Support improvements

[Silent Shadow]

(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
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.

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.

Thanks for putting your time and effort into reading these suggestions and constantly striving to improve the quality of support