Steam Support needs a "No, my issue was no resolved, but I do not require further assistance" button
If im talking to someone from Steam Support, and my issue has not been resolved (which happens regularly), but there is nothing else that they can do, I dont want to lie and say they resolved my issue when they didnt

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Showing 1-15 of 26 comments
Spawn of Totoro May 22, 2020 @ 1:06pm 
I think the ticket gets re-opened if you reply to it. Otherwise tickets are closed when they get replied to.
DethMerchant2001 May 22, 2020 @ 1:08pm 
Originally posted by Spawn of Totoro:
I think the ticket gets re-opened if you reply to it. Otherwise tickets are closed when they get replied to.
That it does. Thats why there needs to be more than "Yes, close the ticket" or "No, my issue was not resolved". With a middle ground, people dont have to lie to steam support, but the ticket can still be closed.
Spawn of Totoro May 22, 2020 @ 1:36pm 
Originally posted by DethMerchant2001:
That it does. Thats why there needs to be more than "Yes, close the ticket" or "No, my issue was not resolved". With a middle ground, people dont have to lie to steam support, but the ticket can still be closed.

Then if it re-opens when you reply, then simply reply with what you don't understand. No need for a button for it and just having a button is pointless as it adds no new information for them to go on.
DethMerchant2001 May 22, 2020 @ 1:45pm 
Originally posted by Spawn of Totoro:
Originally posted by DethMerchant2001:
That it does. Thats why there needs to be more than "Yes, close the ticket" or "No, my issue was not resolved". With a middle ground, people dont have to lie to steam support, but the ticket can still be closed.

Then if it re-opens when you reply, then simply reply with what you don't understand. No need for a button for it and just having a button is pointless as it adds no new information for them to go on.
Think of it like a review system for how well the staff does in resolving your issues. A rudimentary one. I worked for a call center for a number of years, and there was a "Yes, my issue was resolved" and "No, my issue was no resolved option". Giving an option that says No, but also closes the ticket can give steam a way to measure how good they are doing, along with giving more truthful options to respond with
Spawn of Totoro May 22, 2020 @ 2:04pm 
Originally posted by DethMerchant2001:
Think of it like a review system for how well the staff does in resolving your issues. A rudimentary one. I worked for a call center for a number of years, and there was a "Yes, my issue was resolved" and "No, my issue was no resolved option". Giving an option that says No, but also closes the ticket can give steam a way to measure how good they are doing, along with giving more truthful options to respond with

Ok. I thought you didn't want the ticket closed and wanted a button to reopen the ticket. I get it now. Thank you for clarifying!
DethMerchant2001 May 22, 2020 @ 2:07pm 
Originally posted by Spawn of Totoro:
Originally posted by DethMerchant2001:
Think of it like a review system for how well the staff does in resolving your issues. A rudimentary one. I worked for a call center for a number of years, and there was a "Yes, my issue was resolved" and "No, my issue was no resolved option". Giving an option that says No, but also closes the ticket can give steam a way to measure how good they are doing, along with giving more truthful options to respond with

Ok. I thought you didn't want the ticket closed and wanted a button to reopen the ticket. I get it now. Thank you for clarifying!
Right! Sorry if what I was saying was coming off a bit confusing. The ticket could remain closed, but you could express to Steam that your issue was not resolved
Spawn of Totoro May 22, 2020 @ 2:13pm 
Originally posted by DethMerchant2001:
Right! Sorry if what I was saying was coming off a bit confusing. The ticket could remain closed, but you could express to Steam that your issue was not resolved

Like a complaint button, to let someone know your issue was not resolved.

The issue there is, Valve is a flat company with little upper management and no middle management at all, so no where for the complaint to go to.

If it goes to the support who answered you already, then that would be kind of pointless and you may just want to reply instead to try clarify the issue and get a better response.
DethMerchant2001 May 22, 2020 @ 2:18pm 
Originally posted by Spawn of Totoro:
Originally posted by DethMerchant2001:
Right! Sorry if what I was saying was coming off a bit confusing. The ticket could remain closed, but you could express to Steam that your issue was not resolved

Like a complaint button, to let someone know your issue was not resolved.

The issue there is, Valve is a flat company with little upper management and no middle management at all, so no where for the complaint to go to.

If it goes to the support who answered you already, then that would be kind of pointless and you may just want to reply instead to try clarify the issue and get a better response.
There comes a point in the conversation though, where you have clarified all that you can. It could just be a feedback thing that they see when its over. Like I assume they probably see something when a ticket has been resolved
wuddih May 22, 2020 @ 4:22pm 
a ticket has no "solved" state. it is just closed or open regardless of what the buttons tell you, that is just for ease of mind.

and Valve is not so flat anymore and Steam support employees are afaik not employed under Valve Corp banner since they have thousands of them.
Last edited by wuddih; May 22, 2020 @ 4:23pm
DethMerchant2001 May 22, 2020 @ 4:23pm 
Originally posted by wuddih:
a ticket has no "solved" state. it is just closed or open regardless of what the buttons tell you, that is just for ease of mind.
If my issue wasnt resolved, there is no peace of mind in either of those options. I have 2 options mocking me that cant help me in the slightest
wuddih May 22, 2020 @ 5:10pm 
Originally posted by DethMerchant2001:
Originally posted by wuddih:
a ticket has no "solved" state. it is just closed or open regardless of what the buttons tell you, that is just for ease of mind.
If my issue wasnt resolved, there is no peace of mind in either of those options. I have 2 options mocking me that cant help me in the slightest
ease of mind, not ease of your mind. there is another human in this equation and they have 100% of my available pity.
DethMerchant2001 May 22, 2020 @ 5:13pm 
Originally posted by wuddih:
Originally posted by DethMerchant2001:
If my issue wasnt resolved, there is no peace of mind in either of those options. I have 2 options mocking me that cant help me in the slightest
ease of mind, not ease of your mind. there is another human in this equation and they have 100% of my available pity.
I've been on the other side as that person that has your sympathy, and I still think this should be the system
crunchyfrog May 22, 2020 @ 5:23pm 
Originally posted by DethMerchant2001:
Originally posted by Spawn of Totoro:

Then if it re-opens when you reply, then simply reply with what you don't understand. No need for a button for it and just having a button is pointless as it adds no new information for them to go on.
Think of it like a review system for how well the staff does in resolving your issues. A rudimentary one. I worked for a call center for a number of years, and there was a "Yes, my issue was resolved" and "No, my issue was no resolved option". Giving an option that says No, but also closes the ticket can give steam a way to measure how good they are doing, along with giving more truthful options to respond with

The thing is you can't compare them because the procedures are different.

In Valve's case it would make no sense to add this button you wish for as it would add anything.

Consider this example - you make a ticket, and the robot response comes back. Obviously it didn't help your issue. Why? It doesn't matter whether the automation missed something, or you needed to add data, the button would do NOTHING.

Because you are still left with having to amend the ticket to resend it.

And that's the point.
DethMerchant2001 May 22, 2020 @ 5:26pm 
Originally posted by crunchyfrog:
Originally posted by DethMerchant2001:
Think of it like a review system for how well the staff does in resolving your issues. A rudimentary one. I worked for a call center for a number of years, and there was a "Yes, my issue was resolved" and "No, my issue was no resolved option". Giving an option that says No, but also closes the ticket can give steam a way to measure how good they are doing, along with giving more truthful options to respond with

The thing is you can't compare them because the procedures are different.

In Valve's case it would make no sense to add this button you wish for as it would add anything.

Consider this example - you make a ticket, and the robot response comes back. Obviously it didn't help your issue. Why? It doesn't matter whether the automation missed something, or you needed to add data, the button would do NOTHING.

Because you are still left with having to amend the ticket to resend it.

And that's the point.
It would help steam know how many people they are helping vs how many they are not. If they didn't resolve my issue, but it will do me no good to click no and make another response, I have no good choices.

But, if I can click no, and still the ticket, they know they didn't help me but there is no need to keep the ticket open. None of this Yes you resolved my issues without actually being resolved
crunchyfrog May 22, 2020 @ 5:33pm 
Originally posted by DethMerchant2001:
Originally posted by crunchyfrog:

The thing is you can't compare them because the procedures are different.

In Valve's case it would make no sense to add this button you wish for as it would add anything.

Consider this example - you make a ticket, and the robot response comes back. Obviously it didn't help your issue. Why? It doesn't matter whether the automation missed something, or you needed to add data, the button would do NOTHING.

Because you are still left with having to amend the ticket to resend it.

And that's the point.
It would help steam know how many people they are helping vs how many they are not. If they didn't resolve my issue, but it will do me no good to click no and make another response, I have no good choices.

But, if I can click no, and still the ticket, they know they didn't help me but there is no need to keep the ticket open. None of this Yes you resolved my issues without actually being resolved

Again, how does this data not already get gleaned from the current system?

I asked how the button adds anything, and nothing you've said in response addresses this at all.

Let me try to make it clearer.

You get that response from Steam. It is inadequate, so there are only THREE possibilities:
1. You leave it and walk away.
2. You respond with adding data or changing data.
3. You respond without changing anything.


Adding an extra button does nothing.


You see the point now?
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Date Posted: May 22, 2020 @ 12:31pm
Posts: 26