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Support improvements
#1
I already made a thread a couple of days ago about maybe giving a small reward to people that report bugs. This was not because I wanted rewards, but because sometimes it takes a week before a bug is reported. After thinking it through I've thought about some other ways to improve support in general without the need of a reward.

Possible improvements:

1) For the love of all that's good please change the button. I had to find out by accident that the "help" button was actually the support button. I was expecting it to be a link to the wiki or the reddit page, but I never expected it to be support. I know that "support" is a longer word than "help", so it might be a designer nightmare to change it and keep the menu decent looking. But "help" really is a horrible choice for that button. <--- This is probably the most important change

2) adding a new tab to the support menu with "reported problems/bugs". This tab should just contain a list of reported problems, the fixed ones could be in green while the others could be red. There should be a text there saying that when you have a problem with one of the green ones you should try refreshing the game.

3) It could be really helpful if we could also close tickets. This has been suggested before though, so I'm not going to explain this one.

4) There seems to be a problem that when you reply on a ticket that it doesn't update, I don't know if the ticket updates but you can't see it until support replies, or if it doesn't update at all. This should obviously be fixed as well.

5) reward for bug reports. This is not something I find important myself (not that I would mind Tongue ), but it could be a good stimulus.
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#2
1) + 1 - I'd think many players have fell into that trap.

2) + 1 <- (Though I can't see that being implemented anytime soon.)

3) + 1 <- The tickets also always go back into the 'pending' status which is so annoying xD

4) I'm starting to think this could have been intentional to prevent players from responding, so they wouldn't have to go back to an already checked ticket. If not: +1

5) Already + 1'd down posts.

= possible +5
= Pretty please Ray.

Wink
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#3
These are some pretty decent suggestions, Silent Shadow. I appreciate you taking your time to make these suggestions. Things are busy in regards to the preparation of the new service in February but we're doing our best to get as much positive feedback from the community as we can, and to apply good ideas in the future. Suggestions are a big help. Thank you Smile

Best wishes,
Kim
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#4
hey Silent Shadow,

Thanks for these suggestions. I wanted to respond to your post, as anything related to player support is relevant to me!

So, to respond:

  1. I agree that re-labelling the button would clarify its function, and I expect that this will be addressed in the upcoming UI overhaul. We've got a UI specialist on the job, so this is something that they'll likely consider.
  2. Whilst I do agree that it would be beneficial to prevent duplicate bug reports, it is in the interest in preventing exploitation that we do not maintain a public list. Tickets detailing known issues do not add a considerable amount of work for support staff, so I don't think this will be added.
  3. Regarding the ability for players to close tickets, if you're suggesting this for the sake of support staff not needing to continue working on the ticket, simply updating the ticket with "Issue resolved, please close" (or similar) is sufficient. If you're referring to the long-standing issue of old tickets being displayed in the ticket overview as "Pending...", when they were in fact resolved - this has been patched today, so that's a problem of the past.
  4. I've had a few reports of this problem, but it isn't something I've been able to reproduce myself, and I know it only affects a handful of users. If this is something that affects you, and you'd be willing to help troubleshoot it, please get in touch, and I'll do what I can to fix it.
  5. We already have a "bounty" system to reward bug reports, though rewards are given on a case-by-case basis, depending on the severity of the bug, and the quality of the report. To explicitly clarify that: there's no guarantee that reporting a bug in the game will result in a reward, but it does happen on occasion.
Thanks again for putting your time and effort into making these suggestions. We're constantly striving to improve the quality of support, so every suggestion helps to guide us in the right direction.
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#5
(01-21-2016, 12:13 PM)Alice Wrote:  If you're referring to the long-standing issue of old tickets being displayed in the ticket overview as "Pending...", when they were in fact resolved - this has been patched today, so that's a problem of the past.

Oh sweet!

May I ask why it wasn't in the patch notes? Tongue
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#6
(01-21-2016, 12:13 PM)Alice Wrote: hey Silent Shadow,

Thanks for these suggestions. I wanted to respond to your post, as anything related to player support is relevant to me!

So, to respond:

  1. I agree that re-labelling the button would clarify its function, and I expect that this will be addressed in the upcoming UI overhaul. We've got a UI specialist on the job, so this is something that they'll likely consider.
  2. Whilst I do agree that it would be beneficial to prevent duplicate bug reports, it is in the interest in preventing exploitation that we do not maintain a public list. Tickets detailing known issues do not add a considerable amount of work for support staff, so I don't think this will be added.
  3. Regarding the ability for players to close tickets, if you're suggesting this for the sake of support staff not needing to continue working on the ticket, simply updating the ticket with "Issue resolved, please close" (or similar) is sufficient. If you're referring to the long-standing issue of old tickets being displayed in the ticket overview as "Pending...", when they were in fact resolved - this has been patched today, so that's a problem of the past.
  4. I've had a few reports of this problem, but it isn't something I've been able to reproduce myself, and I know it only affects a handful of users. If this is something that affects you, and you'd be willing to help troubleshoot it, please get in touch, and I'll do what I can to fix it.
  5. We already have a "bounty" system to reward bug reports, though rewards are given on a case-by-case basis, depending on the severity of the bug, and the quality of the report. To explicitly clarify that: there's no guarantee that reporting a bug in the game will result in a reward, but it does happen on occasion.
Thanks again for putting your time and effort into making these suggestions. We're constantly striving to improve the quality of support, so every suggestion helps to guide us in the right direction.

Thank you for responding Alice.

1. I'm glad the re-labeling will likely take place in the future, that will be sure to clear away some confusion Smile
3. It was mostly for the problem where it kept displaying as pending, glad this is fixed.
4. I'd also be more than happy to help troubleshooting. I don't have time in the first couple of days because of exams, but I should be able to help after the 27th of jan. Smile

2. Well, I'm not that noble that I was just trying to save support some time. This suggestion was mostly because some people might not report bugs because they think that someone else already did it. If you add a list of known bugs, this problem could be resolved. It's also not meant as a list that automatically updates when someone opens a ticket. It would just be a list that has to be manually updated by support (just type in a title and check a box when it's resolved). So exploits could just be left out of the list.

However, I obviously don't mind if you don't implement that particular suggestion, the re-labeling was the most important one. Smile

Thanks for putting your time and effort into reading these suggestions and constantly striving to improve the quality of support Wink
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#7
(01-21-2016, 12:25 PM)vosavo Wrote: May I ask why it wasn't in the patch notes? Tongue
It will probably be added in the next set of patch notes, I only finished it a few hours ago, and I don't think it's significant enough to make a patch note post solely for this little fix!

(01-21-2016, 01:00 PM)Silent Shadow Wrote: It was mostly for the problem where it kept displaying as pending, glad this is fixed.
Even though it was a relatively minor issue, I'm excited to have resolved it. This little patch will forever hold a special place in my heart.  Tongue

(01-21-2016, 01:00 PM)Silent Shadow Wrote: This suggestion was mostly because some people might not report bugs because they think that someone else already did it.
I encourage anybody affected by a bug or exploit to submit a report, even if it's just a short description of the problem to let us know what's happening. This allows us to gauge the prevalence of the bug, and to asses the impact it has on the game. It can also potentially help in resolving the issue; if we detect a pattern in report submissions, or relationships between affected users and circumstances under which the bugs were present.
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#8
(01-21-2016, 01:15 PM)Alice Wrote: I encourage anybody affected by a bug or exploit to submit a report, even if it's just a short description of the problem to let us know what's happening. This allows us to gauge the prevalence of the bug, and to asses the impact it has on the game. It can also potentially help in resolving the issue; if we detect a pattern in report submissions, or relationships between affected users and circumstances under which the bugs were present.

Oh yes, I see what you mean. Would be a bad thing if people stopped reporting because someone reported it already. Well, bad idea in that case Smile
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