ticket guide

KrazyHazey

Super GameOperator

Posts: 71

Location: In a Jar of Vegemite

Occupation: Registerd Nurse (Cancer)

1

Thursday, July 9th 2009, 2:33pm

I have made a guide for using the ticket system this will explain how to use it step by step to ensure that all
relevant information is given. This will insure that all tickets can be handled in a speedy and accurate manner.

Above you see the initial two pages of the support ticket. Its important that you select the correct section for your ticket.
To discuss board issues or board bans - Select Board
To discuss any ingame issues, bugs, bans, or you need to notify your GO - Select Game
To contact support regarding purchase of Neutronium or for payment issues - Select Payment

After selecting the section for your issue you will be directed to the next window.
(Tickets for the board do not have a choice of servers)

For Game issues you will need to select the server where your issue is with.

For board issues you will be directed to the board template

For payment issues you will be directed to the Game Pay site.

With all sections it is imperative that you fill out all details correctly - if there are any discrepancies we will be unable to handle your request which could mean a delay in your ticket/issue being answered.

NOTE: ALL tickets must be filled out in English and you must use the permanent email that is on the account otherwise the ticket will be returned back to you unanswered.

Please be aware that you can only send in 1 ticket every hour - so if you need to submit a ticket for multiple servers, please wait one hour between tickets.

This is to prevent ticket spam - as we do not need multiple tickets opened about the same issue in the same server

If you need to add more information, or are asked to supply more information you do not need to open a new ticket - you can reply to the current ticket opened. This makes following the same topic much easier and smoother.

SGO - feel free to contact me for any issues with GOs, or with your ingame issues

KrazyHazey

Super GameOperator

Posts: 71

Location: In a Jar of Vegemite

Occupation: Registerd Nurse (Cancer)

2

Thursday, July 9th 2009, 2:33pm

USEFUL TICKET TEMPLATES

Below are a list of common ingame issues which require tickets. You can copy and paste these templates to your ticket and fill in the blanks.
This will enable GOs to answer your question in a easy and speedy manner as all the required information has been provided.

Account Give Away/exchange

My account will be: Exchanged/Given away freely
To:
Because:
When:
Anything Else:

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Account Sitting

Account being sat:
Account sitter:
When:
How long for:

Please take the time to read the Rules on account sitting, not knowing them is not an excuse.

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Players sharing same IP

The following players will be sharing the same IP:
Why:
for how long:

(NOTE: please ensure you have read the rules regarding the use of the same IP - these accounts will be watched closely for sharing/multi)

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Bashing Reports

Who has attacked you:
How many attacks within 24 hours:

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Offensive PM / Ingame Message

Who sent the message:
Message content:

NOTE: You may be asked to provide proof that the message is real, and the staff member dealing with the ticket may require access to your account, so don't delete the message.
(If the staff member DOES require access, they will inform you of this before they access it)

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Additional Notes: Tickets can take up to 48 hours to answer please be patient, If you have not received an answer within 48 hours the ticket will be automatically forwarded to the next level of the hierarchy.

It is preferred that you paste the Combat reports to the ticket rather than using the attachment option. This makes it easier to enter into your ingame notes

SGO - feel free to contact me for any issues with GOs, or with your ingame issues