New Support System!

[Adrian]

Hi Community,

We are proud to announce that we installed a new Support System that will replace the emails (support@ngdstudios.com.ar, etc) to provide a better service to our users and most of all, be able to track a problem with ease, enhancing the support experience.

For now, the system will work this way:

- The account to login will be the one you use with the forum. Those who didn't create it yet can do it in the Official Regnum Website user profile.
- Those who don't have an account or can't access theirs, will be able to use the system but their inquiries will go to a General category.
- The system has a Knowledge Base and Troubleshooter that we will be completing as we go along solving issues and documenting them.

To access the system you must go to:

http://www.regnumonlinegame.com/support

Regnum emails will not work anymore, except community@ngdstudios.com.ar which is for personal issues and community related stuff.

[e30G]

Glad to see the community management aspects of the game is progressing. I hope you have someone to handle those tickets! It's a tedious, full-time job.

[Pnarpa]

Awesome. Good job.

[ice_zero_cool]

I wish you best luck with the new Support System. Hope everything gets around better as before now And especially FASTER!!

ice

[PT_DaAr_PT]

I clicked the link on the latest news section(this one: http://www.regnumonline.com.ar/support/) at the home page and this showed up at the top of the support page:

ERROR (2): Domain does not match license key file domain (regnumonline.com.ar), please change the product path to match the domain under Admin CP > Settings > General Settings
This Product will not work properly unless untill that value is changed.

[Nikor]

What about users who have submitted an issue to one of the mail addresses and are still waiting for a resolution (yeah, I know that's unlikely, but I heard it can happen)? Should they re-submit using the new system or will you work on the backlog independently? I'm not asking for me, but anyone waiting for an answer might be interested.

[Zibnab]

Originally Posted by Nikor

What about users who have submitted an issue to one of the mail addresses and are still waiting for a resolution (yeah, I know that's unlikely, but I heard it can happen)? Should they re-submit using the new system or will you work on the backlog independently? I'm not asking for me, but anyone waiting for an answer might be interested.

Don't ask. Just re-submit it in case. The more places you use, the more chances of getting a response.

[Miraculix]

You should customize it to match the theme of the official site, make it look like an embedded part of the RO portal. Radical changes in visual appearance are not good, make you think you are in a whole different site

Also, could you explain exactly what a ticket is, how it works, etc?

[Myxir]

Very very good step.
Nice!

[HidraA]

Originally Posted by Miraculix

You should customize it to match the theme of the official site, make it look like an embedded part of the RO portal. Radical changes in visual appearance are not good, make you think you are in a whole different site

Also, could you explain exactly what a ticket is, how it works, etc?

Each question,troble is see by support team as one tiket on site desk,one of support team will take one tiket by kind of troble to solve him(this tiked is kind of email)
They have now advantage to see all probleme with easy all in same place.
.....If is like this.....at least like this network admins on Lunar Pages work with support center....