Support Center Links

[Tigairius]

Originally Posted by salesman

Some kind of scripted support center from the login server would be cool, or at least better than nothing. The only thing it would be useless for is people that are globally banned (which can be dealt with via email, i guess), and people who cannot access the client and/or login server (can ask for help on the forums?).

There should also be contact information for global staff and links to the forum's tech support sections.

Well, I think it would be useful to do that, yes. An in-game support center could work, but there also needs to be a centralized way to contact globals if you aren't able to access the client as you said.

For this, I believe there should be a new email address ([email protected] and [email protected]) and when an email is sent to it, it automatically forwards it to all of us. That way, we can solve most issues in-game, and extreme issues via email. [email protected] could be for general support and accounts could be for account/password-related inquiries and would only be sent to those people who are handling accounts.

With this method, the globals could work together, and each time we reply to an email, could simply CC it to the email address, for example, if an email was sent to [email protected], we could respond to the client and then cc [email protected] to send a copy of the response to all of the other globals.


We cannot work as a well-oiled machine if we are all working separately as we are right now. We need some method of centralized organization in order to properly handle support.

[Rufus]

Originally Posted by Tigairius

For this, I believe there should be a new email address ([email protected] and [email protected]) and when an email is sent to it, it automatically forwards it to all of us. That way, we can solve most issues in-game, and extreme issues via email. [email protected] could be for general support and accounts could be for account/password-related inquiries and would only be sent to those people who are handling accounts.

With this method, the globals could work together, and each time we reply to an email, could simply CC it to the email address, for example, if an email was sent to [email protected], we could respond to the client and then cc [email protected] to send a copy of the response to all of the other globals.

That's exactly what I thought myself, but it might be tricky to keep track of who is dealing with what and have people dealing with the same issues twice.

[Bell]

Originally Posted by Rufus

That's exactly what I thought myself, but it might be tricky to keep track of who is dealing with what and have people dealing with the same issues twice.

Which is happening. Another issue I've noticed is that if a player emails one of us and doesn't like the outcome he emails the next person down the line to attempt to get a different result. We have no way of knowing if someone else has already investigated a situation unless a server staff member mentions it to us. While a centralized email may help resolve that it won't help if all of us are getting all the emails and we all start working on the same problem.

[Tigairius]

Originally Posted by Bell

Which is happening. Another issue I've noticed is that if a player emails one of us and doesn't like the outcome he emails the next person down the line to attempt to get a different result. We have no way of knowing if someone else has already investigated a situation unless a server staff member mentions it to us. While a centralized email may help resolve that it won't help if all of us are getting all the emails and we all start working on the same problem.

Yeap, I was just about to edit my post and say this before you posted it.

[Clockwork]

Originally Posted by Bell

Which is happening. Another issue I've noticed is that if a player emails one of us and doesn't like the outcome he emails the next person down the line to attempt to get a different result. We have no way of knowing if someone else has already investigated a situation unless a server staff member mentions it to us. While a centralized email may help resolve that it won't help if all of us are getting all the emails and we all start working on the same problem.

Use a gmail account, star emails that are being worked on, leave emails that havent been worked on yet unstarred.

[coreys]

Originally Posted by Bell

Which is happening. Another issue I've noticed is that if a player emails one of us and doesn't like the outcome he emails the next person down the line to attempt to get a different result. We have no way of knowing if someone else has already investigated a situation unless a server staff member mentions it to us. While a centralized email may help resolve that it won't help if all of us are getting all the emails and we all start working on the same problem.

Well, you could have a centralized email account and, assuming your email client supports it, make folders for each PWA member. When a PWA accepts a task they move it into their folder and then use the method Aeko mentioned above to keep track of what's been done and what hasn't.