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 Post subject: Support Ticket Submission
PostPosted: Thu Jan 06, 2011 9:06 pm 
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Joined: Wed Feb 25, 2009 2:03 pm
Posts: 2852
This message should give people an idea of what to expect when submitting a support ticket.

All support issues should go through the ticketing system, as leaving an IM or an offline message for any of the support people can as easily be missed. Your issue will also be seen by more than one of us, so that whoever is available at the time will handle it as quickly as they can.

If you are experiencing an issue that needs our attention, other than region restarts a support ticket should be filed.

To do so, you need to be logged into the main page, and click on support --> Submit Ticket on the top menu.

There you are given the option of quick help: Currency Purchasing.. etc.

You can also add a quick description.. Didn't Receive I'z

Then you have a box for a detailed description of your problem.

Clicking Submit Support Ticket will send your message to us.

Tickets are normally handled within 24 hours, although they can and do take longer sometimes.

You need to recheck the ticket for our response and to add additional information or provide us with additional information.
We no longer notify you of responses by email, as too many did not like receiving them.

As mentioned above, if submitting tickets about not receiving I'z or billing issues, please provide all relevant information including Paypal Transaction ID's etc so that we may deal with these issues as quickly as we can. Other typical issues for support are Region billing. Requests for region moves and renaming, etc.

Bug reports are best handled by entry into the Mantis, and not submitted as a support tickets as our software developers don't read the support tickets.



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 Post subject: Re: Support Ticket Submission
PostPosted: Fri Jan 07, 2011 10:58 am 
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Joined: Thu Jun 10, 2010 1:51 am
Posts: 371
Location: USA
Thanks Legion! *bumps up the thread*


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 Post subject: Re: Support Ticket Submission
PostPosted: Fri Jan 07, 2011 11:13 am 
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Joined: Mon Jun 14, 2010 3:08 am
Posts: 5759
Location: Wales
Legion Hienrichs wrote:
We no longer notify you of responses by email, as too many did not like receiving them.

In the longer term, it would be nice if this could be set on a per-user basis, as part of an individual's profile.



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Ark
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 Post subject: Re: Support Ticket Submission
PostPosted: Fri Jan 14, 2011 1:57 am 
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Joined: Wed Oct 13, 2010 3:59 pm
Posts: 753
Location: Viking Land
oh great thanks Legion.
Now when did you make this? Im thinking if it has been there for a whiel I must have missed it :omg:

oh wait .. does this mean I cant sendt Elenia love letters anymore on email ? :cry:

:allgood:



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 Post subject: Re: Support Ticket Submission
PostPosted: Fri Jan 14, 2011 1:39 pm 
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Joined: Wed Feb 25, 2009 11:29 am
Posts: 5333
LOL I love the love letters, really! However, we're trying to move more to the support ticket system so as we gain CSR's, it's not all email based. There will probably be things that go to our emails anyways, but for main support, no. So, you can send me real love letters anytime you want Lady S :wink:



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 Post subject: Re: Support Ticket Submission
PostPosted: Fri Jan 14, 2011 3:40 pm 
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Joined: Wed Oct 13, 2010 3:59 pm
Posts: 753
Location: Viking Land
Yay *does a little happy dance* :dance:


Elenia wrote:
LOL I love the love letters, really! However, we're trying to move more to the support ticket system so as we gain CSR's, it's not all email based. There will probably be things that go to our emails anyways, but for main support, no. So, you can send me real love letters anytime you want Lady S :wink:



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 Post subject: Re: Support Ticket Submission
PostPosted: Sat Jan 15, 2011 2:11 am 
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Joined: Mon Jun 14, 2010 3:08 am
Posts: 5759
Location: Wales
Does this supersede the "send an email to support" advice I currently give out ?



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Ark
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 Post subject: Re: Support Ticket Submission
PostPosted: Sat Jan 15, 2011 3:08 am 
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Joined: Wed Oct 13, 2010 3:59 pm
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Location: Viking Land
Elenia wrote; "However, we're trying to move more to the support ticket system so as we gain CSR's, it's not all email based. There will probably be things that go to our emails anyways, but for main support, no"

So I would say yes it does Ark

:gmorning:

Arkady Arkright wrote:
Does this supersede the "send an email to support" advice I currently give out ?



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 Post subject: Re: Support Ticket Submission
PostPosted: Sat Jan 15, 2011 11:04 pm 
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Joined: Wed Feb 25, 2009 11:29 am
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Yes Ark, as next week will start the process of teaching our first CSR about our support tickets, responding and so on. Along with boatloads of other fun stuff.... errrr well, we'll see if she quits by the end of the week! :splat:



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 Post subject: Re: Support Ticket Submission
PostPosted: Sun Jan 16, 2011 9:53 am 
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Joined: Mon Jun 14, 2010 3:08 am
Posts: 5759
Location: Wales
Elenia wrote:
Yes Ark, as next week will start the process of teaching our first CSR about our support tickets, responding and so on. Along with boatloads of other fun stuff.... errrr well, we'll see if she quits by the end of the week! :splat:

Presumably 'email support' will still be the right answer for people who can't log-on to their IW web-page, though ?



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