Hey everyone!
On Thursday the moderation team changed the way it deals with in-game support requests through the launch of an all-new in-game support ticket system.
Until now, your /support requests were posted to a hidden support chat channel which moderators used to respond to cases. This approach had many shortcomings and we felt it was high time for a brand new system which would solve many of these problems. That’s where Tich stepped in to develop a whole new system to do that job.
From now on, your in-game support requests will open up special ‘tickets’ – each with their own reference number – which stay open even if you have to log off. You can check on their progress by looking in the new Support tab which will show up next to your Event tab.
These tickets show information on the status of your support request. This includes information concerning if and when your ticket has been taken by a moderator, which moderator has taken it, any notes posted by that moderator, whether your ticket is on hold, been forwarded to a higher level moderator / developer, or has been resolved. You are also able to add further information yourself to the ticket in the form of notes when required.
Note however that tickets stay on the server on which they were made, so you would have to go back to that server to check on the status of a ticket or add new information.
You are now given the opportunity to provide survey-style feedback once your support ticket has been resolved. We will then use this information to improve our service in the future.
We hope you’ll join us in thanking Tich for her coding efforts and the many others who have helped to test and iron out this new system.
We as a team are confident this will mark a welcome and much sought after improvement to the way we handle support requests, which means much better service for the Wurm community.
Happy Wurming!