In an effort to improve our service, we’re changing how players contact our support team.
We’ve removed the default Contact Us form, and instead activated a web chat feature that helps you create a support ticket. You can reach the webchat by clicking the little blue circle with the speech bubble in the lower right corner of this page.
Once open, a bot will ask a few questions and then create a support ticket for you.
Why?
There are two good reasons for this change.
- We are able to provide you with relevant information faster.
- We are able to ask for the information we need right away.
This in turn cuts down the time from when you have a question until you have an answer.
Let’s elaborate:
The right information right away
We’ve noticed that a lot of players go straight to the Contact Us form without first checking our support site to see if they can find the answer there.
It’s perfectly fine if someone wants to contact us to ask a question, but if our answer is the same as what’s already written in our FAQ, it’d be a lot quicker to just read it there. The web chat feature allows us to show you what information we have on our site without the need to wait for a Game Master to check your question and send you the information via mail.
What if the FAQ doesn’t answer my question?
If the bot sends you a link to an FAQ article, it will also ask if that helped. If it didn’t, you’ll have the option to ask your question and a support ticket will be created and sent to our Game Master team for review.
Asking the right questions
Another thing we’ve noticed is that we regularly have to get back to players to ask for additional information. Depending on what the issue is, we already know what information we require, but that’s not always obvious to players.
The bot in the web chat will first identify your issue, and then it will ask for the information we need from you to handle that issue. This saves you from sending in a ticket only to have us reply and ask for information you could have provided right away.
Will the chat be live?
No, unfortunately, we won’t be able to provide live chat support, even though it’s a chat interface. We’re still the same people on the team, and while we work hard at handling your questions and concerns, it’s still going to take some time.
The bot will ask for a contact email address for you, and you’ll receive a notification in the mail once we have a response to your question.
What if I don’t like talking to bots?
This is definitely a concern, and it’s why we want to explain why we’re going through with this change. We hope you understand and agree with our reasoning.
That said, if you don’t want to use the webchat, there are options.
The majority of support articles here on the FAQ come with their own form for submitting a ticket about the issue they address. These forms are tailored to ask the relevant questions just like the bot is, and they’re still available to use. It’s only the default Contact Us button that’s been disabled.
If the article that best matches your issue doesn’t have a dedicated form attached to it, you’ll have to use the web chat, but you can minimize the interaction with the bot by clicking on “Other” and going from there. That way, all you’ll need to do is describe your issue and (optionally) attach a screenshot.