BackSlash
Marshal
Galactic Navy
Joined: March 23, 2003
Posts: 11183
From: Bristol, England
|  Posted: 2011-01-13 16:45
As I write this, the new support ticket system on the website is now live. This post will detail exactly what the support ticket system is, what it is for, and how to use.
What is the support ticket system?
In short, I created the new system due to the fact that we don't have a reliable and easy way to keep track of, and resolve, issues that players might have. /report is great for letting us know about issues, but it was never designed for general support problems like billing and the like, which may require back and forth communication and on the other side we have the forums,which are great for going into detail, but have no privacy.
So, I decided to create the support system.
What is the system for?
The system is aimed at allowing us to help you better. Each and every ticket submitted is only viewable by the right staff for the job. This means that only administrators can see your billing and account issues (the ones who can solve it), and only moderators can reply to issues about rules, harassment, etc. The support ticket system is also personal to you, meaning no other players can see your tickets.
How do I submit a ticket then?
Submitting a ticket is easy! Click on the "Support Ticket" option on the website. This will take you to the support ticket page, allowing you to submit a ticket to the staff.
Options range from Billing and Accounts, Harassment, Technical Support, to Other Issues. Once you have selected the category in which the ticket should go, you can then write the body of the ticket. This is where all the details you wish to let us have go. If you have a harassment problem, for example, include links to screenshots, logs, or any general information that can help us.
Once you have submitted the ticket, you will see the ticket as "Open". This means that the ticket has no replies, and is the basic level of all tickets. Once a ticket has been replied to, you will see the ticket change colour and update to "Awaiting player reply". Once you click on the ticket, you will see a running history of the replies in the ticket, with the first reply (yours) at the top.
The ticket can go back and forth for as long as required until it is solved, at which point the ticket is "Closed". Closed tickets remain visible to the player, but invisible to the staff. If a player wishes to re-open a ticket for added information, or is unhappy with the result, they can simply reply to it, and it will automatically re-open the ticket. If the ticket system is abused, a member of staff can terminate the ticket, at which point the player will no longer be able to view, or reply to the ticket. Obviously, further abuse will likely result in a ban - don't do it folks!
If you're happy with a ticket's reply, or want to close it yourself, you'll notice there is a button for doing so. It's pretty straight forward, hit the button if you want to close the ticket, you can even include a thank you message should you wish it!
Obviously we still encourage you to use /report to report incidents which require our immediate attention (friendly fire, swearing in the game, etc). At some point in the future, the two systems may combine, but that's another topic, for another day.
Enjoy!
_________________
|
English
Deutsch
Nederlands
)
