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What is the Arc Client?
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GM/ Support Tickets
danielpenfold
Member Posts: 3 Arc User
Hi Captains,
There seems to be some confusion on how Support tickets work. Here is some information that may help:
Cryptic account holders, who have not merged with a Perfect World account, are able to submit Support tickets here: http://www.startrekonline.com/support
PWE account holders are able to submit Support tickets here: https://support.perfectworld.com/
Anyone can send an email to customerservice@perfectworld.com
All players are able to submit GM tickets in-game through the [?] icon on the mini-map. In-game ticket submission should only be for in-game issues or TRIBBLE account character restoration requests. If you need to submit a ticket about an out-of-game issue (billing, tech, community etc.), you will need to use one of the methods listed above.
A few important notes:
GM tickets and updates can be viewed in-game. Cryptic-only accounts can also view GM tickets via the Cryptic support website.
If you submit a ticket on the Cryptic support site, it forwards it to the PWE ticketing system. These tickets are handled via email -- to reply or update your ticket, just reply to the email you receive. For now, during the integration period, Cryptic-only accounts cannot view tickets submitted via the Cryptic support site (meaning, any non-GM tickets).
If you only have a Cryptic account (i.e. you have not linked your account to a PWE account), you will not be able to see status updates to non-GM tickets through either site. Updates will come via e-mail, to the email address associated to the account.
As always, you can send a direct email to customerservice@perfectworld.com. Emails sent to this address create a ticket in the PWE ticketing system and will be handled via email reply.
I hope this clears up any confusion
Cheers,
There seems to be some confusion on how Support tickets work. Here is some information that may help:
Cryptic account holders, who have not merged with a Perfect World account, are able to submit Support tickets here: http://www.startrekonline.com/support
PWE account holders are able to submit Support tickets here: https://support.perfectworld.com/
Anyone can send an email to customerservice@perfectworld.com
All players are able to submit GM tickets in-game through the [?] icon on the mini-map. In-game ticket submission should only be for in-game issues or TRIBBLE account character restoration requests. If you need to submit a ticket about an out-of-game issue (billing, tech, community etc.), you will need to use one of the methods listed above.
A few important notes:
GM tickets and updates can be viewed in-game. Cryptic-only accounts can also view GM tickets via the Cryptic support website.
If you submit a ticket on the Cryptic support site, it forwards it to the PWE ticketing system. These tickets are handled via email -- to reply or update your ticket, just reply to the email you receive. For now, during the integration period, Cryptic-only accounts cannot view tickets submitted via the Cryptic support site (meaning, any non-GM tickets).
If you only have a Cryptic account (i.e. you have not linked your account to a PWE account), you will not be able to see status updates to non-GM tickets through either site. Updates will come via e-mail, to the email address associated to the account.
As always, you can send a direct email to customerservice@perfectworld.com. Emails sent to this address create a ticket in the PWE ticketing system and will be handled via email reply.
I hope this clears up any confusion
Cheers,
I'm so happy 
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