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Customer Experience

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Customer Experience

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  1. There needs to be a Live Chat support feature or more conversation with a human person. I've literally have had my account hacked and can prove it if only to run around with an automated response 2 days later of no conversation and finally not even a notification of a "resolved" on my case. Literally no communication on Twitch's side to look at things. I just need to understand why things are with some explanation that is not mechanic.

    45 votes

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    3 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  2. I would like to see the addition of a support dashboard
    where we as users & streamers can see our account health
    like the number of bans, or DMCA strikes our account has ? or how long they are for? This is the kind of transparency a lot of people are looking for especially with DMCA

    As well as incorporating a list of our support requests/ messages/conversations / logs

    If I have a question with my account, as a user, I would like to be able to see the status of my support, like pending, active, closed.

    23 votes

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    2 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  3. I just had posted some feedback, but I have feedback on posting feedback.

    It was an extreme pain to even find this page or section of Twitch, yet it looks so well developed. Please make this more clear / accessible to the public.

    23 votes

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    3 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →
  4. With the current Twitch Contact Us form users are immediately redirected off the form when an assumed applicable category is selected instead of providing a link to it.
    This disrupts the user's attempt to file an inquiry while selecting a category that may/may not fit what they're seeking help on since current categories are unclear.

    Remove the auto redirecting of the contact form so users can use the form as they intended, to file an inquiry.

    20 votes

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    1 comment  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  5. If you look at 99% of company support Twitter pages, all of them have their DM's open as a way to allow issues to be aired/resolved. Twitch falls under the 1% that doesn't have DM's open. I think (and pardon my french) this is an asinine decision that should be rectified ASAP. A lot of users are being banned out of the blue and twitch is radio silent, these people do this for a living and should have a way to ask what's going on - opening Twitter DM's for the support page would be an incredible and humongous step…

    19 votes

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    1 comment  ·  Twitch Support Twitter  ·  Flag idea as inappropriate…  ·  Admin →

    Opening DMs is something we hope to do in the future, but at this time, it’s not currently possible.

    Please understand, however, that support is not involved with suspensions or safety decisions, so we would not be able to assist with any of those issues.

    Users who are suspended are able to file an appeal to learn more about their suspension and request review. Instructions on how to do so are included in the suspension email.

  6. The Help Portal Contact Us page does not allow Twitch users to report actual software issues with the website.

    For example, I have encountered a bug on the main website Twitch.tv homepage. There are no options in the Help Portal that allow me to submit this bug report. The relevant options either lead me away to separate web pages when I try to fill in the form and select categories, or the sub-categories simply DO NOT EXIST.

    This is baffling. How am I supposed to submit a bug report?

    18 votes

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    2 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  7. 6 votes

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    0 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →
  8. I think it would be a good idea to create a discord server for the Twitch community, here Twitch staffs can give news about the updates and events. People can make questions, suggestions and look for help, not only to staffs but also to the rest of the users both viewers and streamers. The main idea is to create a common place for everyone and undo that feeling that someone great, known or famous, is far from our reach.

    5 votes

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    0 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  9. Please add the ability to block certain users or channels that you do not want to see, so that their content or stream does not show up any more as a picture of their stream when browsing streams. There are certain channels that I do not want to see, and I would like to be able to block them so I don't see them.

    1 vote

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    0 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →
  10. I've been using the platform for more than 3 years now, and every time I go to twitch, I keep getting the same thing on the main page. Most of it is from the "Music" category, and I don't see that. I understand that you can put a main event on this page, but why can't you put something that will really matter to me instead of giving free views from people who are not really interested in that category? They could put something on the main page that matches what the user sees, and not the same as always.…

    1 vote

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    0 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →
  11. Respond to people who have their payment threshold "On hold", there are many people who need help with this, we just need to know if we will receive the money or if Twitch can do something removing the money. It's frustrating to see the same email from twitch support solving nothing.

    1 vote

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    1 comment  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  12. Real example: I submitted a support ticket in April 2021 asking for guidance on if it was okay to stream from a location. 4 months and 2 follow up emails later, no response from Twitch. I had to create a second support ticket referencing the first ticket number in the subject line. 2 separate follow ups on that second ticket, and finally I get a response from a human Twitch employee. The problem that caused the first ticket to go unanswered: "It seems the original ticket was submitted under the wrong category, this may be why you did not receive…

    1 vote

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    0 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →
  13. I pressed "report" on uservoice and I thought a confirmation pops up but it didn't, so yeah.

    A confirmation on here would be good, maybe where you can state reason. Because I just clicked on something

    1 vote

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    0 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →
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