Everytime I had an ingame problem I got it fixed by CSR within 15min. Just ask the General chat before writing ticket, there might be someone who could help.
i lost a pack full of deeds inside the wall of my house... asked in chat, they told me to write a ticket after 2 days the ticket had one of those standard replys saying that i had selected the wrong catagory and a CSR would be unable to help me... 2 days later another csr took 30 seconds to pull it from the wall
think it just depends on the server you are playing on, Eclipse is full of players writing tickets asking what the best tamable creature for a novice CH at 0/0/0/0 so it takes longer to get to the ones that actually need assistance
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