Support

Our staff of CSR's and administrators take every measure possible to help resolve all issues.

Support

1. Krafties Official (Krafties "official" chat and support group)
   • If you have any questions about the game, the members of the Krafties community are always willing to help in this chat group. Many of our members have been playing since the games inception, and can offer you help with many question, concerns, and aspects of game play.
2. Krafties CSR's
   • Krafties CSR staff is made up of volunteers who LOVE playing the game and helping with technical support problems/issues and questions. You can ask for a CSR in Krafties Official chat, or you can check the CSR's online board on the Krafties sim to see who is online and available for assistance. You are welcome to directly IM any "online" CSR for help.
3. Support Tickets
   • If there are no CSR's available in chat or via the online board on the sim, which does happen as ALL of the Krafties CSR's are volunteers, please file a ticket at www.krafties.com/support and you will be helped via the ticket system.

Krafties CSR

CSR stands for Customer Service Representative. Their job is to help with technical support issues/questions.

• You can see the online status of the CSR members on the "Krafties CSR Board" on the wall of the Krafties Store.
• Please send them a message directly, instead of sending it through the online-board (else it gets posted in their local chat and might be overlooked)
• You can also ask in Krafties Official group if a CSR is available for assistance

Support Tickets

Please keep in mind that ticket resolution will take slightly longer due to the Holiday season and availability of staff. Ticket turn around times will be approx 10 -14 days during this time.

Tickets are done through the Krafties website

If you cannot reach an online Krafties CSR- please fill out a ticket.

• Tickets are initially answered within 24-48 hours of being submitted.
• The nature of the issue that is being ticketed will determine how long it takes to be resolved.
  • If the issue reported requires assistance from the administrative staff, then the ticket will be forwarded to them, where you will need to allow a minimum of an additional 7-10 days for the admins to sort the issue. The amount of time needed to resolve each ticket will depend on the nature of the issue. There are instances where the ticket will take longer than 10 days to resolve. We ask for your patience during this time. Each ticket is taken case by case, and we apologize for any inconvenience or down time that is a result. We will do our best to close your ticket as soon as possible. You will receive a reply via e-mail once the issue has been sorted.

Posting a Ticket

1. Go to the Support on the Krafties Website
2. Click the "Open New Ticket"
3. Fill the ticket with the required information
   • Your Full SL name (your username entered EXACTLY how it appears in SL. Please do not use your display-name))
   • Your email address so you can keep track of the ticket
   • Topic of ticket, Billing or Support
   • Subject of ticket, try to tell there what the issue is in short (example: "Pet has limited functions")
   • Message should contain all the details of your issue
4. Submit the Ticket

Keeping Track of Ticket

1. If you save the Ticket Number, then you can always find it again through the ticket site
2. You will be sent a email when you post a support ticket (and whenever it has been answered)
   • You will be able to view your ticket and it's status with a link in the email
   • If you have not received a reply to your newly filed ticket - be sure to check your Spam/Junk/Trash bin for the email, it could end up there rather then your inbox. Mark it "not spam" and you will receive all future replies in your inbox.
   • If you still cannot find a reply to your ticket- please IM Doroteya Resident inworld.
3. Tickets that need more information- and we do not receive it- are closed in 3 days. You can re-open the same ticket if you are still in need of support.
4. If your ticket has been "closed" (been answered) but your issue has NOT been solved (it does happen), do not post a new ticket
   • just reply to your old one if its the same issue, in order to re-open the ticket.

See Also

• Krafties Official Products