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New Support Site Feedback

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Hi everyone!

Now that you've all had some time to utilize the new tools available on our new revamped support site, we'd like to know what you all think of the improvements we've made!

So, if you've filed a ticket through the new support site, utilized the live chat feature to sort a billing issue, or searched our knowledge base to find a ready solution to a problem you were experiencing, please feel free to provide your feedback in this thread.

If you've not had a chance to use the new site, but have a related question to ask, please feel free to post that here as well.

Also, while I'm talking about the new support site...

Did you know you can now reach the community team by filing a community ticket through our support site? It's true! You can now reach myself, and other members of the community team in the same way you would reach any other support staff!
  • Want to dispute that forum infraction I gave you last night for calling that other poster a meany poopy jerk face?
  • Wonder why the community team closed down that thread you just posted in that hadn't seen any activity since Adam first started dating Eve?
  • Maybe you have a question about our moderation policies, because you want to make sure you never get banned from the forums!
  • Or maybe, just maybe, you have some awesome feedback but are too shy to post it on the forums for fear of being trolled by other members of the community!

Well, now you can file a community ticket!

Again, please feel free to leave your feedback below.

Thanks,

Stormshade
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    Meany poopy jerk face?! :eek:

    Okay, that was good.

    I did have a chance to research some bug tickets I submitted a while back with the new site. So far my thoughts are this:

    1.) When I first saw the site, I clicked on My Tickets (because I was looking for my tickets! :eek: ) and when I did, it said to "Log in" to see my ticket history.. okay.

    2.) But no where on the site is there a "Login" button. :eek:

    Only later do you realize that by clicking on "My Account" it would present me with a login workflow. Not intuitive. I'm not looking for my account info but my ticket information.

    So my initial suggestion is to get a Login button in addition to the My Account button.

    Also, as an added feature request. If I am logged into the STO Site, when I click on this site, it should pass my authentication info, but it doesn't. Kinda should. :D

    Thanks for the hard work Stormy!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    therew was only one person in que in front of me and still took over 4 hours, and then they could not help me any ways

    Please keep your posts clean. ~GM Tiyshen
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    papajam wrote: »
    therew was only one person in que in front of me and still took over 4 hours, and then they could not help me any ways

    hmmm... fascinating. I just tried out the chat here to see what the service is like, as I had a question about my purchase history of cryptic points, and the chat UI didn't indicate at all whether I was first in line or if there was anyone in front of me in the queue.

    Furthermore, It took Cryptic Account support only 1 minute to respond to my chat request, and then only an additional 7 minutes to get the data I was looking for. All in all it worked pretty well.

    Are you sure you didn't attempt to start a chat support session with the DMV? :D

    Also, weren't you the one in TTS channel that said that you were "So outta here, as soon as your lifetime subscription ran out?" LOL
    :cool:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    My comments about the new Support site:

    1) When I log into the game and then open IE, the browser already has my credentials when I visit startrekonline.com. I don't have to log into it to check my account or my forum subscriptions. Even if I don't open the game, the STO main page can save my ID info. And/or if I'm in either STO or the forums, I log into either and they share info. However, when I visit the Support site, I have to log in again. This is annoying.

    2) I used Live Chat once to talk to a rep about a billing issue. I don't mean any particular offense, but that person had to be the slowest typist in the world. I'm serious. I'm talking about 3-5min to type a dozen or so words after the "John Doe is typing a response" message popped up. I'd suggest if you're going to have people performing Live Chat support that they be able to type at a reasonable speed. :)

    3) Is there a way to see my Closed tickets? I can't find that. Also, how do I edit/add more info to an existing ticket?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    nice new site but in the past i could the see the next maintenance window very fast by clicking on server status, now i will be redirected to the new support side.
    this was a feature i miss now...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    ez breezy lemon squeazy
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited September 2010
    StormShade wrote:
    Hi everyone!

    Now that you've all had some time to utilize the new tools available on our new revamped support site, we'd like to know what you all think of the improvements we've made!

    So, if you've filed a ticket through the new support site, utilized the live chat feature to sort a billing issue, or searched our knowledge base to find a ready solution to a problem you were experiencing, please feel free to provide your feedback in this thread.

    If you've not had a chance to use the new site, but have a related question to ask, please feel free to post that here as well.

    Also, while I'm talking about the new support site...

    Did you know you can now reach the community team by filing a community ticket through our support site? It's true! You can now reach myself, and other members of the community team in the same way you would reach any other support staff!
    • Want to dispute that forum infraction I gave you last night for calling that other poster a meany poopy jerk face?
    • Wonder why the community team closed down that thread you just posted in that hadn't seen any activity since Adam first started dating Eve?
    • Maybe you have a question about our moderation policies, because you want to make sure you never get banned from the forums!
    • Or maybe, just maybe, you have some awesome feedback but are too shy to post it on the forums for fear of being trolled by other members of the community!

    Well, now you can file a community ticket!

    Again, please feel free to leave your feedback below.

    Thanks,

    Stormshade

    In Addition to adding a carryover of the Log-In from one legit site to the other, as has been suggested here a couple of times, also Add a Quick Link Button on this forum so that as time passes, this Topic does not get Flushed out the Back door, and thus Lost forever??
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited October 2010
    StormShade wrote:
    Hi everyone!

    Now that you've all had some time to utilize the new tools available on our new revamped support site, we'd like to know what you all think of the improvements we've made!

    So, if you've filed a ticket through the new support site, utilized the live chat feature to sort a billing issue, or searched our knowledge base to find a ready solution to a problem you were experiencing, please feel free to provide your feedback in this thread.

    I went to the site but did not see what was advertised in this thread.



    Did you know you can now reach the community team by filing a community ticket through our support site? It's true! You can now reach myself, and other members of the community team in the same way you would reach any other support staff!

    I saw no place to file a ticket through the support site, it only directs you back to this one.

    Or maybe, just maybe, you have some awesome feedback but are too shy to post it on the forums for fear of being trolled by other members of the commu re nity!

    I saw no place to post STO feed back in the forum, when you click on the STO forum thread it just redirects you to return to this site. It does have a mixed and matched community support tab, but all questions for all games are being asked questions of.

    Well, now you can file a community ticket!

    I saw no way to file a community ticket on the support site, I attempted to start a ticket and it sent me back to this site.
    Again, please feel free to leave your feedback below.

    Thanks,

    Stormshade

    So I have to say the support site gets a low grade from me, the only thing that seemed to be a support site helpful feature as advertised was the Online Billing Support.

    Thank you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited October 2010
    the billing support is helpful and very good, the fixers and devs suck, they all should be fired.

    i know sounds harsh but its true, the customer service people are awesome. and deserve raises. the devs or fix it people dont have a clue as to how to fix anything, they seem to know how to break what isnt broken. they broke my debit card and kept claiming they working on it closed ticket an gave me a computer generated ticket. know after a week of this i used same card for pay pal went through in less then a minute. other people are having problems with lifetime memberships logging into there accounts. its unbelieveable. you cant talk to a supervisor to complain about the devs being terrible. i called atari in nyc and left a phone message with some guy last week and didnt get a responce.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    OMG.... I have been waiting for this forever... I am so glad you guys have that option on the Test Tribble Shard.. It can't make it to the Holodeck fast enought................

    :D "GREAT JOB GUYS "SHOUT OUT" :D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    Galaxicat wrote:
    So far the support system is beyond poor.

    In fact, I have put in two tickets thus far about the forum warnings here and mysteriously vanishing posts of mine only to have those tickets closed before they were resolved. In fact I wished to escalate them, so I sent in a ticket asking what happened and was told I could still reply -- But that ticket was also closed so I couldn't reply to it either.

    So either the support system is wonky, or the community reps here play fast and loose with the rules when it comes to tickets about themselves and shut down said tickets so they cannot be escalated.

    I just filed a ticket through the site, and it seems something similar happened. It appears that this ticket was immediately automatically answered and "resolved," and I am unable to edit it. While the ticket claims that someone will read it, or that it will be directed to the proper source, I am dubious as to the truth those claims. I would say that if Atari is in charge of the website support, and Cryptic in charge of tickets from in game, that is a disaster.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    more apologies
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    StormShade wrote:
    Hi everyone!

    Now that you've all had some time to utilize the new tools available on our new revamped support site, we'd like to know what you all think of the improvements we've made!

    So, if you've filed a ticket through the new support site, utilized the live chat feature to sort a billing issue, or searched our knowledge base to find a ready solution to a problem you were experiencing, please feel free to provide your feedback in this thread.

    If you've not had a chance to use the new site, but have a related question to ask, please feel free to post that here as well.

    Also, while I'm talking about the new support site...

    Did you know you can now reach the community team by filing a community ticket through our support site? It's true! You can now reach myself, and other members of the community team in the same way you would reach any other support staff!
    • Want to dispute that forum infraction I gave you last night for calling that other poster a meany poopy jerk face?
    • Wonder why the community team closed down that thread you just posted in that hadn't seen any activity since Adam first started dating Eve?
    • Maybe you have a question about our moderation policies, because you want to make sure you never get banned from the forums!
    • Or maybe, just maybe, you have some awesome feedback but are too shy to post it on the forums for fear of being trolled by other members of the community!

    Well, now you can file a community ticket!

    Again, please feel free to leave your feedback below.

    Thanks,

    Stormshade
    putting something else here
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    hi sorry having game issues difficult issues
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    Did you go to the Live Chat support feature and talk to anyone there? I don't see any indicaiton of that in your 3 rage posts.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    Cosmic_One wrote: »
    Did you go to the Live Chat support feature and talk to anyone there? I don't see any indicaiton of that in your 3 rage posts.

    yes again sorry thats only billing support
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    yes again sorry thats only billing support

    removed my irrationality
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    if an adminitrator could remove this it would be appreciated,
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited November 2010
    Galaxicat wrote:
    So far the support system is beyond poor.

    In fact, I have put in two tickets thus far about the forum warnings here and mysteriously vanishing posts of mine only to have those tickets closed before they were resolved. In fact I wished to escalate them, so I sent in a ticket asking what happened and was told I could still reply -- But that ticket was also closed so I couldn't reply to it either.

    So either the support system is wonky, or the community reps here play fast and loose with the rules when it comes to tickets about themselves and shut down said tickets so they cannot be escalated.

    4 things:

    1) I personally responded to your first ticket several days ago. I've also personally placed it back into the "CS Replied" state so you may reply to it again.

    2) Your second ticket was regarding your first ticket, which is why it was closed.

    3) Once a CS/Community Rep Responds to a ticket you have a couple of days to respond before we consider the issue resolved.

    4) No moderator or OCR on these forums will review disputes regarding infractions they give out. I review disputes which which were given out by our moderation team, and either another OCR, or my supervisor reviews infractions given by me.

    So, I think it's fair to say we don't play fast and loose with the rules.

    Thanks,

    Stormshade
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited December 2010
    StormShade wrote:
    4 things:

    1) I personally responded to your first ticket several days ago. I've also personally placed it back into the "CS Replied" state so you may reply to it again.

    2) Your second ticket was regarding your first ticket, which is why it was closed.

    3) Once a CS/Community Rep Responds to a ticket you have a couple of days to respond before we consider the issue resolved.

    4) No moderator or OCR on these forums will review disputes regarding infractions they give out. I review disputes which which were given out by our moderation team, and either another OCR, or my supervisor reviews infractions given by me.

    So, I think it's fair to say we don't play fast and loose with the rules.

    Thanks,

    Stormshade

    GMD responded to my request for a reversal of infraction points as per your recommendation. Sadly his response did not address my argument principle at all but simply informed me that others cant see the points and reversed one (by the person who issued it without any of this hoop jumping) will still be there but not count. Moreover he closed the ticket without affording me any opportunity to respond to his post.

    As far as the Online Help goes, well, I purchased all the items for the last Fed pack because I did not see the pack listed. After all I try to support you guys as much as possible and buy everything in the store on top of my LtS and several full price retail key licenses and that does not even count the hundreds of dollars I spent on setting up a fleet domain and other community support services but I digress again...

    Anyway once I discovered the pack, a mere five minutes later, I decided to use the live service to ask for the package price and see what would happen. After about forty minutes of dealing with someone who was clearly over burdened, the official response was "we can't do that nor can we refund you the item prices". I was was not told the reason why this was so. I was simply given a polite sorry nothing I can do brush off. Consequently, I can only assume there is marketing genius somewhere in the mix behind the scenes. Now with that said, I really did not care about the money as it only a couple dollars. I simply wanted to see what type of experience I would have using the new service.

    On a side note, I was not aware you worked for a GM as the CM for the forums.
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