Experimental Support center

unixmad · #1 06-06-2002, 12:10 PM

I have just opened a experimental support center, the goal of this software is to be able to track all problems submitted by players and answer as soon as possible.

Right now only a few members of the graal staff will use this tool but in the future all staff members will use it.

To submit problems you have 2 solutions:

1) The best solution
Go to http://support.graalonline.com , open a Graaldesk account and submit your ticket (problem)

2) If you have forgotten your password or prefer to submit ticket by Email, you can send Email to:

* [email protected] for problems related to accounts and password
* [email protected] if you have paid but your account have not been upgraded
* [email protected] for all problems related to playerworlds

Please use this tools only if you have real problems

Unix.

Sorry if i have not been around a lot but we are moving our office to a new place and there is a lot of work to do.

AlkarenHyralt · #2 06-06-2002, 12:12 PM

You need to set me up with e-mail access to the account stuff. I'm registered already.

Also please ream my forum pm

konidias · #3 06-06-2002, 12:15 PM

This is more of a problem and a suggestion, but..

I forgot my Graal e-mail pass shortly after I made it, and there is no way of getting the pass.. I thought maybe you should make a way for people to retrieve their passes or something. Just thought it would be helpful.

This system sounds good as long as you guys can keep up with all the questions and problems people are going to have.. I think perhaps compiling a FAQ from the submitted problems and things you get would be a good idea.. It might save some time in the future from having to answer questions people could find in the FAQ.

Yakuna2001 · #4 06-06-2002, 12:27 PM

i tried it, seems pretty cool. i wonder how quickly ill get a rpely :-/

Ghost Pirate · #5 06-06-2002, 12:27 PM

Is this Live Tech Support?

unixmad · #6 06-06-2002, 12:28 PM

The problem is how to verify who is allowed to change password ? The only solution is to do like yahoo and some others and ask peoples to choose 2 secret questions like what is your pet name, but since a lot of peoples known answer to this questions (like your friends) a lot of account will be hacked...

With the new GraalDesk support center you can directly mail [email protected] and your problem will be manually managed by staff, this is probably the best way to secure accounts.

About the FAQ it is included in GraalDesk, when a problem is interesting we can directly include the question and answer to FAQ, then after a while we will have a good database.

Quote:

Originally posted by konidias
This is more of a problem and a suggestion, but..

I forgot my Graal e-mail pass shortly after I made it, and there is no way of getting the pass.. I thought maybe you should make a way for people to retrieve their passes or something. Just thought it would be helpful.

This system sounds good as long as you guys can keep up with all the questions and problems people are going to have.. I think perhaps compiling a FAQ from the submitted problems and things you get would be a good idea.. It might save some time in the future from having to answer questions people could find in the FAQ.

konidias · #7 06-06-2002, 12:48 PM

Quote:

Originally posted by unixmad
The problem is how to verify who is allowed to change password ? The only solution is to do like yahoo and some others and ask peoples to choose 2 secret questions like what is your pet name, but since a lot of peoples known answer to this questions (like your friends) a lot of account will be hacked...

With the new GraalDesk support center you can directly mail [email protected] and your problem will be manually managed by staff, this is probably the best way to secure accounts.

About the FAQ it is included in GraalDesk, when a problem is interesting we can directly include the question and answer to FAQ, then after a while we will have a good database.

Perhaps have a second email that your password can be sent to. Like many people have email accounts prior to Graal (needed to get an account) So the Graal email pass could be sent to your secondary email.

mastervampire · #8 06-06-2002, 04:27 PM

Quote:

Originally posted by konidias

Perhaps have a second email that your password can be sent to. Like many people have email accounts prior to Graal (needed to get an account) So the Graal email pass could be sent to your secondary email.

That's a good idea.

-Brett

VikingBladeII · #9 06-06-2002, 07:55 PM

Seems promising, hopefully it will cut down on the response time as well as the correct outcomes.

TheFrozenFiend · #10 06-06-2002, 08:08 PM

I didnt even loase my graal e-mail password.
it just suddenly stopped working.

I had it in outlook express witht he password saved and then one day it suddenly stopped working. =/

jeff335 · #11 06-06-2002, 08:18 PM

Let people choose their own two or three questions, plus a pwd hint heh

Loriel · #12 06-06-2002, 08:54 PM

Right now, this thing is only sending stuff to those email addresses, isn't it? So if I needed, for example, my Adminpanel Account made, I'd still have to email you directly, I think. So no improvement for me

Metal-Slug · #13 06-06-2002, 10:01 PM

Well, I have a question or two:

1) If there are old inactive accounts, can we use them.
2) Are we allowed to use free emails like hotmail yet?
3) Do i need to upgrade a gold account to talk on the forums
4) If i upgrade a new account can i get the post count switched to it?

Saga2001 · #14 06-06-2002, 10:40 PM

Well the way I see it the loss of passwords is related to the strange passwords you recieve, so maybe you can have a password to change toyr password, that way no one but you will know it, and your friends can use your account without being able to change your password. Yes?

Birdbird_0 · #15 06-06-2002, 10:45 PM

My question is, why did it take so long to get something like this Implimented?

Loriel · #16 06-06-2002, 11:04 PM

Quote:

Originally posted by Birdbird_0
My question is, why did it take so long to get something like this implimented?

Quote:

Originally posted by unixmad
Sorry if i have not been around a lot but we are moving our office to a new place and there is a lot of work to do.

But still, you have been working on this since I resigned...

Birdbird_0 · #17 06-06-2002, 11:11 PM

Quote:

Originally posted by Loriel
But still, you have been working on this since I resigned...

Every game has a support center, I'm suprized it took over 2 years for graal to get one :x

AlexH · #18 06-06-2002, 11:29 PM

From Neo:

He can't use the help desk because it requires you to enter your graal password and his problem is that he cannot get his graal password.

Yakuna2001 · #19 06-07-2002, 12:42 AM

heh, cool, i tried to test centre, and got a responce within 2 hours. pretty neat. i needed my accoutn emails chanegd, and bam, its done, very impressive, i hope this service stays as good as this :-D

SinNetherwind · #20 06-07-2002, 12:42 AM

Quote:

Originally posted by Soto
:O coolies.

cloudstrifevii · #21 06-07-2002, 01:27 AM

NOW ALL OF MY WIERD GRAAL DREAMS ABOUT STEFAN KILLING UNIX AND TAKING HIS ACCOUNT QUESTIONS CAN BE ANSWERED! anyone else have those dreams?

DragonX2 · #22 06-07-2002, 01:55 AM

Right now I have a problem, when I try to login to Graal2001, it says "The server has received illegal data from your connection". Can someone check my attributes and see what is wrong...Don't delete my items or anything though unless it looks weird because I don't want to lose anything.

Pith · #23 06-07-2002, 04:16 AM

good idea

unixmad · #24 06-07-2002, 01:55 PM

Bird and Loriel you are complaining all the time, what's your goal ?

Yes it take times to do stuff, for installing the support center i need to setup a new computer, setup Email relay to manage this emails, setup a sql database, install perl interpreter, modify scripts to do what we need, do testing, correct bugs, contact all staff and explain how it work ...

For doing what we are doing, Electronic Art with Ultima Online have a staff of hundred of peoples and it cost a lot of money that's mostly why Ultima Online is $60 to buy the software and $10 a month, now if Graal players would like to pay this price i will be very please to hire full time staff to do everything faster.

Unix.

Quote:

Originally posted by Birdbird_0

Every game has a support center, I'm suprized it took over 2 years for graal to get one :x

AlkarenHyralt · #25 06-07-2002, 01:57 PM

Quote:

Originally posted by unixmad
Bird and Loriel you are complaining all the time, what's your goal ?

Yes it take times to do stuff, for installing the support center i need to setup a new computer, setup Email relay to manage this emails, setup a sql database, install perl interpreter, modify scripts to do what we need, do testing, correct bugs, contact all staff and explain how it work ...

For doing what we are doing, Electronic Art with Ultima Online have a staff of hundreds of peoples and it cost a lot of money that's mostly why Ultima Online is $60 to buy the software and after $10 a month, now if Graal players would like to pay this price i will be very please to hire so full time staff to do everything faster.

Unix.

Why Perl though? It's such a lengthy language, and slower than PHP.

ZanderX · #26 06-07-2002, 02:09 PM

Looks good, unix.

I opened an account just in case.

Loriel · #27 06-07-2002, 07:12 PM

Originally posted by unixmad:
Bird and Loriel you are complaining all the time, what's your goal?
I am sorry to do that, but I'd probably stop doing so if you actually helped me, instead of just removing my access.
Try to see me not as complaining, but as giving hints how to do it better :P

For doing what we are doing, Electronic Art with Ultima Online have a staff of hundred of peoples and it cost a lot of money that's mostly why Ultima Online is $60 to buy the software and $10 a month, now if Graal players would like to pay this price i will be very please to hire full time staff to do everything faster.
It's ~$35 for the software, but I get the point

I think you don't really need full time staff, there sure are helpful players willing to help without payment (well, maybe a free account...

) who could do the job.

Ultima Online is fun, by the way, do you still play it?

DarkHero2002 · #28 06-08-2002, 07:50 AM

hmm are these different people doing this? or is it unixmad with different e-mail...

RobinX · #29 06-08-2002, 10:22 PM

bugs: [email protected]

Spark910 · #30 06-09-2002, 01:39 AM

I press register and it says:

Graal Support: Error

Username Spark911 Invalid Login

Im not trying to friggin log in i wann Sign up stupid thing.

monkeymon · #31 06-09-2002, 03:01 AM

Quote:

Originally posted by Spark910
I press register and it says:

Graal Support: Error

Username Spark911 Invalid Login

Im not trying to friggin log in i wann Sign up stupid thing.

Well on here it says you account name is Spark910, maybe that is the problem, you're putting Spark911...

GodSpeed · #32 06-10-2002, 09:13 PM

You must use your current username and password to sign up, otherwise it doesn't work!

Neonight · #33 06-10-2002, 09:46 PM

Quote:

Originally posted by unixmad
I have just opened a experimental support center, the goal of this software is to be able to track all problems submitted by players and answer as soon as possible.

Right now only a few members of the graal staff will use this tool but in the future all staff members will use it.

To submit problems you have 2 solutions:

1) The best solution
Go to http://support.graalonline.com , open a Graaldesk account and submit your ticket (problem)

2) If you have forgotten your password or prefer to submit ticket by Email, you can send Email to:

* [email protected] for problems related to accounts and password
* [email protected] if you have paid but your account have not been upgraded
* [email protected] for all problems related to playerworlds

Please use this tools only if you have real problems

Unix.

Sorry if i have not been around a lot but we are moving our office to a new place and there is a lot of work to do.

I'll help.

I don't play Graal, though.

I guess I can help with management, but then again, that'd seem like I'm asking you for a job.

SinNetherwind · #34 06-12-2002, 12:24 AM

I like this support center, thanks for all your help uni ^_^

Spark910 · #35 06-12-2002, 01:05 AM

Quote:

Originally posted by monkeymon

Well on here it says you account name is Spark910, maybe that is the problem, you're putting Spark911...

*Slaps Him Self*

Warcaptain · #36 06-12-2002, 01:44 AM

Quote:

Originally posted by SinNetherwind
I like this support center, thanks for all your help uni ^_^

ditt0

i support the support center 100% :-)

Spyder13 · #37 06-12-2002, 02:40 PM

This Support Desk Works Great! Unixmad fixed my account really fast and now Im hacker free. Thanx Unixmad.

HoudiniMan · #38 06-14-2002, 07:46 AM

Quote:

Originally posted by unixmad
For doing what we are doing, Electronic Art with Ultima Online have a staff of hundred of peoples and it cost a lot of money that's mostly why Ultima Online is $60 to buy the software and $10 a month, now if Graal players would like to pay this price i will be very please to hire full time staff to do everything faster.

Unix.

thats not funny man =\

ZanderX · #39 06-14-2002, 08:13 AM

Quote:

Originally posted by HoudiniMan

thats not funny man =\

He wasn't trying to be funny, he was making a very valid point.

SinNetherwind · #40 06-16-2002, 10:52 AM

Quote:

Originally posted by ZanderX

He wasn't trying to be funny, he was making a very valid point.

Please be kidding. Most graal players dont have a cc, so most graal players parents wont like sending 10bux a month.