We’d like to address some recurring questions and clarify a few important points regarding our support ticket system and the role of our Discord Moderators. To ensure a smoother experience for everyone, please read the following carefully:
1. Role of Moderators: What They Can and Cannot Do
Our Moderators are an integral part of our community, dedicated to keeping our Discord server a safe and enjoyable space for everyone. However, we want to emphasize that our Moderators do not have access to in-game tools or systems to assist with support tickets or game-related issues. They cannot influence the progress or outcome of your ticket and are unable to provide updates about your ticket status.
Please refrain from contacting or harassing Moderators about support tickets. Their role is strictly limited to Discord-related moderation and community management. Engaging with them for other concerns only takes away from their ability to maintain a positive community environment.
2. Current Support Ticket Resolution Time
We understand that waiting for a response on your ticket can be frustrating, especially when you’re dealing with important in-game issues. As of the end of September 2024, our average ticket resolution time is approximately 4 weeks. While we are constantly working to improve this, we ask for your patience.
Tips to Avoid Delays:
To help ensure your ticket is resolved as quickly as possible:
- Please avoid opening multiple tickets about the same issue. This only clogs the system and can delay the resolution process.
- Refrain from frequently messaging within your ticket with comments like “Are you going to answer me?”—We will respond as soon as we can, but sending frequent follow-ups only slows down our Customer Support Agents and may lead to even longer waiting times.
3. Why Some Tickets Take Longer:
While most tickets are resolved within the 4-week timeframe, there are cases where certain issues may take longer to address. This can happen for several reasons:
- Priority of the Issue: Some issues, especially those impacting a larger group of players, may take precedence over individual concerns.
- Complexity of the Issue: The more intricate the problem, the longer it may take to diagnose and resolve.
- Information Provided: Tickets lacking essential details may take additional time to resolve. In extreme cases, we’ve seen resolutions take up to 3 months, but these are rare outliers and not the norm.
4. How You Can Help Us Help You:
To ensure your ticket is handled as efficiently as possible, we encourage you to follow these steps when submitting your issue:
- Choose the correct category for your issue. Submitting a ticket to the wrong category can cause unnecessary delays as it gets rerouted.
- Be precise and detailed. Include all relevant information—such as your platform, any error messages, and steps you’ve already taken to resolve the issue. The more details you provide, the quicker our team can address the problem.
- If our follow-up message does not reflect your original issue, please describe the problem again. Sometimes our automated system might flag it incorrectly, and we want to make sure we’re resolving the right issue.
Remember: clear, concise, and organized information from you helps us expedite the process and reach a resolution faster.
5. Email Communication Update:
We also want to provide an update regarding email communications such as newsletters, account verification, and password resets. Earlier this year, some of our emails were flagged as spam or ended up on block lists with certain email providers. While we have successfully resolved this issue with many providers, some are still blocking our emails.
If you are experiencing issues receiving important emails (e.g., for password resets), please open a ticket and make sure to describe the issue clearly. We are actively working to resolve this problem across all providers and will keep you updated on our progress.
We deeply regret any frustration caused by these delays and communication issues. Please know that we are continuously working on improving our support infrastructure to serve you better. We are actively optimizing our ticketing system to cut down on wait times and enhance your overall experience.
Thank you for your understanding and cooperation.
