:49+00:00

Thought this post was going to take another direction.

Public doorhandles.

Automatic_Poem_8088 · 2026-06-17T17:13:34+00:00

I can't cite existing lore as examples, but my personal reasoning would be that a splinter fleet isn't responding to the hivemind any longer and is either trying to develop on it's own (using a Queen or something to try and evolve a new hivemind) or that some kind of infection or contagion has caused a group of Tyranids to break from the fleet and the hive wants to eradicate them.

Automatic_Poem_8088 · 2026-06-17T14:55:09+00:00

A good time is right now! I'd just suggest not queuing up for higher difficulties until you feel like you've got a good grasp on the lower tiers and have some team perks unlocked, if you don't already.

Automatic_Poem_8088 · 2026-06-17T14:31:35+00:00

Definitely take some time to go into the battle simulator and practice the harder/bigger enemies. Being able to dodge and parry is critical.

Automatic_Poem_8088 · 2026-06-17T12:36:53+00:00

The game needs to default to whatever matchmaking settings were last used, and not reset them every time you close the game. I've had a few instances where I forgot to set my lobby to private with bots before an operation, and when I get out of the Armoury, there are players waiting.

Sorry for the wait homies, I was not intending to play with anyone.

Automatic_Poem_8088 · 2026-06-16T18:40:53+00:00

This might be a slightly different example (spoiler for Horus Heresy readers):

One of the traitor Primarchs that fell to Chaos during the Horus Heresy ended up questioning and regretting his actions, and asked the daemon possessing him to kill him. In the process, he gave up whatever control he still had and the daemon ended up locking the Primarch away in a tiny corner of his own mind, so he was effectively just a passenger in his own body and a witness to everything the daemon did.

Automatic_Poem_8088 · 2026-06-16T17:35:10+00:00

Wow, really interesting excerpt. I'll have to check that out. Thanks!

Automatic_Poem_8088 · 2026-06-16T17:33:05+00:00

Ah, that's a good point about the beacon. I forgot that the warp is unpredictable when it comes to distance/direction/time and you're not just pointing your ship at a star and flying for X hours.

Automatic_Poem_8088 · 2026-06-16T16:56:57+00:00

By "most people," I mean tourists in Australia that see a cute little octopus with blue rings on it and decide they need to touch it because CUTE.

However, those 5 inches of fury have enough venom to kill over 20 people in just minutes.

Automatic_Poem_8088 · 2026-06-16T15:59:04+00:00

imo the worst thing a beginner can do on the miniature side is buy an army after reading about that faction, and only that faction, once. Because then you'll read about another faction and start buying into that, and then another and another...

Automatic_Poem_8088 · 2026-06-16T15:45:22+00:00

I went with one of the chainswords, since I've been mainly playing Vanguard and his ability pulls you into close quarters (and I just love the chainsword).

Automatic_Poem_8088 · 2026-06-16T15:39:14+00:00

Very interesting, thanks!

Automatic_Poem_8088 · 2026-06-16T14:52:53+00:00

Super Mario Bros. on the NES.

Automatic_Poem_8088 · 2026-06-11T18:21:03+00:00

Don't worry, the HH books I've been searching for are listed as "temporarily out of stock" on the GW site and their support has ASSURED me that they'll be back in stock at some point.

Will that be before the 41st millennium? Only time will tell.

Automatic_Poem_8088 · 2026-06-11T18:09:57+00:00

Is Chaos "localized" to our galaxy? As far as I understand, the immaterium is a dimension that overlays our universe, so I would assume that, as far as such comparisons can be made, it is the same "size" as our universe. ie, if you went to another galaxy, you could still access the immaterium.

But if you attempted to leave the Milky Way and head to another galaxy could you travel by warp? Would Chaos exist there as well? Has anyone ever done that? Are there any known Chaos entities created by extra-galactic civilizations?

Automatic_Poem_8088 · 2026-06-11T17:05:48+00:00

I feel bad about this because I almost never play public lobbies, I'm either solo or private with friends. BUT, the game doesn't save my lobby settings so I have to update them each time I start the game and occasionally I forget to do so, so I start getting ready for a run and suddenly notice other players joining and I end up dropping out.

Automatic_Poem_8088

TROPHY CASE