A message from the Customer Support Team.

February 20, 2019 | Etaew | Viewed 1,319 times | Announcement,


Greetings Ark Hunters,

As mentioned, ticket responses are slower than we'd like. To make sure that you get a full solution to your tickets as early as possible, we ask you to check if the following information is provided in your ticket.

Subject: Entering the word "Help" won't help us identify what the actual issue is or what causes it. "Character restoration", "E-mail change" etc, provides us with enough info to get your ticket to the right people ASAP.

Category: If you submit the wrong category it might cause a slower response time as the case has to be forwarded to a different team.

Issue: Describe it in as much detail as possible. The more info you provide initially, the more likely we are to be able to fix the problem on our first attempt (What happened, when did it happen, any transaction id's for it...).

Submit the ticket from the account experiencing the issue. If you don't do this, we'll need to take multiple tickets just to verify basic details which slow things down substantially.

Additional Note: Please do NOT update your tickets unless mentioned by the customer service, otherwise your ticket will be set back to the end of the queue. Also, do NOT create multiple tickets for the same issue, please be patient.

If you feel like your ticket includes all the info you want us to know, go ahead and submit it right away. We'll respond just as soon as humanly possible. Thanks for your patience!

This article was automatically generated from official news posts.

Source: http://forums.defiance.com/showthread.php?325902-A-message-from-the-Customer-Support-Team.



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