What this board is for and tips on submitting Customer Service Tickets in-game [Archive]

Nikol

02-09-2005, 03:04 PM

<DIV></DIV> Hello everyone, Let me start by introducing myself I am Joseph Paolinelli, an EverQuest II Customer Service Supervisor (aka Lead GM Nikolah). I recently requested from Moorgard a location on his boards to post common in-game customer service questions and answers, clarifications and announcements. Our hopes are to utilize this area as a communication tool to reach even more customers than we currently can in-game. We are currently drafting a couple of FAQ’s which I will post here as soon as possible, for now I will simply start by offering a few tips on how to use the in-game customer service system. For starters, it’s very important to select the appropriate categories and sub-categories that best describe your issue, doing this will assist us in getting the correct people working on your specific issue in a more timely matter. Any game bugs that do not directly affect your ability to play your character should be submitted using /bug in-game, these bug reports are reviewed and compiled into a nightly report to be reviewed by Development and Quality Assurance. If you encounter an issue that prevents your character from being played, meaning you cannot access your character or play your character at all unless the issue is resolved, you should both /bug report it and submit a customer service ticket. While in-game GM’s may not be able to fix your issue without Development assistance we will most certainly make every effort to get your character playable again. Issues which do not affect the playability of your character should only be /bug reported and left for Development to investigate and resolve as in-game GM’s cannot change or fix game design issues unless otherwise stated in an update message or other forms of official SOE announcements. Another useful tip is to provide as much detail as possible, be direct and to the point to make sure that your issue is clearly stated and easily recognizable. It also might help, if you are unable to stay at your computer but wish to have issue addressed, to leave your character online and AFK in a safe location (your innroom or the city zones) as some issues require your character to be online to resolve. During times of high ticket loads we may sometime utilize a first contact system which sends common solutions to specific categories which contain a specific issue. If you receive one of these responses and it does not apply to your specific issue please do not panic, simply reply to the ticket letting us know the response did not address your issue and your ticket will be automatically added to a higher priority queue to be reviewed by in-game GM’s as quickly as humanly possible. That’s all I really have right now, I hope the above information was helpful. I hope to meet as many of you as possible in-game, if you happen to see me running around in Norrath please feel free to say hi! Regards, Lead GM Nikolah EverQuest II Customer Service Supervisor <DIV></DIV>