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Customer Experience

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Customer Experience

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34 results found

  1. There needs to be a live chat feature with Twitch Supports

    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.

    168 votes

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    20 comments  ·  Help Portal  ·  Admin →
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  2. Contacting Support form should not auto-redirect

    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.

    103 votes

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    9 comments  ·  Help Portal  ·  Admin →
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  3. Allow users to report bugs

    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?

    71 votes

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    9 comments  ·  Help Portal  ·  Admin →
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  4. Support Dashboard

    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.

    65 votes

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    5 comments  ·  Help Portal  ·  Admin →
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  5. Live customer service. Phone or chat box.

    Twitch needs live customer support. Either a phone center or live chat. Twitch is way to big a company not to have this. The automated system is ancient and poorly made.

    55 votes

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    2 comments  ·  Help Portal  ·  Admin →
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  6. Let us reach Twitch support in an easier way.

    Some bugs can't be reported if you don't have the right category for it. For example the Twitch support website itself is buggy and you have no ideal way of reporting it. If the page itself is buggy and you can't reach some categories then it's pointless and needs an improvement. If we could have a category Other-Other for all other types of queries, it would be really nice.

    40 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  7. Still reply to support tickets submitted to an incorrect category, if just to suggest the correct category.

    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…

    26 votes

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    0 comments  ·  Help Portal  ·  Admin →
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  8. Customer Support to actually acknowledge your tickets when responding to them

    I shouldn't have to submit the very same ticket beyond 50 times over the course of nine months because your staff seemingly cannot ever answer it with even slightly relevant information.

    Why are you advising me to ask a Twitch Broadcaster to assist me with an account related issue? By pure dumb luck I'm just supposed to find a Twitch streamer, who also happens to work for your customer support?

    Why are you insisting that I make purchases from your website? What would that have to do in any way with my account related issue?

    Why are you genuinely copy…

    24 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  9. Discord server

    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.

    23 votes

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    3 comments  ·  Help Portal  ·  Admin →
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  10. Complaints

    Have a way for users to submit complaints and have actual response timescales. Currently customer support appears to have no standards and “we can’t provide any insight so I’m closing your ticket” to a reported bug seems to qualify as an appropriate response nowadays.
    Fix your bugged twitch drops system as stuck progress bars seems to be an ongoing issue for years over many different campaigns.

    11 votes

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    0 comments  ·  Help Portal  ·  Admin →
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  11. There is no real "help" section in twitch.

    I want real HELP! There's a huge bug in affiliate settings. I can't save my address because it says the address in step 3 is different from the address in step 1. But it is not! I tried everything, i copied the address from step 3 and pasted it in step 1 but it still doesn't work. And i can't ask for help because there's no help section!!!

    11 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  12. Provide "Help" For Twitch Users Who Are NOT Creating Content

    The entire "Help" area is set up entirely on the assumption that everyone comes to Twitch to create content. There is absolutely no support for anyone who comes to Twitch to follow content created by others.

    9 votes

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    5 comments  ·  Help Portal  ·  Admin →
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    More Info Needed  ·  AdminTwitch (Admin, Twitch) responded

    Hey there! 


    What kind of content would you like to see added to our Help site? We try to make articles applicable to people who view and create content, but if there is missing content you were looking for I would be happy to share that with our team. 

  13. The help portal AND Appeals section do not work.

    I received a suspension and made a ticket 2 months ago. No response. Does it really take over 2 months to respond? Like even an automated response? Really?

    I made an appeal about a month ago, also no response. I really have no clue how I am supposed to get help. Like why do you even have a support site? There is nothing helpful or supportive about it! No humans view your tickets. Just literal automations that copy and paste useless information.

    8 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  14. FIX YOUR ******** SUPPORT SYSTEM!!!!!!!

    It's incredibly ridiculous that I've waited like two weeks to get approval on an emote but what's even more infuriating is that your "contact us" feature is always broken so I can't even ask about it. Like seriously I can get better service from **** sites run on computers still using Windows 95

    7 votes

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    0 comments  ·  Help Portal  ·  Admin →
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  15. Add a link back to www.twitch.tv from any help.twitch.tv page

    There needs to exist a method for a user to quickly, possibly at the click of a single link, go from whatever help.twitch.tv page the user is on to www.twitch.tv without having to type the URL in the address bar. Clicking any "home" link takes you back to help.twitch.tv. Once I have answered my question, I would like to just click a link to take me back to Twitches main website.

    5 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  16. Bring back "My support cases" page to view Twitch Support cases online.

    Twitch's help page used to list my current and past support cases, including case text, category and status (open, closed). I am not sure why Twitch disabled it. I thought it worked great. Can you enable this feature again?

    4 votes

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  17. Respond to people who received fake donations

    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.

    4 votes

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  18. Typo on Help Portal

    Guys you made a typo here:
    https://help.twitch.tv/s/article/Managing-Roles-for-your-Channel?language=en_US

    it says: "o manage your Roles" instead of "To mangage your Roles"

    3 votes

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  19. Update the Twitch Chat Badges Guide

    https://help.twitch.tv/s/article/twitch-chat-badges-guide
    This help article needs an update to reflect:
    - New gift badges
    - Bit Badges over 1M (yes they exist)

    3 votes

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  20. please provide instructions on how to perform a traceroute to twitch on linux systems

    please provide instructions on how to perform a traceroute to twitch on linux systems

    3 votes

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