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Old 09-07-2010, 02:45 PM   #1
Adrian
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Thumbs up 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.
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Last edited by Adrian; 09-07-2010 at 03:38 PM. Reason: Typo
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Old 09-07-2010, 03:26 PM   #2
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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.
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Old 09-07-2010, 03:37 PM   #3
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Awesome. Good job.
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Old 09-07-2010, 03:45 PM   #4
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I wish you best luck with the new Support System. Hope everything gets around better as before now And especially FASTER!!

ice
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Old 09-07-2010, 03:58 PM   #5
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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.
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Old 09-07-2010, 03:59 PM   #6
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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.
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Old 09-07-2010, 04:01 PM   #7
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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?
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Old 09-07-2010, 04:21 PM   #8
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Very very good step.
Nice!
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Old 09-07-2010, 04:57 PM   #9
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Quote:
Originally Posted by Miraculix View Post
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....
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Old 09-07-2010, 05:20 PM   #10
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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...?
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