Tips for Creating Support Tickets
Voe
Posts: 337
Hi guys,
Due to the recent issues with contacting the Support Team, I've decided to post a few tips that might expedite the process.
Before submitting your ticket, it might be beneficial to add both the Goodgame Support and Goodgame Info email addresses as contacts. This should prevent any emails being filter as junk, which a few people have been struggling with. The screenshots bellow are from Microsoft's Outlook, but I can post Gmail and mobile versions if there is a demand for it.
Once signed into Outlook, click the symbol in the top left corner (the nine small squares) and then click 'People' in the drop down menu.
On the People menu, click 'New'.
You will then be presented with the following screen
As you can see in the screenshot, I have entered '[email protected]' as the email address, and named it 'Goodgame Studios'. Click 'Save' and then repeat the process for adding the '[email protected]'. You can name this 'Goodgame Support' or whatever you like. As long as they are added as contacts it should be fine.
Now you can log your ticket. Here are a couple of tips for filling out the form:
1. When you get to this screen you should select the language that you are most comfortable with.
As you can see there are multiple options. Selecting the right one will make the FAQ section and Forums easier to read, and also ensure that you are communicating effectively with the Support Team if/when you need to submit a Ticket.
2. Filling out the form:
You can start creating a Ticket by clicking the 'Email Support' button at the bottom of the page, which should present you with this:
It is important that you fill the form out as accurately as possible, and provide as much detail about your problem as possible. Attaching screenshots (where appropriate) to the ticket can be extremely helpful to the Support Team. Basically, the more information that you provide them with in the Ticket, the less information they have to request from you in their replies. In most cases this could lead to a faster resolution time.
3. Once you have logged your ticket, check your email for the automatically generated reply. It should contain conformation that your Support Ticker has been logged, along with the unique Ticket ID. You should make a note of the ID number, as this can be used to request an update on your Ticket's progress. To do this, simply paste/enter the Ticket ID into the box at the bottom of the page (image bellow) and click 'Send'.
IMPORTANT! Once you have a Ticket ID, please do not create another Ticket for the same issue, even if you have not received a reply for an extended period of time. Once the Ticket has been logged, it is in the Support Team's queue, and they will get to it as soon as they can. Creating additional tickets for the same issue just adds to their workload, which is more likely to add to your resolution time than reduce it.
If anyone has additional information, or suggestions on how to improve the guide, feel free to post it.
Due to the recent issues with contacting the Support Team, I've decided to post a few tips that might expedite the process.
Before submitting your ticket, it might be beneficial to add both the Goodgame Support and Goodgame Info email addresses as contacts. This should prevent any emails being filter as junk, which a few people have been struggling with. The screenshots bellow are from Microsoft's Outlook, but I can post Gmail and mobile versions if there is a demand for it.
Once signed into Outlook, click the symbol in the top left corner (the nine small squares) and then click 'People' in the drop down menu.
On the People menu, click 'New'.
You will then be presented with the following screen
As you can see in the screenshot, I have entered '[email protected]' as the email address, and named it 'Goodgame Studios'. Click 'Save' and then repeat the process for adding the '[email protected]'. You can name this 'Goodgame Support' or whatever you like. As long as they are added as contacts it should be fine.
Now you can log your ticket. Here are a couple of tips for filling out the form:
1. When you get to this screen you should select the language that you are most comfortable with.
As you can see there are multiple options. Selecting the right one will make the FAQ section and Forums easier to read, and also ensure that you are communicating effectively with the Support Team if/when you need to submit a Ticket.
2. Filling out the form:
You can start creating a Ticket by clicking the 'Email Support' button at the bottom of the page, which should present you with this:
It is important that you fill the form out as accurately as possible, and provide as much detail about your problem as possible. Attaching screenshots (where appropriate) to the ticket can be extremely helpful to the Support Team. Basically, the more information that you provide them with in the Ticket, the less information they have to request from you in their replies. In most cases this could lead to a faster resolution time.
3. Once you have logged your ticket, check your email for the automatically generated reply. It should contain conformation that your Support Ticker has been logged, along with the unique Ticket ID. You should make a note of the ID number, as this can be used to request an update on your Ticket's progress. To do this, simply paste/enter the Ticket ID into the box at the bottom of the page (image bellow) and click 'Send'.
IMPORTANT! Once you have a Ticket ID, please do not create another Ticket for the same issue, even if you have not received a reply for an extended period of time. Once the Ticket has been logged, it is in the Support Team's queue, and they will get to it as soon as they can. Creating additional tickets for the same issue just adds to their workload, which is more likely to add to your resolution time than reduce it.
If anyone has additional information, or suggestions on how to improve the guide, feel free to post it.
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Knowing grass, I can appreciate persistence.
How long does it take a lv 28 to fall into ruin?
Knowing grass, I can appreciate persistence.
Emailadress the acct is registered to
Emailadress you want ot changed to
Current ammount of rubies
Current ammount of coins
Current ammount of premium points
3 dates and ammounts of rubies bought (screenshot of store/email confirmation)
Current password
Accountname
How long has the account been active
Based on this info, support should be able to help. Expect approximately 2 weeks for them to reply.
http://prntscr.com/dfdfku
Greetings : Pein le Bref I
Reach me between 6:00-0:00 on my Twitter
I AM NOT A MODERATOR OR COMMUNITY MANAGER!
@Voe
Greetings : Pein le Bref I
Reach me between 6:00-0:00 on my Twitter
I AM NOT A MODERATOR OR COMMUNITY MANAGER!
But your misleading special offer has offered 210 skippers. I have offer screenshot and your fraudulent misleading offer as well.
I am asking for wht I paid but your support team has taken us for granted .
If I will not get a reply I will make sure to expose your misleading fraudulent offers get exposed above whole world. And then will leave game with all 100 players we have.
These are the 2 tickets raised which were not replied by support team since 15 days while other players gets reply. And I have proof of that as well.
Ticket num 1 :- 20170217100057
Ticket num 2 :- 20170217100017
If you can do anything tell us.
Or else we can take further step.
Voe
Tive minha conta bloqueada dia 05/04/2017, entrei em contato com O SUPORTE (QUE SUPORTE NÃO TEM NADA, TA PARECENDO PIADA.) Quem ajudar tá aí o TICKET 2017040510009827.
Leonardo catuli.
Tive minha conta bloqueada dia 04/05/2017, entrei em contato com O SUPORTE NAO TEM NADA, TA PARECENDO PIADA. Quem é tá aí o TICKET 2017050410011305.
Car nous l'on n'a même plus le droit de cité un post !
Another situation I bought a ticket sale for spin the wheel same way logged in and bought a pop up sale on accident . Took me all day to figure out what happened . If you're device is weak on gb , or you're connection is weak you will find a lot of problems do to weak signal and weak device . You naturally want to automatically blame gg .
The changes gg has done are amazing , the old staff they had was terrible thank god they are gone lol the worse thing they did was submit to a boycott .
There's many players in the game and the big spenders left long ago . It's incredible to watch the none ruby buyers , manipulate players in game to boycott updates lol it's always the people who barely spend money or don't spend at all that cry the most and expect more from the provider lol
gg is a multi billion dollar business how about players learn to play the game . And when you have an issue be detailed about you're problem , gg needs to fly me out to Germany so I can break down the situation to them from a actuals gamers point of view smh salute
No, they didn't. Thanks for pointing it out.
Sorry to hear that. Unfortunately you will have to submit a support ticket to have your issue resolved. You can find the form for submitting a ticket here.
Regards
Voe
It's probably safe to assume that something has gone wrong there. If you can't find the ticket number, I'd suggest creating a new ticket.
Knowing grass, I can appreciate persistence.
Knowing grass, I can appreciate persistence.