New Support Center

Spark910 · #1 08-03-2005, 07:45 PM

New Support Center

The new support center is ready for users to use.

If you have a ticket on the old support center then you may close that and continue the discussion on the new one, if no one has yet replied - but if someone has replied then continue to resolve that issue on the old support centre please. Old Support Center Login: http://support.graalonline.com/cgi-bin/pdesk.cgi

The new one can be found here:
http://support.cyberjoueurs.com/support/

Getting Started:

Click Register/Login
Use the form on the right to register
Check your e-mail and active your account
You may now login

Creating A Support Ticket:

Login
Click Submit Ticket
Select the relevant department
Fill in all required fields
If you have any information that can be put into the optional fields, and you think it will help with confirming your identity or speeding up the process of support, fill them in.
Fill in the message box to describe what you want/your problem
If you get a "Before we send your request..." page, please check the answer is not displayed infront of you. If it is not, continue by clicking "Submit Ticket"

Viewing Support Ticket:

Login
Click Lookup Ticket
Select your ticket you wish to look at
Click the times to see past responses, or view the current response that is visible
Respond if needed
Close the ticket when the problem is solved

Finding Help Before Submitting A Ticket:

Go to the support centre main page
Click
KnowledgeBase
Search at the top for your issue

====================================
Help Wanted:
We currently require people who wish to help test the knowledgebase.
If there is anything:
1) You do not see in the knowledgebase
2) Does not show when you search a term in the knowledgebase

Please submit a ticket under the "New Support Centre (TEMP)" section. And then select a relevant "Type of comment".

In addition, and suggestions should go there too.
====================================
People Who Can Help You:
Just so you know who can help you and respond to your tickets, I will list them all here. This is more than the previous 5/6 members who replied, so we hope to help create support quicker and easier.
Note: Lyndzey, some PWA and Zone staff have not yet been added fully.

0) New Support Centre (TEMP)
Unixmad
Stefan
Spark911

1) Pre-sale Questions / Issues / Problems
Unixmad
Stefan
Spark911
Ibonic

2) Billing – All
Unixmad
Stefan
Spark911
Ibonic

3) Bugs – All
Unixmad
Stefan
Spark911
CheeToS
Jagen
Ibonic

4) Accounts – E-mail Changes
Unixmad
Stefan
Spark911
Ibonic
Lyndzey

5) Accounts – Global Bans
Unixmad
Stefan
Spark911
Ibonic
Lyndzey

6) Accounts – Other
Unixmad
Stefan
Spark911
Ibonic
Lyndzey

7) Playerworlds – Bans
Unixmad
Stefan
Spark911
dNeonb
GrowlZ
Houdiniman

8) Playerworlds – (1) Classic/Hosted Tab Inspection (2) Server re-names / Detail Changes
Unixmad
Stefan
Spark911
dNeonb
GrowlZ
Houdiniman

9) Playerworlds – Other
Unixmad
Stefan
Spark911
dNeonb
GrowlZ
Houdiniman

10) Global Guilds
Unixmad
Stefan
Spark911
Vulcan

11) Graal 3D
Unixmad
Stefan
Spark911
Ibonic

12) Graal Kingdoms – General Questions
Unixmad
Stefan
Spark911
dNeonb
Schlurfy
Lance
Jagen

13) Graal Kingdoms – Bans
Unixmad
Stefan
Spark911
dNeonb
Schlurfy
Malinko
Zero Hour
Lance
Jagen

14) Graal Kingdoms – Scams
Unixmad
Stefan
Spark911
dNeonb
Schlurfy
Malinko
Zero Hour
Lance
Jagen

15) Graal Kingdoms – Other
Unixmad
Stefan
Spark911
dNeonb
Schlurfy
Lance
Jagen

16) Zone – General Questions
Unixmad
Stefan
Spark911
Vulcan

17) Zone – Bans
Unixmad
Stefan
Spark911

18) Zone – Other
Unixmad
Stefan
Spark911
Vulcan

19) Forums – Bans/Other
Unixmad
Stefan
Spark911
Moonie
Kamuii

20) Other
Unixmad
Stefan
Spark911

Sword · #2 08-11-2005, 11:50 PM

It's cool, but doesn't it seem like it's checked so less frequently? Maybe it's just the 'Accounts - Other' section... Why doesn't Lyndzey have access to the account problems?

Spark910 · #3 08-11-2005, 11:54 PM

Quote:

Originally Posted by Sword

It's cool, but doesn't it seem like it's checked so less frequently? Maybe it's just the 'Accounts - Other' section... Why doesn't Lyndzey have access to the account problems?

She does now, but she's away.

Curt1zzle · #4 08-11-2005, 11:56 PM

Unixmad seems a bit overmentioned there, judging by the fact that he wouldn't even respond to 99% of those subjects to mentioned.

GK Scams? Unixmad? Please...

Spark910 · #5 08-11-2005, 11:57 PM

Quote:

Originally Posted by Curt1zzle

Unixmad seems a bit overmentioned there, judging by the fact that he wouldn't even respond to 99% of those subjects to mentioned.

GK Scams? Unixmad? Please...

It's exactly the same as the last support center.
That is who has access to what. He had access to them all last time.

protagonist · #6 08-12-2005, 12:04 AM

Quote:

Originally Posted by Curt1zzle

Unixmad seems a bit overmentioned there, judging by the fact that he wouldn't even respond to 99% of those subjects to mentioned.

GK Scams? Unixmad? Please...

Well, if he's bored one day, I guess he might do something like that.

Ibonic · #7 08-12-2005, 12:14 AM

Quote:

Originally Posted by Sword

It's cool, but doesn't it seem like it's checked so less frequently? Maybe it's just the 'Accounts - Other' section...

Not really, I've checked every section I can many times each day -- sometimes responding as quick as a few minutes. There are currently only 2 tickets waiting for 'us' to reply (I think one may be yours)..

If I don't reply to something, it's usually because I can't handle the issue myself or would like a second opinion; The Accounts - Other section is probably the best example, since I don't have the ability to create new accounts and that's what most of the requests there seem to be for. Also we've been creating less accounts for people anyway, especially trying to avoid the short/special character ones that aren't able to be created on the web site.

Sword · #8 08-12-2005, 03:23 AM

Quote:

Originally Posted by Ibonic

Not really, I've checked every section I can many times each day -- sometimes responding as quick as a few minutes. There are currently only 2 tickets waiting for 'us' to reply (I think one may be yours)..

If I don't reply to something, it's usually because I can't handle the issue myself or would like a second opinion; The Accounts - Other section is probably the best example, since I don't have the ability to create new accounts and that's what most of the requests there seem to be for. Also we've been creating less accounts for people anyway, especially trying to avoid the short/special character ones that aren't able to be created on the web site.

Well I have one that has been there already 1 day and 4 hours, and 3 in total.

Ibonic · #9 08-12-2005, 09:59 AM

Quote:

Originally Posted by Sword

Well I have one that has been there already 1 day and 4 hours, and 3 in total.

Tickets that "old" are usually for things that we don't normally do, meaning less people have access to do them in the first place. Some of the things asked by you/others are more like 'special requests' than actual support or something that's really needed. I wish you would appreciate that we've been making some exceptions to get them done at all, rather than complain about it taking more than a day.

Example: It's not a part of the routine to create multiple new accounts which are often "invalid" according to the web site, or to transfer old/inactive accounts to new owners.

Most 'normal' tickets are replied to rather quickly for volunteer support -- almost always less than a day, but sometimes just a few minutes. Keep in mind that we're not paid to sit there, reply constantly 8 hours per day and have shifts to get things done as quickly as possible, as you would expect from a dedicated hosting provider or something of that sort. I really don't think there's a problem, except for with people who like to complain every chance they get.

VulcanP2P · #10 08-12-2005, 11:08 PM

Quote:

Originally Posted by Curt1zzle

Unixmad seems a bit overmentioned there, judging by the fact that he wouldn't even respond to 99% of those subjects to mentioned.

GK Scams? Unixmad? Please...

Unixmad has around 40% of the replies there.

bef · #11 08-13-2005, 01:51 AM

Quote:

Originally Posted by VulcanP2P

Unixmad has around 40% of the replies there.

herat!

whenever I send a serious complaint or comment to Unixmad I get a speedy response, when you send stuff which doesn't matter and or can be easier handled by other globals, that's when he doesn't reply.