Pages: [1] 2 :: one page |
|
Author |
Thread Statistics | Show CCP posts - 3 post(s) |
|
CCP Logibro
C C P C C P Alliance
1046
|
Posted - 2015.07.02 14:57:37 -
[1] - Quote
After exhaustive trials and rigorous feature testing, it's finally time for the old support system to respectfully retire and the new support center to take it's place in helping the citizens of New Eden. GM Panzer has some details on the new system in this latest dev blog.
CCP Logibro // EVE Universe Community Team // Distributor of Nanites // Patron Saint of Logistics
@CCP_Logibro
|
|
Darkblad
Hilf Dir selbst in EVE
1337
|
Posted - 2015.07.02 15:12:20 -
[2] - Quote
Will add my feedback already posted elsewhere here later, once i am at a keyboard, bot such a stewpid autocorrecting, haptics lacking smartassphone
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Aijle Mijleroff
Infernal Laboratory Infernal Octopus
57
|
Posted - 2015.07.02 17:03:31 -
[3] - Quote
Hello! New Customer Support Help Center provides me with only the Russian language to communicate with GM, but I want to talk with GM in English only.
Where language button? |
Commander Nina Hanomaa
Chapter Six Chapters.
13
|
Posted - 2015.07.02 17:07:59 -
[4] - Quote
Hello,
I am experiencing login issues with the new Help Center. The moment I click on the "Sign-In" the page redicts to https://supportauth.eveonline.com/callback/?kind=error&message=User+is+invalid%3A+Email%3A++has+already+been+taken
I've sent a bug report (closed) and a support email with details about this earlier (June 27th), ticket 4459
Note: Logging in works fine on all *.eveonline.com sites. |
Darkblad
Hilf Dir selbst in EVE
1340
|
Posted - 2015.07.02 17:10:42 -
[5] - Quote
Aijle Mijleroff wrote:Hello! New Customer Support Help Center provides me with only the Russian language to communicate with GM, but I want to talk with GM in English only.
Where language button? There is none (yet). once you are logged in to that page, try
https://ccpcommunity.zendesk.com/hc/en-us/ New Ticket: https://ccpcommunity.zendesk.com/hc/en-us/requests/new/
To create a ticket. But GMs usually reply with the language you chose to describe your issue in a ticket, so you may as well keep the pages set to /ru/
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Bienator II
madmen of the skies
3335
|
Posted - 2015.07.02 17:15:34 -
[6] - Quote
i suppose there will be still some form of ingame button which will open the new support page. Can you make it so that it opens with the dafault system browser please? Using your account credentials to login with an out of date ingame browser is not a good idea.
how to fix eve: 1) remove ECM 2) rename dampeners to ECM 3) add new anti-drone ewar for caldari 4) give offgrid boosters ongrid combat value
|
Darkblad
Hilf Dir selbst in EVE
1340
|
Posted - 2015.07.02 17:16:41 -
[7] - Quote
Commander Nina Hanomaa wrote: Did you try to open the site from within the client (if you currently have access to one). This opens in your set Desktop browser as well but a login token is sent in this case. Maybe that helps as a workaround.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Darkblad
Hilf Dir selbst in EVE
1340
|
Posted - 2015.07.02 17:20:44 -
[8] - Quote
Bienator II wrote:i suppose there will be still some form of ingame button which will open the new support page. Can you make it so that it opens with the dafault system browser please? Using your account credentials to login with an out of date ingame browser is not a good idea. This is already the case, at least for me. The target page opens within the browser you set as you OS's default. In client, click the second button of the EVE-Help window (opened with F12)
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
SpaceSaft
Capts Deranged Cavaliers Gentlemen's.Club
153
|
Posted - 2015.07.02 18:03:34 -
[9] - Quote
Quote:After exhaustive trials and rigorous feature testing
I hope you'll forgive me when I say I don't believe you tested a single thing.
There are no language options and I default to the wrong language.
"Game Play Support" & "Valkyrie Support" ? Where do dust guys go? Is Valkyrie not a game?
The "category" drop down is small and badly usable. Either make it bigger or make two for those.
And so once again:
The UI is still bad.
|
Bienator II
madmen of the skies
3337
|
Posted - 2015.07.02 21:17:46 -
[10] - Quote
Darkblad wrote:Bienator II wrote:i suppose there will be still some form of ingame button which will open the new support page. Can you make it so that it opens with the dafault system browser please? Using your account credentials to login with an out of date ingame browser is not a good idea. This is already the case, at least for me. The target page opens within the browser you set as you OS's default. In client, click the second button of the EVE-Help window (opened with F12)
thats great news, thanks!
how to fix eve: 1) remove ECM 2) rename dampeners to ECM 3) add new anti-drone ewar for caldari 4) give offgrid boosters ongrid combat value
|
|
|
GM Arcade
Game Masters C C P Alliance
182
|
Posted - 2015.07.02 22:36:29 -
[11] - Quote
Commander Nina Hanomaa wrote:
Thanks for taking the time to let us know about this. I have forward this and the information in your ticket to our programmer.
Senior GM Arcade | Customer Support
|
|
GM Arcade
Game Masters C C P Alliance
182
|
Posted - 2015.07.02 22:43:43 -
[12] - Quote
SpaceSaft wrote:Quote:After exhaustive trials and rigorous feature testing I hope you'll forgive me when I say I don't believe you tested a single thing. There are no language options and I default to the wrong language. "Game Play Support" & "Valkyrie Support" ? Where do dust guys go? Is Valkyrie not a game? The "category" drop down is small and badly usable. Either make it bigger or make two for those. And so once again:
We do appreciate your points. Localization for the help center articles is a priority to us.
Currently the help center is primarily for EVE Online. Dust players can contact us via [email protected]
Valkyrie is currently running pre-alpha trials which are subject to invitation. We do however offer some support for the trials and general inquiries via [email protected]
Senior GM Arcade | Customer Support
|
Nevyn Auscent
Broke Sauce
2255
|
Posted - 2015.07.02 23:16:41 -
[13] - Quote
I am very concerned about the removal of in game tickets. When you are in game you don't want to go through a complicated process to get to submit a ticket, so there needs to remain at least a link in game that opens your out of game browser to a direct link to the ticket website. Or if it is in game browser compatible then to the in game browser.
Otherwise a lot of tickets will go unsubmitted that should have been made, especially by newer players. |
Max Kolonko
WATAHA. Unseen Wolves
526
|
Posted - 2015.07.03 00:13:13 -
[14] - Quote
Nevyn Auscent wrote:I am very concerned about the removal of in game tickets. When you are in game you don't want to go through a complicated process to get to submit a ticket, so there needs to remain at least a link in game that opens your out of game browser to a direct link to the ticket website. Or if it is in game browser compatible then to the in game browser.
Otherwise a lot of tickets will go unsubmitted that should have been made, especially by newer players.
This. In the past i used to send bug report because it was easy to access in client. Not gona bother anymore. Same goes for low importance petitions (unless i need reimbursment)
Read and support:
Don't mess with OUR WH's
What is Your stance on WH stuff?
|
Roan Pico
I- T I E -I
12
|
Posted - 2015.07.03 00:56:23 -
[15] - Quote
The option to file a ticket only out of game is bullshit ("fixing" things never been broken!).
- What if i have to file a ticket while in space -> maybe no (accessible) stations in system/hostile wormhole space and its something that would need to be filed NOW / cba to note it down to file later? Filing that ticket while out of game = afk gaming. The idea of getting killed (even while on a safespot) in that time is as inviting as simultanously writing the ticket and tabbing in and out to check dscan and grid. Rather give a ****.
- Need to put a lot of info to the ticket that is only accessible ingame: tab in, copy or note down, tab out, paste or type, tab in, copy or note down, tab out, paste or type, tab in, copy or note down...? Sorry, cba. Rather give a ****.
- With the former ingame solution i got a flashing neocom button and a notice that i received a GM reply which guaranteed a fast response if there were further questions. I wont tab out, log into a help center i dont need or want to use and check every now and then, nor will i promptly check new mails for if its a GM mail. This guarantees a nice delay until the ticket gets resolved. Actually give a ****, isnt my QM statistics.
- Help page doesnt provide a link to the ticket overview (https://ccpcommunity.zendesk.com/hc/en-us/requests). Considering the previous point i won't monitor ticket status anyways from now on, hence i give a ****.
Y U NO + keeping ingame notifications?
TLDR: I give a ****. |
Greygal
Redemption Road Affirmative.
467
|
Posted - 2015.07.03 01:47:54 -
[16] - Quote
Once you file a ticket on the new help center, there is no easy or obvious way to pull that ticket back up. The only way I was able to find a ticket I just submitted was by clicking the link in the oog email I received.
Or at least I wasn't able to find any way to find my tickets (which are found at https://ccpcommunity.zendesk.com/hc/en-us/requests link, but I couldn't find a button or link to that other than through the email).
I found the category/department dropdowns somewhat unintuitive. You select the one dropdown, then you are brought to the form to write what you need help on, and then you select (fine-tune) your department/category via a second dropdown on that page. It'd be more intuitive if both dropdowns were on the same initial page. Or at least move the second dropdown to the top of the form page.
+1 to having an ingame option for submitting/viewing tickets.
Do like all the links to various self-help articles!
What you do for yourself dies with you, what you do for others is immortal.
Free weekly public roams & monthly NewBro new player roams!
Visit Redemption Road or join mailing list REDEMPTION ROAMS for information
|
Darkblad
Hilf Dir selbst in EVE
1360
|
Posted - 2015.07.03 05:34:12 -
[17] - Quote
Nevyn Auscent wrote:I am very concerned about the removal of in game tickets. When you are in game you don't want to go through a complicated process to get to submit a ticket, so there needs to remain at least a link in game that opens your out of game browser to a direct link to the ticket website. No need to be concerned. Hit F12, click the second button from top (shown here from within the DE client) and you're good.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Captain Semper
The xDEATHx Squadron Legion of xXDEATHXx
77
|
Posted - 2015.07.03 05:35:50 -
[18] - Quote
I am always redurect to a /ru/ page. If i wont this sooo...? |
Darkblad
Hilf Dir selbst in EVE
1360
|
Posted - 2015.07.03 05:44:07 -
[19] - Quote
Greygal wrote:Once you file a ticket on the new help center, there is no easy or obvious way to pull that ticket back up. The only way I was able to find a ticket I just submitted was by clicking the link in the oog email I received. Or at least I wasn't able to find any way to find my tickets (which are found at https://ccpcommunity.zendesk.com/hc/en-us/requests link, but I couldn't find a button or link to that other than through the email). I found the category/department dropdowns somewhat unintuitive. You select the one dropdown, then you are brought to the form to write what you need help on, and then you select (fine-tune) your department/category via a second dropdown on that page. It'd be more intuitive if both dropdowns were on the same initial page. Or at least move the second dropdown to the top of the form page. +1 to having an ingame option for submitting/viewing tickets. Do like all the links to various self-help articles! To open the list of existing tickets pick this menu option at the top right of the page. But I agree that this link better be placed more prominent (see my feedback post above).
I also agree that having to pick a ticket TYPE first and then a category next is pretty bad. Why not add the whole hierarchy of available options to the dropdown we find when we choose to create a ticket? Actions like later adding the dropdown for operating system (technical issue ticket) should'nt be too hard to implement.
Considering that this new ticket system is in use since November (for technical issues) makes me wonder: Did you ask any of those who filed such tickets for feedback on the new system?
Quick fix for the dropdown to choose a category:
https://p3.zdassets.com/hc/assets/application-b26fbae60487dc32bc34e82d903b377c.css line 1785 to 1793
.nesty-panel { background: #FFF; border: 1px solid #AAA; box-shadow: 0 2px 5px rgba(0, 0, 0, 0.15); height: 150px; max-width: 300px; min-width: 100px; position: absolute !important; z-index: 999; }
Increase height.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Darkblad
Hilf Dir selbst in EVE
1360
|
Posted - 2015.07.03 05:48:11 -
[20] - Quote
Captain Semper wrote:I am always redurect to a /ru/ page. If i wont this sooo...?
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
|
Darkblad
Hilf Dir selbst in EVE
1360
|
Posted - 2015.07.03 05:50:58 -
[21] - Quote
I might as well create There is now also an en-us version of my recently updated ticket creation and management guide available. You can toggle the language at the top left of the page.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Torgeir Hekard
I MYSELF AND ME
184
|
Posted - 2015.07.03 07:06:57 -
[22] - Quote
Okay. Suppose I have several accounts. And several characters on each. And suppose some of those characters can, for reasons obvious, have unpronounceable and unrecallable gibberish for their names.
So, each time I want to submit a ticket, I now have to log out. Then log in with another account (also suppose I don't save passwords because, well, the best way to forget a password is to check the "remember password" box), navigate to the submit form, then type the unpronounceable gibberish character name somewhere (where, by the way? The ingame support is per-character. The outgame is per-account), fail to link ingame items, submit ticket. Then god help me if I want to submit another ticket from another character, because I have to logout, login, rince, repeat... Then I have to manually track the ticket progress by scrolling through gazillion tabs in teh outgame browser and then relogging under the correct account.
Oh joy... |
Darkblad
Hilf Dir selbst in EVE
1360
|
Posted - 2015.07.03 07:25:55 -
[23] - Quote
Torgeir Hekard wrote:Okay. Suppose I have several accounts. And several characters on each. And suppose some of those characters can, for reasons obvious, have unpronounceable and unrecallable gibberish for their names.
So, each time I want to submit a ticket, I now have to log out. Then log in with another account (also suppose I don't save passwords because, well, the best way to forget a password is to check the "remember password" box), navigate to the submit form, then type the unpronounceable gibberish character name somewhere (where, by the way? The ingame support is per-character. The outgame is per-account), fail to link ingame items, submit ticket. Then god help me if I want to submit another ticket from another character, because I have to logout, login, rince, repeat... Then I have to manually track the ticket progress by scrolling through gazillion tabs in teh outgame browser and then relogging under the correct account.
Oh joy... Using http://www.schildwall.info/assets/misc/ticket/f12en.png from within the client opens the page with a sign in token, so you may not be required to logoff and on again on the website. Just click on Go to Help Center in each client's F12 window, do stuff on zendesk, then repeat this for the other characters.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
xTIGGERx
Republic Military School Minmatar Republic
1
|
Posted - 2015.07.03 09:38:44 -
[24] - Quote
No point to this either as "the logs show nothing",now we will get "sorry we can't view the logs on this system".
|
Ekaterina 'Ghetto' Thurn
Department 10
243
|
Posted - 2015.07.03 16:27:21 -
[25] - Quote
I have been playing EVE for a number of years, not sure how many offhand, and have probably used the current 'petitioning' system about ten or twenty times at the very most. I have always found it to work very well and the people providing the help have always been very friendly and helpful and problems have always been solved very quickly.
Therefore I don't really see a need for the current system to be changed. At a glance it does sound like your new version will not be as user friendly as the current system. * At this point I will point over 'there' to the broken parts of the game *. There are broken things in the game but the petitioning system is not one of them. Maybe fix something that is broken like removing sentry drone use from the Ishtar.
" They're gonna feel pretty stupid when they find out. "-áRick.
" Find out what ? "-áAbraham.
" They're screwing with the wrong people. "-áRick.
Season four.-á-á ' The Walking Dead. ' .
|
TrouserDeagle
Beyond Divinity Inc Shadow Cartel
1113
|
Posted - 2015.07.03 17:23:27 -
[26] - Quote
is this new system the reason my petition hasn't been answered after like 2 weeks? |
Darkblad
Hilf Dir selbst in EVE
1383
|
Posted - 2015.07.03 17:26:22 -
[27] - Quote
[the web team will have a hard time, deciding game balancing changes]
One immediate advantage of the new ticket system is pretty obvious for anyone who prefers to use a service that uses their native language - which in those cases is not english. In game, the ticket types were limited. This was due to the main type being already taken by the language. Several options were not present at all. Now we as players can always pick the exact type and therefore can make sure that the ticket is handled correctly right from the start without the need for it to get forwarded to a more fitting GM.
Once the pile of design and usability flaws of this new systems got fixed and resolved, of course.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
|
Luca Lure
Obertura
42
|
Posted - 2015.07.03 18:20:48 -
[28] - Quote
If i would like to point out mistakes in the help topics, how can i do that?
GÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇòGÇò
The essence of the independent mind lies not in what it thinks, but in how it thinks.
|
TrouserDeagle
Beyond Divinity Inc Shadow Cartel
1113
|
Posted - 2015.07.03 19:14:10 -
[29] - Quote
huh. turns out my petition had been answered, I just got no notification about it because the old petition system was closed or whatever. that's still really bad. |
Rivr Luzade
Exclusion Cartel The Kadeshi
1587
|
Posted - 2015.07.04 05:33:42 -
[30] - Quote
I hope for your own sake that you do not replace support ticket categories/sections with chats. I have some fun experiences with that on other websites. My mobile carrier, for instance, has removed all but invoice related things from e-mail support and for everything else I either need to call them or open a chat with them. Now, support staff is limited in numbers and I now either need to wait in a phone queue or a chat queue until one of their staff has time for my chat, instead of me being able to send them my query via mail and wait for an answer instead of waiting to ask my question. They say it's in the name of reducing time consuming mail writing, but waiting multiple times unsuccessfully for a chat to come about is even worse.
I also hope for your own sake that you do not introduce or replace support ticket functionality with help to help myself stuff where it is absolutely not appropriate. I pay CCP money to get a proper custom support, not to help myself.
Station Tab :: UI Improvement Collective
|
|
|
|
|
Pages: [1] 2 :: one page |
First page | Previous page | Next page | Last page |