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Author |
Thread Statistics | Show CCP posts - 3 post(s) |
Darkblad
Hilf Dir selbst in EVE
1431
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Posted - 2015.07.04 05:47:37 -
[31] - Quote
Rivr Luzade wrote:I hope .... I'm optimistic that "live" support chat won't happen. The requirement for the GM team to check logs (which show nothing) or other system related information will most likely prevent that.
For the self help part. It's good that standard problem solving strategies are available for those willing to look through them, but there really should always be the fallback option to file a ticket as well. If the solutions don't help and also if the player can't understand English well enough (or does'nt have the solution list presented on his supported language's help center page, which is currently the case).
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
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Greyhart en Welle
LeagueOfV
2
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Posted - 2015.07.04 11:46:16 -
[32] - Quote
Arrogant. Did you ask your "paying" players, like me, if they were unhappy?
In-game tickets are vital. How can you dismiss this feature?
For me, the whole idea of an immersive game is to *not* jump to my browser.
And now the money i pay will go to another company for a "modern" ticket system.... (By the way, what happens when they triple the cost of your license?)
Preview of coming attractions: no, no, you can't do that no, no, there isn't anyone else to talk to no, no, i can't help you with that -- read the wiki
Tickets used to be simple. Ask a quesion, Get an answer. i suppose now you will turn the ticket system into a profit center. Would you like a Loki with that ? We can set you up with a second character for three months... etc.
Respectfully yours, Greyhart en Welle
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Winet
House of the Dead Monkey SpaceMonkey's Alliance
1
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Posted - 2015.07.04 14:51:57 -
[33] - Quote
um, how to see reported bugs to get number to give to ccp when they ask??? |
Darkblad
Hilf Dir selbst in EVE
1449
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Posted - 2015.07.04 16:07:21 -
[34] - Quote
Winet wrote:um, how to see reported bugs to get number to give to ccp when they ask??? Bug reports are not part of this change, therefore https://community.eveonline.com/support/bug-reports/my-bug-reports/ is still the page to go to
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
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Ishtanchuk Fazmarai
3774
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Posted - 2015.07.05 11:18:06 -
[35] - Quote
Oh my, they're not kidding: the ingame help no longer is usable ingame.
I've been wishing to use this for a long time, and now I can: LOL CCP!!
73% of EVE characters stay in high security space. 62% of EVE subscribers barely PvP. 40% of all new accounts just "level up their Ravens". Probably that's why PvE content in EVE Online is sub-par and CCP is head over heels for PvP...
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ZeezySwan
Galactic Societal Order of the Sovereign
0
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Posted - 2015.07.05 21:13:44 -
[36] - Quote
I just utilized the new Help Center today and it was very helpful. Though my particular issue/request could not be resolved by the help and support documentation and required a ticket to be created, my issue/request was resolved by a GM in less than 2 hours total.
Excellent!
Revenge is a dish which is best served cold (it is very cold in space).
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Roan Pico
I- T I E -I
12
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Posted - 2015.07.06 02:57:12 -
[37] - Quote
Just tried to log into help center:
--- Not Found
The requested URL /error/ was not found on this server. --- |
Darkblad
Hilf Dir selbst in EVE
1513
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Posted - 2015.07.06 08:14:39 -
[38] - Quote
Some additional feedback on the site's (UI) design:
My Tickets https://ccpcommunity.zendesk.com/hc/en-us/requests No Button to create a new ticket.
Details of an exisiting ticket Create Ticket button is present, but still defaults to Technical Support ticket. Should be more generic, now that all tickets are created on zendesk, like here.
Adding a create ticket menu entry to the menu labeled with the user's account name would also add another level of comfort.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
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Darkblad
Hilf Dir selbst in EVE
1606
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Posted - 2015.07.08 06:08:13 -
[39] - Quote
And one more:
The div with class .satisfaction-box has a background-color of #fbfbfb. The content is hard to read that way. Some darker background (or none at all) is better, I suppose.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
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Natya Mebelle
Center for Advanced Studies Gallente Federation
280
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Posted - 2015.07.09 18:54:35 -
[40] - Quote
I come here, shocked to see the ingame ticket system is dead. Was it another legacy code thing? Why not keep an ingame ticket system then? What tangible advantages are you getting out of the zendesk system which you can't achieve ingame with more comfort to the player? Yes, I say it again. Comfort to the PLAYER. We are paying customers, that means the customer service needs to be as comfortable as possible.
NOTHING beats ingame support. Ever. I receive a system message and my neocom blinks, telling me a support ticket has been answered. This is like the greatest thing ever. It is personalized, it has the least amount of delay possible, and I don't even need to go OUT of the game to check this. Zendesk would only be useful if you cannot even get into the game and need technical or other help. And what about a system to access your tickets you had inside the game outside too anyway? Why would that be so bad?
Next about the usability of this... thing. So, I am inside the game. I open the help window, click the button "go to help center". The game warns me, it will open in my default system browser. Why? Is it impossible for zendesk to be used from the ingame browser? If it is, how about upgrading your ingame browser? So anyway, I confirm by clicking "ok". And what happens? No, not my default browser (Firefox) opens but instead Internet Explorer 8, which is even blocked from internet access on my computer because NOPE. No Internet explorer.
So much for that. So let us ignore that and copypaste the URL into the ingame browser to see how far we can get. Yep, login works. I can click to submit a new ticket, but after the category selection, things are not continuing to load.
Next problem: only three categories? What? This is kind of a severe downgrade, isn't it? Granted, the old ticket system MIGHT have had a few categories too much, some merges would be useful. But ... three categories? Oh dear.
Finally, the devblog continues the fashion of which CCP uses to work. Half-finished.
devblog wrote:1) Instead of continuing to rely on the out-of-date home grown solution weGÇÿve had for a long time now, we decided to go for an industry leading 3rd party solution after pretty vigorous comparison testing.
2) greatly improved self-help tools; search features; a rating system; social media integration (starting with Facebook and Twitter); chat support features; and a much smoother overall experience for you.
3) Please keep in mind that this is all work in progress. Although the basic setup is ready, we will be adding content, localizing it and streamlining the system in the coming months.
1) Your home grown system was the best thing under the sun when it came to any ticket system of any game I've ever played. I don't care about industry leading THIRD PARTY services. Outsourcing to be at the mercy of a 3rd party system is a bad idea when you already have a good system in place.
2) Let's see... I can understand the self help tools, I hope they will be good. Rating system? You already had a rating system with comments in your old ticket system. So what? Social media integration... my god. Everything gets polluted. Chat support features... let me put it this way: inside eve online, the GM could open a chat with me if required. The ONLY thing a browser-based ticket system has advantage over the old eve online ingame ticket system, is when I cannot even log into the game.
3) Of course. Because delivering a finished, fleshed-out and polished product after LENGTHY technical help BETA time is too much to ask for, right?
So... What was the REAL reason to go to zendesk and scrap your old ticket system? Legacy code? How many unsatisfied customers did you have who complained about the ingame ticket system? |
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Darkblad
Hilf Dir selbst in EVE
1738
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Posted - 2015.07.09 19:34:05 -
[41] - Quote
Already a good start
Nice to see, though:
Language Change Menu is now available
Since July 10th, https://ccpcommunity.zendesk.com/hc/ shows a button to display "My Tickets" (good)
But it does'nt have a label, except for the en-us language setting (bad, as it's not red, so only few will click on it). That got fixed pretty fast.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
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Commander Nina Hanomaa
Chapter Six Chapters.
13
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Posted - 2015.07.13 09:37:41 -
[42] - Quote
Hello,
Filed a support ticket today but wasn't able to attach a screenshot to it. The (very subtle) upload bar got stuck about 90% of the way. I couldn't cancel it (the X button?) or submit the ticket at this point.
I wasn't able attach a file in an additional reply either. It appeared as if the upload was succesful but again: submitting or canceling the file wouldn't work. |
Darkblad
Hilf Dir selbst in EVE
1764
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Posted - 2015.07.15 06:50:15 -
[43] - Quote
Proposal: For API keys, there's the option to create premade keys, like https://community.eveonline.com/support/api-key/createpredefined?accessmask=133169114 Something similar for tickets could be helpful sometimes.
Issue: It appears like some ticket types are currently missing. Like Community Team.
EVE Infolinks GÇó Mining Guide GÇó Missions
(EN & DE)
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Joe Jurdens
Dark of Night Industries Regicidal Tendencies
0
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Posted - 2015.07.28 06:25:32 -
[44] - Quote
**** CCP! GO SUCK A BOWL OF BIG FAT DICKS! THIS GAME USED TO BE FUN BUT CCP HAS GOT WHAT THEY ASKED FOR A BIG CLUSTERFUCK OF GANKING AND A COMMUNITY FILLED WITH THE SCUM OF THE GAMING COMMUNITY. THERE IS NO TRUST IN THIS GAME, SCAMMERS ARE EVERYWHERE AND PEOPLE WARDECK WITHOUT WARNING FOR NO REASON. THERE ARE NO MORALS IN THIS GAME WHATSOEVER. ALL THIS GAME DOES IS CAUSE YOU FRUSTRATION AND IM DONE WITH ALL THE BULLSHITTER ESPECIALLY GOONSWARM BRATS. I IMAGINE ALL THE PLAYERS ON EVE TO LOOK LIKE THE GUY FROM THE MOVIE GAMER SITTING IN A ROLLING CAIR WITH BOWLS OF WAFFLES AND SYRUP. THE SKILLS IN THIS GAME.... WAIT THERE IS NO SKILL IN THIS GAME. JUST A SIMPLE STAT BASED COMBAT SYSTEM THAT MAKES WORLD OF WARCRAFT INTERESTING |
ISD Decoy
ISD Community Communications Liaisons
856
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Posted - 2015.07.28 13:19:46 -
[45] - Quote
Quote:3. Ranting is prohibited.
A rant is a post that is often filled with angry and counterproductive comments. A free exchange of ideas is essential to building a strong sense of community and is helpful in development of the game and community. Rants are disruptive, and incite flaming and trolling. Please post your thoughts in a concise and clear manner while avoiding going off on rambling tangents. I have removed a rant. Please keep replies within the rules!
ISD Decoy
Captain
Community Communication Liaisons (CCLs)
Interstellar Services Department
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DrysonBennington
Aliastra Gallente Federation
228
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Posted - 2015.08.20 14:29:57 -
[46] - Quote
There should also be an immediate response team that would deal with issues based on the pilot paying an extra amount of real money to get a head of the line on in order to have their issue resolved.
I also think that the in Help Chat Channel all available CSM's should be listed in their own dialogue box. |
Jeven HouseBenyo
Baron and Serpent Productions
215
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Posted - 2015.09.20 03:09:26 -
[47] - Quote
Had to use the new 'shiny!' Support Ticket... thing....
And I thought lag in the UI was bad. Slow response, as in nearly a week before an oh hai~ sorry we're a little late getting to your ticket...
The inGame tickets (along with the old out of game support system) had a much faster and reliable response time. It also had results that I didn't whomp up out of frustration waiting. Yes the page is a little easier to navigate. That's about all this has going for it, its 'pretty'.
Negative rating thus far for this new shiny.
>Jeven
Suggestion: how about updating the inGame browser??? Maybe then more would be possible with it to contact Tech Support, Bug Lists, etc., and vending out to third parties such vital parts of a software company as Tech Support wouldn't be as imperative.
Minny boat flyer, when all else doesn't work, smack the control panel.
Snark at 11 24/7/365.25.
You're not rid of me yet..... Erzulie help you.
No you can't has my stuffs!
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Cicirus
The Scope Gallente Federation
0
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Posted - 2015.11.30 17:32:03 -
[48] - Quote
+1 for in-games tickets - the old adage if it ain't broke, then don't **** it up has rarely been more trueGǪin addition, I just used the new system for the first time and after nearly a week - zero responseGǪeven a FU would have preferable to being ignored for a week.
This typical from CCP? |
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