Steam is opening up about its continuously criticised assist measures.
Steam Support has a really dangerous fame, and it’s one thing Valve has acknowledged as justified by often vowing to enhance.
As a part of this course of, the developer is aiming for extra transparency in terms of Steam Support, opening up a brand new Steam Support statistics page the place you may view updated figures.
Announcing this service in a Steam Community post, Valve mentioned it obtained round 75,000 assist request every day, and has round eight,000 requests sitting round ready to be answered at any given time. As a results of this enormous quantity of Steam Support requests, Valve has a backlog of requests which has been as excessive as 58,000 over the previous three months, however is at the moment below 10,000.
This monumental variety of tickets explains why Steam Support isn’t instantaneous, however additional down the web page you may see present common wait instances for varied types of Steam Support request (though Valve says these instances solely apply to 90% of instances; there will likely be egregious outliers). As you’ll see, refund requests are processed in 2 hours or much less, whereas account safety and restoration troubleshooting is often accomplished in lower than half a day.
The least frequent sort of Steam Support request is for buy and billing assist, and these difficulties take the longest to type out at as much as 1.eight days. That doesn’t appear to be a horrible flip round at this quantity, but when there’s been a billing error and also you’re unable to pay hire it’s means, means too lengthy.
Valve mentioned it would proceed to put money into workers and coaching to enhance Steam Support, and welcomes suggestions on its progress. So that’s a factor.