In our quest for perfection we have made a rather significant change to the website, however it will rarely affect you in your day-to-day usage of the site.
Historically, issues with the website are PM'd to me and issues with moderation are PM'd to Zero; however, this meant peoples issues got messed up amongst our casual PMs and could get lost. It also made it hell finding all PMs to do with one issue. This especially a massive issue for me, as I receive on average 15 PMs a day requesting help alone, that meant individual PM's in a conversations can get separated by up to 5 pages of PMs!
The new system is a ticket based support system. It is accessible from "Support Centre" located on the Navigation Bar, just east of "View New Posts"
Inside is the ticket system, and also the help system. The help system includes all website guides plus the forum rules.
Tickets and Documents are categorized into 4 categories:
- User Profiles
- Factions
- Technical
- Moderation
and Tickets can be filed in 3 levels of Urgency
- Low
- Medium
- High
It's up to your best judgement which category to file under, but we reserve the right to treat them as a different class if you have obviously overstated the problem. Eventually I will file a help document with basic guidelines on Urgency.
You won't be punished for getting the Urgency wrong, but if you get the Category wrong it will take longer to resolve as you will have to refile it; at this stage I am unsure if they can be moved or changed.
From now on, if you PM any of us an issue, you'll be told to file it in the Ticket system. Tickets can be continually updated by the filing member and staff until closed, and are completely confidential.
Cheers all
Crucias