2008-03-24 17:16:39
Support response time
This is the first article I’ve written for the devblog, although some of you have come across me before This time, I’m not here to wag my finger or ban you, but to nip certain rumours in the bud and to clear up some aspects of our job.
First of all, let me make it clear that the working hours of Support are from Monday to Friday, 9am to 12.30 pm and 2pm to 6pm. As of last week, we also have Support staff on call through the weekend.
It makes sense that you won’t receive any response from us outside of these hours. I can’t help thinking of the player who sent us a message saying “Answer me!” at three o’ clock in the morning in the middle of the week and who then proceeded to fire off a ticket every 5 minutes until it was finally time to go to sleep. So that’s cleared our working hours up.
As for different message categories, some are dealt with faster than others. Why? Well it’s quicker to send on a link for the password recovery form than to unravel the details surrounding the theft of an account after it’d been lent to a friend who’s not your friend anymore who sold it to someone…
And for the tricky ones among you, posting your problem under a section where you think it might get looked at faster won’t help you either. Any message that finds its way into the wrong section will be automatically rejected.
As for our policy on all tickets being replied to… If you don’t get a response, check your junk mail box. If you don’t find anything there, the address linked to your account must be invalid. In most cases, it’s nothing more than a typing mistake when players write the email. Go to the Support website, sign in and click on “See Tickets”.
Even when your message is refused, you will receive a reply, not necessarily what you want to hear, but a response nonetheless, such as in the following cases:
- Message is written in SMS speak or capitals
- Message is in the wrong section
- Message is incomprehensible and/or unreadable
- Message is written in insulting or disrespectful language
- Message is written from a third ¬party account
- Message is written for a friend, a guild member a parent etc.
In certain cases, Support will decline to respond altogether:
- Job applications for Ankama positions
- Requests for Hints and tips
- Suggestions for Game developments
How can you optimise response time?
Well it’s very simple… just fill in the form when you send a ticket. The details you are asked in this form are not there to look pretty, but serve to help us resolve your problem. If we do not have all the required information, we won’t be able to deal with your request. In this case we’ll ask you for the remaining information which will slow down the process.
One request = One ticket. More than one ticket per request slows down the process.
The key to success is a correctly filled out form and a message which gets right to the point of your problem, having been placed in the right section. It goes without saying that courtesy and politeness go a long way. “Go on modo, what are you doing, change my %^*(^& password”, usually this doesn’t cut it.
We make every effort to get back to players who follow the rules as quickly as possible. And if you have followed the rules and the reply is still taking too long? One word for you: “Patience!” Nothing stops you form having a look in the knowledge database (no, really, you’ll probably find the answer to your query there…)
[Article by Redfish!]
First of all, let me make it clear that the working hours of Support are from Monday to Friday, 9am to 12.30 pm and 2pm to 6pm. As of last week, we also have Support staff on call through the weekend.
It makes sense that you won’t receive any response from us outside of these hours. I can’t help thinking of the player who sent us a message saying “Answer me!” at three o’ clock in the morning in the middle of the week and who then proceeded to fire off a ticket every 5 minutes until it was finally time to go to sleep. So that’s cleared our working hours up.
As for different message categories, some are dealt with faster than others. Why? Well it’s quicker to send on a link for the password recovery form than to unravel the details surrounding the theft of an account after it’d been lent to a friend who’s not your friend anymore who sold it to someone…
And for the tricky ones among you, posting your problem under a section where you think it might get looked at faster won’t help you either. Any message that finds its way into the wrong section will be automatically rejected.
As for our policy on all tickets being replied to… If you don’t get a response, check your junk mail box. If you don’t find anything there, the address linked to your account must be invalid. In most cases, it’s nothing more than a typing mistake when players write the email. Go to the Support website, sign in and click on “See Tickets”.
Even when your message is refused, you will receive a reply, not necessarily what you want to hear, but a response nonetheless, such as in the following cases:
- Message is written in SMS speak or capitals
- Message is in the wrong section
- Message is incomprehensible and/or unreadable
- Message is written in insulting or disrespectful language
- Message is written from a third ¬party account
- Message is written for a friend, a guild member a parent etc.
In certain cases, Support will decline to respond altogether:
- Job applications for Ankama positions
- Requests for Hints and tips
- Suggestions for Game developments
How can you optimise response time?
Well it’s very simple… just fill in the form when you send a ticket. The details you are asked in this form are not there to look pretty, but serve to help us resolve your problem. If we do not have all the required information, we won’t be able to deal with your request. In this case we’ll ask you for the remaining information which will slow down the process.
One request = One ticket. More than one ticket per request slows down the process.
The key to success is a correctly filled out form and a message which gets right to the point of your problem, having been placed in the right section. It goes without saying that courtesy and politeness go a long way. “Go on modo, what are you doing, change my %^*(^& password”, usually this doesn’t cut it.
We make every effort to get back to players who follow the rules as quickly as possible. And if you have followed the rules and the reply is still taking too long? One word for you: “Patience!” Nothing stops you form having a look in the knowledge database (no, really, you’ll probably find the answer to your query there…)
[Article by Redfish!]
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