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Announcement - Customer Support Changes - "Helpshift"

WascallyWabbit (FormerMod)WascallyWabbit (FormerMod) Guest Posts: 6,097
edited 13.12.2017 in Official Announcements
Dear Community,

As announced a few months ago, we would like to inform you about the latest developments in Customer Support - We are very happy to be able to work with a new tool called "Helpshift". 

From today on, you will see the following changes when contacting Customer Support:

  • A detailed FAQ page, where you should find answers to many of your questions. We also plan to use this page in the future to inform you about existing bugs or other updates in the game on the FAQ page. So what you see right now is just the beginning!
  • The support form has become slimmer. You have to fill in less fields to send us a ticket.
  • As already mentioned in one of our previous posts, the prioritization of requests will change. This means, for example, that the problem category will play a bigger role and will have an influence on the response time.
  • Answers from Customer Support will still be sent by email. In order to write back to us, you just have to click on "reply" in your email system.
  • Unfortunately, our new system only allows one screenshot per newly created ticket. If you want to send multiple screenshots, please wait for the automatic system response in your inbox and then send the other screenshots.

You can discuss these changes HERE


Best regards,
Your Customer Service Team
Post edited by WascallyWabbit (FormerMod) on

Comments

  • WascallyWabbit (FormerMod)WascallyWabbit (FormerMod) Guest Posts: 6,097
    Dear Community,

    Important information for those who currently have a ticket open with us: 

    Unfortunately, we have no other option than to close all existing tickets from our old system because there is no export function from the old to the new system. So if you have a ticket that we are yet to reply to, you should have received an automatic email from us, asking you to create a new ticket with the same information. We understand that this is very inconvenient for you and we sincerely apologize.


    For those who are in touch with us and have already received a response (not the system response where receipt of the ticket is acknowledged!), we will process this ticket in our old system until it is solved. These tickets will not be closed.

    You can discuss these changes HERE


    Best regards,
    Your Customer Service Team


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