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This is a big problem with the server, having to wait sevral days for a ticket in game to get proccesed or for a ticket on the website to be read is a hudge problem for a server this size, ther needs to be automation for ticket sistem or a bott ingame / website, 8 days ingame ticket 4 days website....
check this out https://imgur.com/LEgMkIW (not peak, not even close to peak)
If only 1/10 out of those players "need help" that's 3000 new tickets now.
And creating bots is just not an option. People write tickets in free form, they use broken English, their own languages or just open tickets for things not in GMs powers. There's also plenty of players already complaining about "robotic" and "copy paste" answers for when they don't file a proper report.
There's not enough GMs to get to the tickets that fast and there's a lot of stupid tickets for nonissue stuff like "this player killed a mob i was waiting for" or "i disenchanted this by mistake"
understaffed for a 4000!!
If you need help there's 9/10 chance some1 from the playerbase can help you if you make a post here: http://forum.warmane.com/forumdisplay.php?f=132