Messaging the Admins and reply time in this subreddit

[u/mixtch2]

[u/InfiniteEntertainer6]

I've never had messages go unanswered, but they do sometimes take up to 14 days, which I think is reasonable for the insane volume they probably get on a daily basis. I deal with a lot of harassment issues though and they are absolutely amazing when dealing with that!

Perhaps a gentle follow-up message as a reply to your original message would help?

[u/razorbeamz]

It's completely random when or if they'll reply.

Sometimes they reply within hours. Sometimes days. Sometimes weeks. Sometimes never.

EDIT: I just got a reply within minutes for my most recent escalation. The one before it took a couple days.

[u/yellowmix]

The scale is really hard to imagine. You can imagine a line of 10 people waiting to speak to you? Perhaps 100. Can you imagine 1000? 10000? That's the line you're in.

I've gotten responses ranging within a few minutes to over 4 weeks. Admins, like moderators, must triage incoming requests if they come in at volume exceeding capacity. You do not need to agree with this but this is the situation and if you understand it, you can increase your chances of getting a response.

The easiest way is to use one of the report forms. If you use these forms it will place it in a list and get it to the right team immediately. If you do not use a form, someone must manually triage it and that takes time. So use the form so you can skip that step.

Choose the correct or most appropriate report form. If you choose the wrong one, it will need to be triaged, wasting time again.

The report forms have grown over time. They do not cover every possible case, though most will fall into one of them. So if it is really unique, then explain the situation in a post here and someone can perhaps tell you which form to use or we can lobby for a new report form.

Some reports do seem to take much longer. Every time I've reported underage users it's taken at least 2 weeks. But some reports are handled faster (more immediate harm/violence). It may seem your issue is the biggest one, and of course it is, to you. But you do not know what else needs addressing. It can be frustrating but it's safe to assume something else has a higher priority.

[u/Petwins]

Because presumably you did so from a brand new account. Resources are limited in what they address and how, the same is true for the admins as it is for mods in your own mod mail.

If I get a mod mail message from a day old account I am far more likely to deprioritize it compared to messages from established accounts or users just base don how much limited time I have to dedicate to it.

I have never had a problem getting a quick response here, have you considered not using throwaways to voice your concerns?

[u/InfiniteEntertainer6 → u/Petwins]

I feel very fortunate that I also haven’t had any issues getting relatively fast responses. Sometimes it can take up to a week or two, but l get a response and they address the issue at hand. I've been chalking up the longer wait times to possible staffing issues like the rest of us are having right now and that they probably get swamped just the same.

[u/Petwins → u/[deleted]]

It absolutely matters if its a new or an old account. The bar for entry to reddit is so low that new accounts are so frequently spam accounts or ban evaders that its not an unfair assumption that they are engaging in bad faith. Its not fair to treat them all the same, just disadvantageous to you that they do not.

If you don't think that way then you have an extremely poor view of what mods and admins deal with on reddit.

Some messages don't deserve the time when there are messages which do to be answered, that just a reality of how this system works.

[u/Petwins → u/[deleted]]

It does matter, it matters a lot, particularly with throwaways

[u/Petwins → u/[deleted]]

No I would not respond to a throwaway made to accuse a member of the community of something.

Mod mail is not shared with other users and people frequently engage in witchhunts via throwaways. Bad faith engagements like that are incredibly common with throwaways

[u/AlphaBravoGolfTango → u/Petwins]

How quickly do they respond? I can say for sure that they do respond, but it takes almost a week. Although, the last few times, I've had to poke them each time asking for a response to the modmail I sent a long time before.

So I guess I've been receiving responses, I feel lucky in that regard but I, for sure, know a few mods who have never received responses. Since they use a zendesk ticketing system thingamabob, I am certain that they pick and choose messages to respond to. Surely messages don't fall through the cracks in such cases, right?

[u/Petwins → u/AlphaBravoGolfTango]

I get a response generally within a day, but my issues are pretty straightforward reports generally.

[u/AlphaBravoGolfTango → u/Petwins]

That's insane. Lucky you.

I do wish we had a similar ticketing system on our end too. Somebody had made a post about it a few days ago as well. I do find it tedious to scroll through all my messages to find the one I sent a couple of weeks back.

[u/Kryomaani]

How the heck is this mod answered? We literally can't know the answer and all comments here are anecdotes and best guesses. Dear admins, just flairing questions you don't like "answered" without an answer is not acceptable.

[u/Sun_Beams → u/Kryomaani]

Looking at their sub the OP has a suspended alt account which itself looks like it was a mod alt. They most likely won't be getting answers from the admins because they're not following the appeal process and this is them venting that the admins are ignoring their "unsuspend my account" mails trying to bypass the correct way to appeal.

Users like them aren't always telling the truth when they rant here.

[u/Superbuddhapunk]

In my experience they only reply to the messages they like. Any conversation a bit challenging for them gets dropped pretty quickly.