Difference between revisions of "Support"
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**If the nature of the ticket requires assistance from the '''administrative staff''', then the ticket will be forwarded to them, where you will need to allow at least another '''48-72 hrs''' for the admins to sort the issue. | **If the nature of the ticket requires assistance from the '''administrative staff''', then the ticket will be forwarded to them, where you will need to allow at least another '''48-72 hrs''' for the admins to sort the issue. | ||
===Keeping Track of Ticket=== | ===Keeping Track of Ticket=== | ||
| − | #You will be sent a '''email''' when you post a support | + | #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 | #*You will be able to view your ticket and it's status with a link in the email | ||
#*Be sure to check your '''Junk/Trash bin''' for the email, it often ends up there the first time | #*Be sure to check your '''Junk/Trash bin''' for the email, it often ends up there the first time | ||
Revision as of 03:32, 1 September 2014
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Our staff of CSR's and administrators take every measure possible to help resolve all issues.
Krafties CSR
- CSR stands for Customer Service Representative. Their job is to help and advice players.
- 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
If you are in need of assistance/technical support with any of your Krafties items/pets, please ask for a CSR in the Krafties Official chat group. You can also see which CSR is online at the main staff online board located at the front of the Main Store on the Krafties sim. Please feel free to IM them directly if you require assistance.
Support Tickets
If you cannot reach an online CSR- please fill out a ticket.
- Tickets are initially answered within 24-48 hours of being submitted.
- The time it takes for them to sort it depends on the nature of the issue and the amount of tickets they have in their queue.
- If the nature of the ticket requires assistance from the administrative staff, then the ticket will be forwarded to them, where you will need to allow at least another 48-72 hrs for the admins to sort the issue.
Keeping Track of Ticket
- 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
- Be sure to check your Junk/Trash bin for the email, it often ends up there the first time
- If your ticket has been "closed" (been answered) but your issue has not been solved, do not post a new ticket
- just reply to your old one if its the same issue, in order to re-open the ticket.