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PSA: Riot Support has a category for behavior tickets, but now discards them

KFCeytron·11/13/2019, 9:19:46 PM·9 votes·7,074 views

I recently dealt with a player who flipped their lid and inted (0/26 in 18:01) while screaming in caps about teaching us all a lesson and spamming homophobic hate speech. I reported them after the match, but no two-week gap appeared in their match history. So I figured I'd submit a support ticket, as I've occasionally done.

Well, as it turns out, Riot's system has changed with the new look: they say they accept any report about a player from your last 20 matches (not sure what that restriction is for), but submitting the ticket results in a message that you've already reported that player in post-game so everything is fine and dandy. No ticket number, no confirmation, no email. Nothing. It simply does not accept reports anymore. There is no longer any way to request manual review when the IFS clearly fails to catch behavior it is fully intended to deal with.

https://i.imgur.com/cJCbmdT.png

Unfortunately, image of Blitzcrank Bot, these streets are not clean, because you produce false negatives even in the most obvious possible cases, and there is no longer any human backup system to handle them. I think this is a bad move, as it makes Riot seem distant and unreachable, removing even the hope that something will eventually be done about the most egregious examples of poor behavior that fall through the cracks. The only benefit I can possibly see to this change is to increase confidence in the scarcity of false positives - "you got a punishment? Well, those are almost unheard of, so you must've earned it." I'm not sure how beneficial that is, though. The automated system should try to be correct rather than erring on any particular side, minimizing the support tickets necessary to handle false positives or false negatives.

34 Comments

Kei14311/13/2019, 9:42:41 PM7 votes

It was always a misconception that tickets mean a guaranteed manual review.

All reports get reviewed by the system. Manual reviews are part of the system.

Fun fact, if someone was already reported by a teammate, it will also say that the player has been reported when you go submit a ticket.

rujitra11/13/2019, 10:35:46 PM5 votes

Unfortunately, image of Blitzcrank Bot, these streets are not clean, because you produce false negatives even in the most obvious possible cases

While I stopped reading originally after your title that's misleading (it doesn't "discard" the report, it simply puts it into the queue like tickets have always done), I came back to see this line.

You have no way of knowing whether a report was validated or actioned on or not beyond seeing a gap in match history that appears indicative of a temporary or permanent ban. You cannot see if a report was forwarded for manual review, or if it was validated but not enough to punish based on one game.

GatekeeperTDS11/13/2019, 9:38:46 PM3 votes

Here's the translation - worry about yourself instead of other people.

Brotha11/13/2019, 10:31:53 PM3 votes

15 players out of 20 games? You might be using the report feature as a venting mechanism which is its intended function.

EATARI11/14/2019, 12:32:46 AM3 votes

You get a toxic player in 75% of your games? I only get one in about 5% of my games. Are you sure you’re not just overzealous with reports? Also, the manual reports have always been just as effective as the in-client reports. All that’s been done is reduce the number of duplicate reports so that the system is more efficient.

TrulyBland11/14/2019, 10:20:30 AM3 votes

and there is no longer any human backup system to handle them.

I strongly doubt that this is true. The main purpose of reporting players via support ticket has always been exactly what is still possible to do now: Report players you weren't able to (or forgot) to report via the ingame method. I'm absolutely confident that they still at least sample reports, if for no other reason than to "audit" the automated system.

And the thing is, there's no sensible reason to prioritize tickets over regular reports when it comes to manual reviews. The only thing a manual ticket shows is that you were upset enough to go through the effort of filing a ticket... but people are upset about many things that are not actually punishable.

It's true that IF people reliably used tickets to file specifically reports for behaviour they are certain the IFS can't catch, then that would be a nice addition to the report system… but realistically a lot of people would just end up using this to "make sure" that their report would result in a manual review for no other reason than feeling entitled to having their case manually reviewed. At that point manual reviews are no longer reserved for the things where it likely makes sense to review them, and instead they are reserved for the loudest portion of the community.

Treating all reports as equal is simply a more fair way of handling them, and randomized manual reviews offer a lot of advantages for machine learning. The only reason I can see for considering one form of reporting more reliable, is if those reports are in fact more reliable. If that ceased to be the case (assuming it ever was the case to begin with) then it's definitely the correct choice to say "fuck it, from now on a report is a report, regardless of how it was submitted".

Inkling Commando11/14/2019, 4:14:29 AM2 votes

I still report players even though I know riot won't do shit about it but in extreme cases i'll send a support ticket.

KnightLakega11/21/2019, 2:13:39 AM2 votes

{quoted}

I recently dealt with a player who flipped their lid and inted (0/26 in 18:01) while screaming in caps about teaching us all a lesson and spamming homophobic hate speech. I reported them after the match, but no two-week gap appeared in their match history. So I figured I'd submit a support ticket, as I've occasionally done.

Well, as it turns out, Riot's system has changed with the new look: they say they accept any report about a player from your last 20 matches (not sure what that restriction is for), but submitting the ticket results in a message that you've already reported that player in post-game so everything is fine and dandy. No ticket number, no confirmation, no email. Nothing. It simply does not accept reports anymore. There is no longer any way to request manual review when the IFS clearly fails to catch behavior it is fully intended to deal with.

https://i.imgur.com/cJCbmdT.png

Unfortunately, image of Blitzcrank Bot, these streets are not clean, because you produce false negatives even in the most obvious possible cases, and there is no longer any human backup system to handle them. I think this is a bad move, as it makes Riot seem distant and unreachable, removing even the hope that something will eventually be done about the most egregious examples of poor behavior that fall through the cracks. The only benefit I can possibly see to this change is to increase confidence in the scarcity of false positives - "you got a punishment? Well, those are almost unheard of, so you must've earned it." I'm not sure how beneficial that is, though. The automated system should try to be correct rather than erring on any particular side, minimizing the support tickets necessary to handle false positives or false negatives.

Meanwhile I got perma banned for telling a toxic player who was throwing a ranked game, and calling me all sorts of homophobic, racial slurs to go kill himself...

Riot doesn't care.. At all. Ever.. They never have, never will.

Lemexiss11/15/2019, 11:27:48 PM1 votes

I don't know, I once had someone troll my ranked games, I requested a manual human review in addition to the report and it worked. Someone went back to me, said the behavior of the troll was absolutely unacceptable - and also that they can't share whether the person was actually punished or not, but still.

Sukishoo11/16/2019, 1:15:58 AM1 votes

Seeing in your match history that the only match that matches that was an URF game, there's like a 98% chance nothing would have come from it had a person looked into it.

Skeleton Matrix11/13/2019, 10:38:00 PM1 votes

not shocked

Okraki11/14/2019, 12:31:41 AM1 votes

You can still report a player manually (via support ticket) Yes it does say that above but its still possible to get hold of a real person, i done this before and personally, my experience with it, was pretty good. I got a real person in a reasonable and timely manner (despite what many say). I think Riot get a lot of bad rep that i truly think they don't deserve, but this is just my own experience can not speak for everyone, i assume though most these players who contact support via behavior are banned players venting there rage. But again i can only speak for myself.

KVbqbFsC8e11/13/2019, 11:24:46 PM1 votes

Have you tried submitting a report from a different account?

XJ9999999999999911/17/2019, 11:54:17 PM1 votes

stop craving "justice" so much and learn to move on. holy