Player Relations / Support Center

[cbk1994]

Originally Posted by BlueMelon

you see that gui everytime you login or reconnect..

I've fixed this; it was only intended to open the first time the player logs on, then never again; it will do so now.

[BlueMelon]

I kinda liked having it pop up everytime tho, cus My new laptop, when I press f8,f11 and more, It does not work.
Like f8 for me is finger nav mode with my acer

[cbk1994]

Originally Posted by BlueMelon

I kinda liked having it pop up everytime tho, cus My new laptop, when I press f8,f11 and more, It does not work.
Like f8 for me is finger nav mode with my acer

You can normally bypass that with FN + F11.

[Vman13x]

Happens to me on my laptop or well for f7,f9,f11, I solved it by pressing fn+f7 and the apple key for f9 and f11

[Frankie]

Originally Posted by salesman

We can answer pms, sure, but answering a pm isn't the same as addressing the problem they are pming you about...especially if we are busy. Some of you seem to enjoy trying to point out the bad in every situation, but this system has so many benefits:

• Problems can easily be moved to the appropriate department, ensuring that the right person handles them
• Everything is displayed in an organized fashion
• You can communicate back and forth without needing both the staff and the player to be online at the same time
• The problem will always be in your inbox until it is resolved
• Adminstrators can overlook the problems that other staff are dealing with, and make sure they're handling them correctly
• and more!

the only thing you listed that actually differs from typical PMs/comments is being able to communicate without needing the player and the staff online at the same time. so I guess in the end, you are getting something out of this system, but I still firmly believe that it wasn't a complete necessity as if you couldn't solve issues without it. that's just my opinion though.

[salesman]

Originally Posted by Frankie

the only thing you listed that actually differs from typical PMs/comments is being able to communicate without needing the player and the staff online at the same time. so I guess in the end, you are getting something out of this system, but I still firmly believe that it wasn't a complete necessity as if you couldn't solve issues without it. that's just my opinion though.

That's like saying the gui-based gang system shouldn't have been made because chat commands worked just as well...I'm stretching a bit, but we should probably just remove the trade system since players can just as easily trade by dropping.

The point is that this system makes solving problems easier, and more efficient. It is an improvement.

[CharlieM]

Yeah but in what aspect? You only kept GP's even though over half are not active, and were part of the problem of unanswered questions in the first place.

[salesman]

Originally Posted by CharlieM

Yeah but in what aspect? You only kept GP's even though over half are not active, and were part of the problem of unanswered questions in the first place.

GPs cannot handle most of the problems that the support center is designed to address. Player Relations staff still get PMs for monitoring trades, catching hackers, etc

[CharlieM]

Originally Posted by salesman

GPs cannot handle most of the problems that the support center is designed to address. Player Relations staff still get PMs for monitoring trades, catching hackers, etc

You missed the point completely.

Player Relations staff are currently the same as the GP team (Roster) so you actually did not combine the positions. You just changed the name, and gave it a new gui

[papajchris]

Originally Posted by CharlieM

You missed the point completely.

Player Relations staff are currently the same as the GP team (Roster) so you actually did not combine the positions. You just changed the name, and gave it a new gui

They are now expected to answer FAQ questions (if they didn't already though). But basically theres no more FAQs

[salesman]

Originally Posted by CharlieM

You missed the point completely.

Player Relations staff are currently the same as the GP team (Roster) so you actually did not combine the positions. You just changed the name, and gave it a new gui

You're missing the point of the support center. The people who respond are not just PRs...just about every staff member is given access to his/her appropriate department. For example, PRs handle the "Police" and "Questions About Era" categories.

I myself have been checking tickets non-stop.

[CharlieM]

They are GP's. They ignored questions when they came there way, or they are inactive. They aren't going to change with what they are supposed to do. I know there is no more FAQ which is a disappointment considering I took it serious unlike everyone else who had the job but w.e., I'm still going to help people because I know the new system=fail

[salesman]

I think it is also important to stress that not everyone can read your tickets.

If you send me a ticket in the Staff Complaints department complaining about a staff member, they will not be able to see it. Staff only have access to what falls under their job description (you won't find a LAT or PR dealing with Events Team issues).

[sam_is_me]

Hm.. I think until they get a newbie course, there might be some ticket flooding of "newbie" questions, but other than that not too big of a deal.

[CharlieM]

I submitted a ticket about being harassed by a person and it keeps getting deleted without response.

[salesman]

Originally Posted by CharlieM

I submitted a ticket about being harassed by a person and it keeps getting deleted without response.

I see one ticket from you which was nothing more than spam and was closed with a warning. Other than that, I see zero tickets from you that have been deleted. If you truly have a problem, send me forum PM.

[Scary_Sock]

There should also be notification when you get a response to your ticket or when your ticket has been closed. I can tell I will forget about a ticket completely untill someone mentions it.

Also, the GUI still keeps popping up when I login Era. I thought it was fixed?

[BlueMelon]

@charlieM
This system is an improvement and thats it.
Why do you care if Era has this? what does it bother you?

[CharlieM]

Originally Posted by BlueMelon

@charlieM
This system is an improvement and thats it.
Why do you care if Era has this? what does it bother you?

Explain how it is an improvement. Otherwise it isn't

[Pelikano]

Originally Posted by CharlieM

Explain how it is an improvement. Otherwise it isn't

Why did you lie in the first place?

This is an improvement, now people will actually get help when they send in a ticket after atleast 2-3 days.

But when you send in a global ticket or PM a staff member in game you get help after about a week or never.

[BlueMelon]

Originally Posted by salesman
We can answer pms, sure, but answering a pm isn't the same as addressing the problem they are pming you about...especially if we are busy. Some of you seem to enjoy trying to point out the bad in every situation, but this system has so many benefits:

* Problems can easily be moved to the appropriate department, ensuring that the right person handles them
* Everything is displayed in an organized fashion
* You can communicate back and forth without needing both the staff and the player to be online at the same time
* The problem will always be in your inbox until it is resolved
* Adminstrators can overlook the problems that other staff are dealing with, and make sure they're handling them correctly
* and more!

[CharlieM]

That isnt really an improvement.

[sam_is_me]

Dude. Let's face it. You're mad because you got removed from FAQ and think that FAQ's are still necessary. Its understandable that you don't like the new system.

[CharlieM]

I really don't care about FAQ. You can ask Gabe I wasn't as active as I was and I only got asked a couple questions even when I was active. 1 EC for every 7 Hours isn't something to get upset about considering if I wasn't on FAQ tag I could earn 10 EC in an Hour if I did events.

The new system is a rushed system. I see that it has great prospect to fail.

Staff check it now but wait until it becomes a chore for them then they will get lazy and do it as little as possible.

[Frankie]

Originally Posted by CharlieM

Staff check it now but wait until it becomes a chore for them then they will get lazy and do it as little as possible.

exactly what I was thinking. you can ignore a ticket just like you can ignore a PM. it doesn't change much.

I don't see why all of a sudden the staff are so eager to help solve player's problems simply because a new system was made. it makes you think what their real attitude towards player support was before this ticket system. it's pretty clear to me though.

[Vman13x]

I see where you are going. Its exactly the same thing, but Im guessing the question will get answered either way. I think they made it so they dont gotta keep opening and closing a pm with the same question. Eh I dunno.

[Nataxo]

Originally Posted by CharlieM

I could earn 10 EC in an Hour if I did events.

you totally need to teach me the how-to ! :o

I need ECs for an instrument

[sam_is_me]

It is different. PM is a personal message.
Ticket goes to all staff members who have access to it, meaning a lot.
And its not only for player problems, its for a whole range of issues.
I sent a ticket and mav and sales fixed the glitch that i reported, within 2 days.

[CharlieM]

Originally Posted by sam_is_me

It is different. PM is a personal message.
Ticket goes to all staff members who have access to it, meaning a lot.
And its not only for player problems, its for a whole range of issues.
I sent a ticket and mav and sales fixed the glitch that i reported, within 2 days.

This is normal. Watch though, it will change to a couple more days, then a few more. Then it won't get fixed or answered even.

[MontyPython]

Originally Posted by CharlieM

This is normal. Watch though, it will change to a couple more days, then a few more. Then it won't get fixed or answered even.

Okay, this argument makes no sense.

This new system is much better. Anyone who disagrees is just wrong. It's more professional, more organized, and ensures a better chance that someone will address your problem.

Listen, regardless of what kind of support system you have - staff members get lazy/burnt out on a regular basis. It's a volunteer position, and once most realize that the staff powers and "prestige" isn't what they expected, they bail out. Some just move on. If a staff member is doing his job for the right reasons, he'll address as many problems as he can with the support system. If he's not addressing problems (read: doing his job), he should be removed and replaced with someone who wishes to actually do the job for the right reasons.

The problem of laziness has nothing to do with what support system is used on a server. And besides, as I said before, this new system gives you a better chance to get an answer, even if most people ARE lazy. So what the **** are you complaining about?

By your logic - Because [staff member(s)] will become lazy, we should stick to an old, dated, unprofessional, and ****ty system to solve problems.

Maybe we just shouldn't hire anyone at all -- that way we don't have to risk dealing with the possibility of someone not doing their job.

[Venom_Fish]

Their argument is:
The New System is not significantly better than the old.
It may be more organized, but that's the only advantage they see it providing.
In other words, its not the "ace-in-the-hole" for the Administration team, or some new function that's going to revolutionize their performance in any way shape or form.

Which for the most part, is true. Also, I highly doubt that there will be penalties for not "checking" your messages. Now if that were the case, there might be more to this new center than meets the eye.

Any who, like I said before, this "Support Center" really isn't impacting the game enough to have been spoken about this long. Someone close this thread.

[Pelikano]

Btw. PMs are not logged, this system is logged.

[Nataxo]

Trials cant submit tickets...

I personally think they should.

[DustyPorViva]

Hmm, so why does it open every time you log on?

[Nataxo]

When they click on "Submit Ticket" they can write and everything but they cant chose a department. And when you try to submit it it tells you to chose a department but you cant :'(

[cyan3]

Originally Posted by Nataxo

Trials cant submit tickets...

I personally think they should.

I agree, every player trial or not should be allowed to receive support from the staff members.

[cbk1994]

Originally Posted by DustyPorViva

Hmm, so why does it open every time you log on?

It wasn't supposed to. It was until last night, when it was reported to me.

Heh, I had no idea it opened every time because it only opened the first time for me due to a bug. It's fixed now (it was only supposed to open the first time you log on).

Originally Posted by cyan3

I agree, every player trial or not should be allowed to receive support from the staff members.

They should be able to receive support, yes, but players were abusing trial accounts to spam the support center. Trials can still PM staff members to receive support, though I understand that that's not as easy/simple.

Originally Posted by Nataxo

When they click on "Submit Ticket" they can write and everything but they cant chose a department. And when you try to submit it it tells you to chose a department but you cant :'(

It shouldn't even let you write the ticket, I'll fix that.