No Support Center?

Angel_Light · #1 12-04-2009, 05:27 AM

I cant seem to get to the support center page. It just redirects me to the graal home page. Is it down for maintenance or something. Could someone inform me please?

cbk1994 · #2 12-04-2009, 05:40 AM

It was hacked, again, and it's been offline for at least a month now. Hopefully they find some other software that works, it's ridiculous without one.

Matt · #3 12-04-2009, 05:58 AM

Quote:

Originally Posted by cbk1994

Hopefully they find some other software that works, it's ridiculous without one.

Remember seeing a post by Tig stating he suggested a decent one to Stefan, but haven't heard anything about it, yet.

SupportTrio was is one of the best out there, but since it failed, maybe we can post some other suggestions?

fowlplay4 · #4 12-04-2009, 06:12 AM

Should just make it scripted and integrated into the client, that seems to be the direction these days.

cbk1994 · #5 12-04-2009, 06:20 AM

Quote:

Originally Posted by fowlplay4

Should just make it scripted and integrated into the client, that seems to be the direction these days.

I think that would just be harder to manage, for players and staff.

WhiteDragon · #6 12-04-2009, 06:48 AM

Quote:

Originally Posted by cbk1994

I think that would just be harder to manage, for players and staff.

And impossible for anyone who can't use the client.

Matt · #7 12-04-2009, 07:40 AM

Quote:

Originally Posted by WhiteDragon

And impossible for anyone who can't use the client.

Agreed.

I know that Isolsoft Support Center is of high quality, and has some real good reviews.

TSAdmin · #8 12-04-2009, 09:21 AM

Personally I hope suitable software is found in a timely manner because it's getting pretty difficult to manage cases with no records, if any come at all.

It's also annoying to explain to people the most obvious methods of contact while Support is down:

* Forum PM, for those with forum access
* E-mail, EVERYONE has e-mail and it doesn't require any correspondence to GraalOnline to even use it
and obviously every Global Admin, even moderators of the forums, have @GraalOnline.com e-mail addresses so there's always a way to contact us from all departments of Support. For a list of these e-mails, share this with your friends

But still follows with "HELP! I CAN'T CONTACT ANY GLOBALS!" -_-

Imperialistic · #9 12-04-2009, 09:25 AM

Quote:

Originally Posted by TSAdmin

obviously every Global Admin, even moderators of the forums, have <account>@graalonline.com e-mail addresses

If I'm not mistaken isn't Tig's email "[email protected]", and SN's is "[email protected]", OH YEAH and, Darlene's is "[email protected]".

Technically, that isn't their account name. So it would be cool to clear that up before you start a rush of confusion.

So no duh, I would be saying

Quote:

"HELP! I CAN'T CONTACT ANY GLOBALS!"

if I couldn't contact (i.e.) "[email protected]" which is a false email.

Tigairius · #10 12-04-2009, 09:36 AM

Quote:

Originally Posted by Imperialistic

Tig's email "[email protected]"

Yes, that's right. I figured, if someone needed to contact me, it's easier to remember "Tig" than "Tigairius"

Imperialistic · #11 12-04-2009, 09:40 AM

Quote:

Originally Posted by Tigairius

Yes, that's right. I figured, if someone needed to contact me, it's easier to remember "Tig" than "Tigairius"

I understand that 100%, but the way TSAdmin states it, makes it a WHOLE lot more confusing to people.

TSAdmin · #12 12-04-2009, 09:43 AM

Quote:

Originally Posted by Imperialistic

I understand that 100[percent], but the way TSAdmin states it, makes it a WHOLE lot more confusing to people.

I don't e-mail those guys, so I had actually forgotten that Tig had a shortened one, and wasn't even aware that the other two mentioned were also custom. Personally I think that the fact that they're custom causes more confusion because then they could be anything from [email protected] to [email protected]

Edit: "Tig" actually is an account, one of Tig's other accounts. That's probably why I never thought twice about his e-mail address.

Imperialistic · #13 12-04-2009, 09:48 AM

Quote:

Originally Posted by TSAdmin

I don't e-mail those guys, so I had actually forgotten that Tig had a shortened one, and wasn't even aware that the other two mentioned were also custom. Personally I think that the fact that they're custom causes more confusion because then they could be anything from [email protected] to [email protected]

Are you joking?

Do you think [email protected], is more confusing that [email protected]

or

[email protected], is more confusing than [email protected]

Either way you still avoided the point, in your other post you should edit it and clarify the proper email(s).

Quote:

Edit: "Tig" actually is an account, one of Tig's other accounts. That's probably why I never thought twice about his e-mail address.

Oh sweet, lets start naming emails after alternate accounts! (hai im Stefan, my email is "[email protected]" because thats my alt account)
Tig is just short, and easier to remember.

No pun intended, but you should just clarify the mistake that can cause confusion over a pretty serious situation in some cases.

TSAdmin · #14 12-04-2009, 09:55 AM

Quote:

Originally Posted by Imperialistic

Are you joking?

Do you think [email protected], is more confusing that [email protected]

or

[email protected], is more confusing than [email protected]

I am not joking in the slightest. It is indeed easier to remember what exists than what is provided as an apparent convenience, which in turn could actually be an inconvenience. I'm not going to automatically assume that Darlene's e-mail is [email protected], I'm likely going to sit there thinking to myself "Hmm, what was her account again? Oh, it's Darlene159!" because that's what she logs onto every other aspect of Graal with.

Quote:

Either way you still avoided the point, in your other post you should edit it and clarify the proper email(s).

I have edited my post, but my point still stands that people still don't seem to use it but are content on still complaining that they cannot contact a global.

Quote:

Oh sweet, lets start naming emails after alternate accounts! (hai im Stefan, my email is "[email protected]" because thats my alt account)
Tig is just short, and easier to remember.

That's not what I was getting at, at all. Please don't put words in my mouth to suit your argument. Tig didn't use it as an alternative for a while, it is an actual account he used primarily at one point, and could easily have been associated with the e-mail first for all anyone knows.

Imperialistic · #15 12-04-2009, 10:00 AM

Quote:

Originally Posted by TSAdmin

I am not joking in the slightest. It is indeed easier to remember what exists than what is provided as an apparent convenience, which in turn could actually be an inconvenience. I'm not going to automatically assume that Darlene's e-mail is [email protected], I'm likely going to sit there thinking to myself "Hmm, what was her account again? Oh, it's Darlene159!" because that's what she logs onto every other aspect of Graal with.

I will edit my post, but my point still stands that people still don't seem to use it but are content on still complaining that they cannot contact a global.

[sarcasm]Oh yeah, everyone that needs Global Support DEFINETLY remembers all the globals account names. [/sarcasm]

TSAdmin · #16 12-04-2009, 10:02 AM

Quote:

Originally Posted by Imperialistic

[sarcasm]Oh yeah, everyone that needs Global Support DEFINETLY remembers all the globals account names. [/sarcasm]

That... wasn't really a worthwhile post.

Imperialistic · #17 12-04-2009, 10:06 AM

Quote:

Originally Posted by TSAdmin

That... wasn't really a worthwhile post.

And this was?
Lets hop back on topic now, shall we?

TSAdmin · #18 12-04-2009, 10:09 AM

Quote:

Originally Posted by Imperialistic

And this was?
Lets hop back on topic now, shall we?

Yeah. These posts will likely get deleted anyway now that I've fixed up my original post.

Bottom line is that we all pretty much agree that we're eagerly awaiting the return of the Support Centre regardless of our reasons for wanting it back.

Tigairius · #19 12-04-2009, 10:10 AM

Well, since this argument occurred, I should probably post that another reason I wanted the [email protected] account name is because I actually plan on eventually switching back over to that "Tig" account, just haven't done it yet.

Imperialistic · #20 12-04-2009, 10:12 AM

Just to add on, maybe Global Staff should come together and make a motion to make a suitable "Global Contact List" in-game. Possibly in the bar @ the bottom?

Tigairius · #21 12-04-2009, 10:14 AM

Quote:

Originally Posted by Imperialistic

Just to add on, maybe Global Staff should come together and make a motion to make a suitable "Global Contact List" in-game. Possibly in the bar @ the bottom?

I agree with this idea. I'll bring it up with Stefan next time I talk to him.

Deas_Voice · #22 12-04-2009, 10:14 AM

Quote:

Originally Posted by Tigairius

I agree with this idea.

2nd.

nice idea btw.

Rufus · #23 12-04-2009, 11:01 AM

Why hasn't there been a news post about how it is down, and what to do if you're needing support while it is down? Not even half of Graal visits these forums.

cyan3 · #24 12-04-2009, 11:48 AM

Quote:

Originally Posted by Rufus

Why hasn't there been a news post about how it is down, and what to do if you're needing support while it is down? Not even half of Graal visits these forums.

Originally no news posts were made about the Support Center being offline because the Graal Wiki went offline at the same time making it harder to submit news. If it is necessary and if the Support Center isn't coming back online soon I wouldn't mind writing up some details to be posted on the login server about global contacts.

Angel_Light · #25 12-04-2009, 03:28 PM

Well my problem is plain simple and no one has been able to help, I just need my IP set for Server so I cant start developing again....

fowlplay4 · #26 12-04-2009, 04:10 PM

Quote:

Originally Posted by cyan3

Originally no news posts were made about the Support Center being offline because the Graal Wiki went offline at the same time making it harder to submit news. If it is necessary and if the Support Center isn't coming back online soon I wouldn't mind writing up some details to be posted on the login server about global contacts.

It should of been on the main site tbh, not hidden away on the Wiki especially since that's where the Support Center gets redirected to.

cyan3 · #27 12-04-2009, 04:21 PM

Quote:

Originally Posted by fowlplay4

It should of been on the main site tbh, not hidden away on the Wiki especially since that's where the Support Center gets redirected to.

News has to be submitted on the wiki before it can get transfered to the login server/graal website and even though it is on the graal website now it isn't clearly visible to everyone as the news is on a separate page from the index. The graal website should have a better layout to inform players of events, updates, and problems but as it is right now the only direct way is on the login server.

http://www.graalonline.com/news

Darlene159 · #28 12-04-2009, 05:13 PM

1) There should have been an announcement regarding this issue in game on the client, I agree.

2) Global contacts should most definitely be made available somewhere else, such as on the client, making it easier for members to get ahold of staff.

Hopefully there will be a new support center soon...

Bell · #29 12-04-2009, 06:18 PM

I have already asked Stefan if it was possible to list all global contact emails on the client login a couple weeks ago. I'm sure he'll get to it in time.

Matt · #30 12-04-2009, 06:45 PM

Quote:

Originally Posted by Angel_Light

Well my problem is plain simple and no one has been able to help, I just need my IP set for Server so I cant start developing again....

Contact a PWA through forum PM, that's how support is being handled for the time being.

Imperialistic · #31 12-04-2009, 09:01 PM

Most issues revolve around the lack of Global Contacts.
I myself just now noticed that (I THINK) the forums are the only place that provides the contact information.

Would be great to implement the contacts into the client, for players that do not view the forums.

Rufus · #32 12-04-2009, 09:05 PM

Quote:

Originally Posted by Imperialistic

Most issues revolve around the lack of Global Contacts.
I myself just now noticed that (I THINK) the forums are the only place that provides the contact information.

Would be great to implement the contacts into the client, for players that do not view the forums.

Lack of personal contact is the problem with support? In that case, I wonder why other games out there don't have such problems, or a large majority of businesses for that matter. It is not a necessity.

Bell · #33 12-05-2009, 12:03 AM

Quote:

Originally Posted by Rufus

Lack of personal contact is the problem with support? In that case, I wonder why other games out there don't have such problems, or a large majority of businesses for that matter. It is not a necessity.

I think he means its difficult to find who are the global contacts unless you frequent the forums. Hence my desire for the contact list to be put on the client itself.

Imperialistic · #34 12-06-2009, 12:57 AM

Quote:

Originally Posted by Rufus

Lack of personal contact is the problem with support? In that case, I wonder why other games out there don't have such problems, or a large majority of businesses for that matter. It is not a necessity.

Maybe if other games were structured the same way GraalOnline is, you're assuming that every game is the same exact despite gameplay and graphics.

In the community of Graal, Globals are a big part of support individually in most cases.

Stop being so square, expand your mind.