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Vilya

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Posts: 570

Date of registration: Mar 4th 2016

Occupation: Retired Community Manager

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Saturday, May 6th 2017, 7:15pm

FAQ - How to send a proper ticket

Bare minimum of requirements for all tickets sent for any reason:
  • Account username: (Required)
  • Email address: (Required)
  • Language: (Required)
  • Server: (Required)
  • Commander name: (Required)
  • Date of issue: (Optional)

Additional for Loss Claim tickets:

  • Link to reports: (Required - These are required or your loss claim cannot proceed! Responding that support did not ask for them in time is not a valid excuse from this point forward.)
Additional for player harassment/chat rule violation:
  • Screen Shots of chat: (Extend the chat to maximum)
Notes:
  • Please do not block out, circle, fade, blur, or perform any other alterations to your screen shots. This should assist Customer Support in knowing the issue without needing to ask too many questions for resolution.
  • It must be a full screen shot of your entire window, this will not be shared with anyone, but we do require this or we cannot process your claim of harassment.

Optional information to assist in making things go smoother:
  • Reason for issue: (if known)
  • City Name: (if applicable)
  • Complete list of all which was lost due to issue: (as reiteration of the exact issue)

Notes:

  • The more information you can provide, the better chance of your issue being resolved swiftly.
  • Please remember Customer Support is not the cause of your issue, so being rude and cursing at them will not aid your problem in any way. The person who is handling your ticket in such cases of overt rudeness, obscenities, and threats can refuse to handle your ticket and add it back to the queue for someone else to handle which will result in longer response time for you.
  • Remember you are likely not the only person with an issue in, so patience on your part is required.
  • Tickets are handled in a first come, first served process.
  • From time to time, other tickets might take precedence over your ticket.

Vilya
Retired Community Manager EN
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