New Support System!

Adrian · 09-07-2010, 02:45 PM

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 · 09-07-2010, 03:26 PM

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 · 09-07-2010, 03:37 PM

Awesome. Good job.

ice_zero_cool · 09-07-2010, 03:45 PM

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 · 09-07-2010, 03:58 PM

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:

Quote:

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 · 09-07-2010, 03:59 PM

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.

Miraculix · 09-07-2010, 04:01 PM

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 · 09-07-2010, 04:21 PM

Very very good step.
Nice!

HidraA · 09-07-2010, 04:57 PM

Quote:

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....

Bladnoch · 09-07-2010, 05:20 PM

Nice move, should be easier to document and sort on your end, and on our end the solutions should come back quicker.

For the record, I get the same message at the top of the webpage as PT_DaAr_PT when clicking on the link on the homepage - does that mean we can't use it yet, or...?

09-07-2010, 02:45 PM	#1
Adrian NGD·Studios Join Date: May 2007 Location: Wien, Österreich Posts: 2,859	New Support System! 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. __________________ Last edited by Adrian; 09-07-2010 at 03:38 PM. Reason: Typo

09-07-2010, 03:26 PM	#2
e30G Count Join Date: Jun 2007 Location: Philippines Posts: 1,244	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. __________________ I N Q U I S I T I O N On Regnum Sabbatical

09-07-2010, 03:45 PM	#4
ice_zero_cool Master Join Date: Jun 2010 Location: Germany Posts: 309	I wish you best luck with the new Support System. Hope everything gets around better as before now And especially FASTER!! ice __________________ poisoned \| balgaro \| exiled \| whitechez \| shinkami \| photoshopped

09-07-2010, 03:59 PM	#6
Nikor Initiate Join Date: Jun 2007 Posts: 159	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. __________________ Ra: Lucinda {Silverbow,Wintersun,Ironfist} Horus: Laleja - Conjurer (42) Retired: Laleja / Faer / Nalys Silverbow / Tain / Vorr

09-07-2010, 04:01 PM	#7
Miraculix Count Join Date: Nov 2007 Location: Infinite Improbability Drive Posts: 1,287	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? __________________ Hit me, nail me, make me God. Panoramix :: Half Elf Hunter ## Miraculix :: Half Elf Marksman ## Aspirinix :: Wood Elf Conjurer Syrtis :: Horus :: Antartes

09-07-2010, 03:37 PM	#3
Pnarpa Master Join Date: Jun 2009 Posts: 484	Awesome. Good job.

09-07-2010, 04:21 PM	#8
Myxir Count Join Date: Mar 2007 Location: Germany Posts: 1,164	Very very good step. Nice! __________________ French Warriors of Syrtis: Nessa Telrunya (Hunter) - Myxir (Warlock) - Estra (Conjurer) In War it does not matter who is right, but who is left.

09-07-2010, 05:20 PM	#10
Bladnoch Initiate Join Date: Nov 2007 Location: England Posts: 199	Nice move, should be easier to document and sort on your end, and on our end the solutions should come back quicker. For the record, I get the same message at the top of the webpage as PT_DaAr_PT when clicking on the link on the homepage - does that mean we can't use it yet, or...? __________________ Ra Sytris - Starpulse Lvl 25 Horus Syrtis - Bladnoch Lvl 20 Horus Alsius - Goatus Lvl 37

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