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New Support Ticket System

Discussion in 'Changelog' started by Jess, Aug 13, 2014.

  1. Jess

    Jess Dedicated Minetimer

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    Hello fellow Minetimers;

    Today we are introducing a new support ticket system to the forums. We plan on using this for most of your support needs in the future. This will replace the system of cumbersome email reports and will be easier on both you and us. Use this system instead of emails from now on, support emails may not be answered.

    So, here is a basic tutorial on the usage of the new system:

    • Opening a new ticket
    Click on the tab at the top of the screen that says "Support Tickets". This tab should bring you to a page displaying all the tickets you've opened. From this page click on the "Open New Ticket" option (the "Submit New Ticket" button also works).​
    • Filling out your ticket
    Let's start with the title. The title of your ticket should be made to show its general category (example: "Bug Report" or "Rank Issues" etc...).

    When choosing a priority for your support ticket, please choose realistically. Most issues will probably not be high priority. Only major issues that seriously affect gameplay or players should receive the high priority tag. Medium is for issues that only minorly affect you or the game. Low priority tags are for issues that are mostly superficial and don't affect much.

    Also, make sure you select the appropriate department for the ticket (basically, what group of staff is the ticket supposed to be directed to).

    Then, in the main body of the ticket, include a detailed description of the issue as well as a walkthrough of how it happened, the more detailed you can be the easier it will be for us to help you. Include any other relevant information.

    Once all that is finished click "Open" and you will have opened your support ticket.​
    • Managing your tickets
    When you click on the "Support Tickets" tab, the first page it should bring you to is the "Your Tickets" page. From this page you can view all your support tickets as well as their status and replies.

    You may also click on any of your tickets and add a reply if you want to add more information or feedback.
    Edit: Just to be clear, these aren't for everyday questions. Questions should still be asked in threads or forum posts, if the support tickets are used for questions and conversations it will be harder for staff to respond to actual issues. Support tickets are for reporting issues in which you will need assistance, such as server or forum bugs, payment issues, etc...​
     
    #1 Jess, Aug 13, 2014
    Last edited: Aug 13, 2014
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  2. gradient

    gradient Dedicated Minetimer

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    Awesome!


    #firsties
     
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  3. ironaxe1

    ironaxe1 New Member

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  4. Jack

    Jack Expert Member

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    Thanks for the info! I already sent one:)

    #thirdies
     
  5. CxttenCxndy

    CxttenCxndy #GhostArmy

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    Awesome! Thank you for the info!


    #fourthies
     
    #5 CxttenCxndy, Aug 13, 2014
    Last edited: Aug 13, 2014
  6. drtshock

    drtshock New Member

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    Deleted some off topic posts. No one cares if you made the 12th post on the thread.
     
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  7. SlimeBlade

    SlimeBlade Forum Enthusiast

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  8. DEXsta101

    DEXsta101 Forum Enthusiast

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    Hopefully this will reduce a bunch of little bug threads that should have been e-mailed to Trent :)
     
  9. GameWorld426

    GameWorld426 New Member

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    This will help a lot
     
  10. Dovashy

    Dovashy Member

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    This will help out a lot, but please don't abuse the support tickets. I have already noticed a few people abusing it. Such as saying "Help I'm 2fab4u," etc. If you abuse them, your permissions may be revoked.
     
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  11. sebo4000

    sebo4000 New Member

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    Really cool! This will get stuff done faster!
     
  12. Prescar

    Prescar Helper

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    Thanks for adding this great feature that will enhance the gameplay and help out other people when they truly need it.
     
  13. daelwolf

    daelwolf Retired Staff
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    Grats on Admin, Jess.
     
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  14. Jess

    Jess Dedicated Minetimer

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    A bit off-topic, but thanks. :D
     
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  15. Drowninpizza

    Drowninpizza Forum Enthusiast

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    I'm fairly certain you still need to email your ban appeals to Emily for the time being.

    Side note: No! This is not the secret project!
     
  16. Drowninpizza

    Drowninpizza Forum Enthusiast

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    If she hasn't replied, your appeal was most likely denied.
     
  17. Drowninpizza

    Drowninpizza Forum Enthusiast

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    There doesn't need to be one. Back to the original thread topic. :)
     
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  18. Gobbletygoop

    Gobbletygoop Dedicated Minetimer

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    This thread has been a big help to me :) thank you guys.
     
  19. itsmacaranaman

    itsmacaranaman New Member

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    uhhh I can't see the tab
     
  20. Mw9247xxGaming

    Mw9247xxGaming New Member

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    "Click on the tab at the top of the screen that says "Support Tickets". This tab should bring you to a page displaying all the tickets you've opened. From this page click on the "Open New Ticket" option (the "Submit New Ticket" button also works)."

    Under the 'Minetime' logo at the top of this forum page.
     

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