How to get your support ticket read & handled properly
 

I see a lot of people commenting about how the response times at the support center is really poor, and I've never really experienced this over a pretty high volume of tickets. Either I'm doing something right or you guys are doing something wrong, so maybe this can help.

Disclaimer: I am not staff and no one asked me to write this. Anything I put here is not official and only represents my experiences and knowledge of how this all works.


Filling out the fields properly
http://puu.sh/iss9A/2993c3b505.png

Not shown in the above screenshot is your email. If the email you've registered to the support center with is not your account email, you should consider making them the same. Maybe it will help assist you in a faster way if you fail to mention your account details.

Department: It is extremely important to fill this out correctly. The support center is used by many staff members. It is not specific to iClassic, for example. If your issue pertains to iClassic, you need to select "Classic" here. Having to reassign your ticket will surely add time to the response.

Priority: While this one probably has little impact, there are ways to use it accordingly.

Examples of a high priority issue:

• Someone is giving out your personal information
• Someone has somehow hacked or accessed your account

Examples of a low priority issue:

• Asking for information about the game
• Anything that is not time sensitive

In the majority of cases, you should probably leave this as the default.

Subject: It's important to summarize your issue clearly.

Good examples:

• A player is giving out my personal information
• Proof of {guild} lag blocking at towers
• Disputing ban ID #{ID}

Staff will immediately know the contents of your ticket based on the subject line. This can improve the response time.


Keeping tickets concise
Staff probably do not want to read your 2000-word essay on how a player has been harassing you. You should try to keep your ticket as straight to the point and clear as possible.

Use newlines between blocks of text so that they can read your ticket easier. There is also a BBCode bar:
http://puu.sh/issZn/4ac7bc8281.png

If your ticket does require a lengthy body, try to bold or set apart the most important parts, like proof, questions you require answered, etc.

At the bottom of the textarea in the screenshot above, you can see that you can attach files (such as screenshots). Use this rather than posting links. Staff don't want to go to third-party websites to assist you. They don't want to be going to any shady short URLs, getting malware, etc.

Another thing you need to consider is including your account email address, your feedback ID, or some other form of identification so the staff immediately know who they are talking to. Waiting for them to ask for it is just going to make the process longer.


Including proof when necessary
I've made several requests to have particular players banned, to have certain guilds punished for cheating, etc. Many of them seem to have succeeded, and all of them included some form of proof to support my claim.

Examples of how you can prove your claim:

• Include screenshots of the player harassing you
• Get a screen recorder to record any players hacking or any guilds that are cheating

When disputing a ban, it's probably difficult to prove that you weren't doing what you are currently banned for. To my knowledge, GPs must have some form of proof before banning a player. However, sometimes this isn't the case.

If you are disputing a ban and have no proof to support that you were wrongly banned, try to mention any supporting details. For example, what were you doing during the time of the ban? Do you know who could have possibly made a false report on you and why? Are you aware that there is some staff member who's got it out for you? Have you never been banned before? Were you ever warned? Were you laggy at the time? Answering questions like this upfront will make your ticket more convincing and potentially cut down on the replies required to handle the case.


Knowing when to stop
As soon as you get a reply thanking you for your report or informing you that your ban will not be overturned, you need to leave it at that. The only scenario where I would continue to press the issue is if you come across some further proof that could support your ticket, in which case you need to refer back to the section above.

Not only will spamming feedback, reports, and the support center get you ignored and put in a bad position in future cases, but it can probably even get you banned.

Something you have to accept is that staff are generally going to accept the words of a GP over the word of a player. If the GP has some convincing proof that you did something and you have some equally convincing proof that you didn't, it's unlikely that your ban will be overturned.


Making this work
I'm not going to post any reports or disputes, but here are two brief examples.

http://i.imgur.com/NIGH6mE.png
I ask for basic information, keep the ticket as short as possible, and state my question clearly on a newline.

http://i.imgur.com/xTXYTwj.png
I make a simple support request, keep the ticket as short as possible, provide additional information under the expectation that it may be asked for.

As you can see, both tickets were handled entirely with a single reply and in a matter of hours. I have many more that have similar turnaround times, but I'd rather not share them for obvious reasons.


Summary

1. Be sure to assign your ticket to the correct department and include a very clear and appropriate subject line
2. Get to the point of your ticket as briefly as possible and format it in a way that is easy to read
3. Include forms of player identification so that staff know who you are if it's necessary
4. Don't expect much success out of most report or dispute claims unless you're able to provide some form of proof in the form of screenshots, videos, information, etc.

Very helpful; must spread.

There was once a case where I just copy-pasted a ticket from my friend and got my desired result, and then used the same ticket again to help my brother and also got the desired result. The ticket was 400+ characters long.

Wow... none of this is accurate whatsoever.

Pretty much self explanatory to me.

Can I get a guide to breathe pls

Instructions unclear, Got my account banned for sending nudes

This is extremely useful, well done.

i hate the support ticket thing I want a level that looks like a court room where witnesses would be questioned and their would be a judge and the two sides.

Too many to handle for that to occur BUT you can role-play and decide to do that.

Yes and we elect the governor of Onnet town and he appoints the judges and the judges. And.. if all 9 judges gather together by the sacred statue and all type in "unstick me" at the exact same time at 9:00pm on a Sunday then they shall be warped into the sacred island of power where they can all activate their unique color-coded power rings. If all 9 judges activate the rings on this island, they can summon Rufus. If all 9 judges manage to beat Rufus in a spar on the island, one of the judges is randomly granted the world seed. The world seed can be activated at any point of time to create a portal which will lead into a blank server. This blank server is unable to produce content unless it is brought over from Classic.

Therefore, the next course of action should be for the nine judges to gather together a massive branch guild and use players to bring content from classic into the new portal. These items should include codes, bushes, furniture, morphs, mounts, bombs, ect.

Once this massive guild brings enough resources to create a firebase in the middle of this world of nothingness, it will probably cause suspicion of Stefan- the Graal god. This is why before he comes, the judges should elect a single judge to grant the title of "grand jury". The grand jury power can only be activated by the transfer (and loss) of each of the other judges powers and title. Once this grand jury has become of full power he will be given a single golden arrow. When stefan appears on the isolate server, the guild and former judges should distract stefan while the grand jury attempts to flank stefan. If he can successfully hit stefan, all of stefan's information will be publicly displayed on the screen for three seconds for everyone to see. This will include location.

The players will then group together in real life, probably in a location like Atlanta, GA. (as long as it hasn't been destroyed by walkers yet).

They will strategize how to make a move to Europe and target Eurocenter (ahem i mean "toon slub"). They will decide the best course of action is to join the United States Navy Air, Land, and Sea special operations team known as SEALs. They will undergo four years of extreme academic work at the Naval academy and succeed as the top 10% in their class. They will go through BUDs training and successfully become Navy Seals. The Grand Jury will use his special powers that transferred into real life to become a high ranking officer capable of making individual and unofficial/undocumented decisions. He will use this to send his team of Graalian Navy Seals over to Europe and track down Stefans whereabouts. They will tactically locate and destroy the target, and then borrow Airforce 1 to transfer the Graal server from Europe to the United States without disrupting connectivity. They will set up the servers in an secret location and then return to their blank server and begin to build a new world, safe from authoritarian rule. Their new server will grow with prosperity and will be free to play without any gralat purchase packs or "GraalOnline+" available.

Then, after successfully building the whole world, they will sell it the to United Nations. The United Nations will use the server as a top secret meeting spot and they will discontinue meeting in person. Eventually the whole world will catch on to the successful nature of this and more nations will join. Eventually, every country will join the UN. After many meetings on this special Graal server, they will decide to unarm the real world of all Class 3+ weapons include nuclear. All wars will end and future disputes will be decided upon spar matches. Every country agrees to this and begins to build their top spar teams. The GST will become a part of the Olympics and will become the #1 Highschool and College sport team in the world.

Eventually worldwide law will announce that it will be illegal to leave your household and you must spend every living second glued to GraalOnline. The world will quickly die out peacefully due to depravation of basic human needs. But its Graal so its acceptable and understandable.

There will be a few who avoid these rules and decide to become survivalist, forming groups and teams. Government made drones will attempt to track down these people, but sometime humanity is just too unpredictable for technology. A very small percentage of humanity will outlast these robots and will rebuild a new era. The world will go from the Graal Era into the Restoration Era. They will eventually discover space and time travel, and they will go back in time to kill Stefan before he could ever every ponder about creating Graal. They will set the world on a better course, and eventually we will all achieve greatness.

Nice guide