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Old aRO Forums
The 'Other' Section => AnesisRO Archive => Archive => General Questions => Topic started by: Kairiya on August 08, 2008, 12:02:15 am
Title: Guide to Support Tickets
Post by: Kairiya on August 08, 2008, 12:02:15 am
We understand that during these troubled times, players want to minimize the amount of time that their tickets will be in the queue. This helpful guide will give you ideas as to what we're looking for in a support ticket so that we won't have to ask as many questions! :)
What is a support ticket?
A support ticket is a way to communicate with the Staff if you have a problem that you cannot fix on your own after checking the forums and the FAQ page (http://animusro.wikispaces.com/FAQs+and+Troubleshoot (http://animusro.wikispaces.com/FAQs+and+Troubleshoot)).The Staff generally has a very large box full of tickets, so please be patient if you need to submit one! You can submit a support ticket here: http://www.animusro.com/index.php?p=support (http://www.animusro.com/index.php?p=support)
What should I put in my ticket?
It depends on the type of ticket you are submitting. Here are the general guidelines for the most common types of tickets!
If you wish to have a same-sex marriage, divorce, or unadoption, you should list:
Your username
Your password
The name of your spouse and child (if applicable)
In the case of a same-sex marriage, the username and password of your future spouse (they may also submit a separate ticket with that information)
If you wish to have a name change, sex change, rollback, guild name or leader change, or to move a character to a different slot or account, then:
Please submit a Spend Credit request. You can do this here: http://www.animusro.com/index.php?p=support (http://www.animusro.com/index.php?p=support)
Be aware that if you are a guild leader, then name changes, character moves, and guild name/leader changes cannot be processed until the next scheduled server maintenance! This is to avoid losing control of your guild. You may want to consider breaking your guild if you wish to have your request processed as quickly as possible.
If you have a problem regarding your password, you should list:
Your username, as well as any character names you might remember
The email address that you signed up for the account with
Whether or not you can still access that email address
Any old passwords you may remember
If you have a problem regarding lost items, you should list:
The name of the items lost
How you believe you lost the items
Whether or not anyone else has access to your accounts, and if so, who (no matter who it is, even if you trust them!)
Which account you had the items on last
Any proof of ownership you may have, such as a screenshot or a description of how you got the item
Please remember: DO NOT submit a spend credit request for item recovery until a High GM tells you to do so!
If you have a problem regarding the item shop, you should list:
The date you purchased the item
The transaction ID from Paypal (this should be a very long string of numbers and letters)
If you have a problem regarding harassment in-game, first, read the harassment guidelines (http://www.animusro.com/forums/index.php/topic,23.0.html), and then list:
The in-game name of the person harassing you
A screenshot of the harassment
A screenshot of yourself telling the person to stop
A screenshot of yourself using the /ex or /exall command if they persist, or making some effort to remove yourself from the situation
A screenshot of the continued harassment
Useful information for submitting a ticket
The most effective way to get a ticket answered as swiftly as possible is to include all of the information related to the issue you're having. That will cut down on the number of responses necessary to get all of the information needed. However, if you have a general question, you may want to try the forums - other players may be able to help you find the answer you're looking for!
Keep in mind that we love seeing friendships grow and develop on AnimusRO, but we simply can't discuss other people's cases or tickets with anyone but the person involved. Please urge your friends to submit their own tickets!
Another helpful tip is to not bump your ticket or to create tickets asking about the status of previous tickets; this will only slow down your response time, and it will not make your ticket get an answer any more quickly - in fact, it will simply make it take longer! Also, closing your ticket and opening another one will have the same effect; we know that it's hard to be patient, but leaving the ticket open and waiting really is the fastest way to get it answered after you submit all of the needed information!
Please remember that the Staff are only human, and can only process so many tickets per day. Have patience, be polite, and your ticket will be answered!
Title: Re: Guide to Support Tickets
Post by: Varis on August 08, 2008, 12:18:00 am
1st!
Title: Re: Guide to Support Tickets
Post by: light aura on August 08, 2008, 12:33:35 am
One suggestion I have is putting
Quote
The most effective way to get a ticket answered as swiftly as possible is to include all of the information related to the issue you're having.
Right after
Quote
What should I put in my ticket?
Perhaps worded differently, but I think it'd be important for the person making a ticket to know.
EDIT: Forgot to say that it's a very nice guide. Short, and to the point without getting too wordy.
Title: Re: Guide to Support Tickets
Post by: balam on August 08, 2008, 11:16:02 pm
hope this enhances the procedure >.>
Title: Re: Guide to Support Tickets
Post by: riverfront on September 08, 2008, 11:09:06 pm
Well my question on support tickets is what is the general wait time on a ticket that goes to High GM? My tickets been in for all most a year now an still not getting anywhere last answered back in January. So tell me what is the wait time for it or is there no answer to this at all.
Title: Re: Guide to Support Tickets
Post by: GoddessDigi on October 21, 2008, 04:44:24 pm
Omg wow, a year x.x?
Title: Re: Guide to Support Tickets
Post by: koreanboy on October 27, 2008, 10:51:51 pm
that's wayyy too long i think something is wrong...
Title: Re: Guide to Support Tickets
Post by: DarLah on November 15, 2008, 01:44:24 pm
i made a ticket last 5mos ago.. and GMs doesnt answer it yet /sob
Title: Re: Guide to Support Tickets
Post by: johnalexis18 on November 17, 2008, 10:05:25 am
How about for those who forgot their game account details??
Is there a support ticket to send an e-mail to them?
Title: Re: Guide to Support Tickets
Post by: Kairiya on November 17, 2008, 08:16:28 pm
when is my cousin's support tricket will be reply :< it have been 7-8 months and not yet replied
I've seen it take over a year.. Just wait. Patience is a virtue..which I do not posses, but meh. :3 You should. xD
Title: Re: Guide to Support Tickets
Post by: sinty on March 04, 2009, 08:10:36 pm
^ I think i created one on Feb 20th, and I had a reply asking me a question about the date at hand, but the issue wasnt really resolved and i really dont know if the GMs forgot about mine or are working on the case or w/e. I worry. I never knew it would take that long lol, and my case is especially odd and will likely take forever to resolve.
Title: Re: Guide to Support Tickets
Post by: renegadezero0 on March 28, 2009, 09:51:53 am
ok if u send in the spend credit request, how do u check to make sure it went through?
Title: Re: Guide to Support Tickets
Post by: I_C_U on April 27, 2009, 10:01:10 pm
How long does it usuallt take a support ticket to get reviewed by a high GM? I've had lost items and it went to a high GM and I haven't gotten a response in almost three days!!! I really want my items back ;)
Title: Re: Guide to Support Tickets
Post by: interpower on May 15, 2009, 02:37:51 am
nice ;D
Title: Re: Guide to Support Tickets
Post by: chawick on May 24, 2009, 06:02:13 pm
can you take a look at my ticket please:P ticket id is 13802 hehe, i no i have to wait my turn and i will:P im just trying my luck hehe
Title: Re: Guide to Support Tickets
Post by: balam on May 24, 2009, 06:20:31 pm
remember to not use the shop on reboots /heh
Title: Re: Guide to Support Tickets
Post by: chawick on May 24, 2009, 06:56:45 pm
How long does it usuallt take a support ticket to get reviewed by a high GM? I've had lost items and it went to a high GM and I haven't gotten a response in almost three days!!! I really want my items back ;)
LOL omg..mine has been there for a month and still no recovery has been done...so im forced to buy a new the same gear...but i hope i still recover what ive lost /shy
Title: Re: Guide to Support Tickets
Post by: G-Star on April 19, 2010, 04:53:25 am
good guide for newbies ;)
Title: Re: Guide to Support Tickets
Post by: The_Real_Reaper on April 22, 2010, 06:41:03 am
Where is my old support tickets?
Title: Re: Guide to Support Tickets
Post by: Haine on April 28, 2010, 06:40:29 am
Support tickets are down and will be for several days or weeks. old support tickets are saved.
Title: Re: Guide to Support Tickets
Post by: The_Real_Reaper on April 30, 2010, 07:07:06 am
thanks
Title: Re: Guide to Support Tickets
Post by: sweetangel on May 28, 2010, 05:16:57 pm
support tickets aren't out yet? D: i want to take a card of an equip~ >.<
Title: Re: Guide to Support Tickets
Post by: Seth on May 31, 2010, 12:06:50 am
Yeah i was wishing that it would be soon for the ticket sytstem to be up an running i wanted to roll back and unslot a weap or 2. Sadly it sounds like it's not going to happen any time soon.so i'll just play something else lol i guess until they get it up and going. Hopes for the next week.
Title: Re: Guide to Support Tickets
Post by: Haine on May 31, 2010, 08:26:37 am
Yeah i was wishing that it would be soon for the ticket sytstem to be up an running i wanted to roll back and unslot a weap or 2. Sadly it sounds like it's not going to happen any time soon.so i'll just play something else lol i guess until they get it up and going. Hopes for the next week.
Not any time soon? You should read announcments/other threads, it's been said several times that it should be up tonight or tomorrow night.
Title: Re: Guide to Support Tickets
Post by: Seth on June 01, 2010, 12:26:50 am
Yeah i was wishing that it would be soon for the ticket sytstem to be up an running i wanted to roll back and unslot a weap or 2. Sadly it sounds like it's not going to happen any time soon.so i'll just play something else lol i guess until they get it up and going. Hopes for the next week.
Not any time soon? You should read announcments/other threads, it's been said several times that it should be up tonight or tomorrow night.
Lol most the time when i am reading these forums i'm either beat to death from work and tired as hell or just getting up to go to work.Lol but i'll try a lil harder to look into threads more thanks. Oh and i did read somewhere about the ad transfertool but i can't recall where...is that going to be up with the ticket system as well?sorry if i missed that in the other threads
Title: Re: Guide to Support Tickets
Post by: jujhasaif on June 04, 2010, 02:12:50 am
Am i able to open a support ticket now 'cuz when ever i try to click on the link you have on the top part it gives me an error
Title: Re: Guide to Support Tickets
Post by: Haine on June 04, 2010, 08:32:41 am
Soon. :P
Title: Re: Guide to Support Tickets
Post by: Rawrshak on June 07, 2010, 05:48:10 pm
why is it that when i try to look for the page to submit a spend credit request http://AnimusRO.com/free/spend.php it directs me to a page that is not found because i wish for a name change on the forums could i get some assistance please? and thank you.
Title: Re: Guide to Support Tickets
Post by: Yakusoku on July 04, 2010, 03:15:15 am
Wow, really, when i made my ticket about the nameless island stuck he got to me in a couple of days... I guess i'm one of the lucky ones... :laugh:
Title: Re: Guide to Support Tickets
Post by: rahul_magiya on July 13, 2010, 12:26:35 pm
My Ticket is being on hold not being replied since February. All things are being done and nothing effects yet. and my new scam also no reply since start 2 days response.
Either my first scam case is being happened in Novamber 11th and its yet on pending mode. D: i wanna ask for those too if any1 can help out
Title: Re: Guide to Support Tickets
Post by: Haine on July 13, 2010, 12:34:41 pm
We currently don't have access to any of the previous servers item logs, so we can't process any tickets which require data from them. Talis is supposed to be working on that next/soon.
I'm really not sure how you can get scammed so much though. I mean, shouldn't you have learned your lesson after the first time?
Title: Re: Guide to Support Tickets
Post by: JFLG on August 21, 2011, 03:40:03 pm
Hate to post in here as it's a dead-en but the first post refers to this server as Anthem, just thought you'd wanna change it ;)
Title: Re: Guide to Support Tickets
Post by: G-Star on August 22, 2011, 11:17:37 am
make new topic,,, GM Kairiya isn't there too anymore i guess.
Title: Re: Guide to Support Tickets
Post by: Carlo1994 on July 08, 2013, 02:18:09 am
Can I get a schedule of when you GMs work on support tickets? Cuz i have a ticket thats officially been there for 3 days and its a simple thing, which is changing a kaho sprite. I've provided with all the details and what sprite I would like to change it to, and I find it ridiculous. I know I have to be patient, I understand, but when you've done this a whole crap load of times and it takes a while... it becomes extremely annoying.im not sure if gms get paid or do this voluntarily, but if its voluntary its no excuse to just choose whenever to do it. It shouldn't take more than 3 days, regardless of the amount or busy, you took this "job" knowing the responsibilities. Anyways im sorry for being rude and demanding, it just really really frustrates me not because I dont have my sprite, but the fact it takes 3 days to change a kaho sprite, I mean if no one is willing to answer these support tickets... make an AD shop item where we can change the kaho sprite ourselves. /pif
Just an F.Y.I. im not the only one who feels this way, a lot of the players think this, I just had the ballz to say it
Title: Re: Guide to Support Tickets
Post by: singer of strange songs on July 08, 2013, 03:20:55 pm
Only 3 days for a sprite change and you're posting up walls of text already. LOL.
Title: Re: Guide to Support Tickets
Post by: Carlo1994 on July 08, 2013, 06:12:38 pm