Difference between revisions of "Support"
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| Line 25: | Line 25: | ||
#Click the '''"Open New Ticket"''' | #Click the '''"Open New Ticket"''' | ||
#Fill the ticket with the required information | #Fill the ticket with the required information | ||
| − | #*Your '''Full SL name''' ( | + | #*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 | #*Your '''email address''' so you can keep track of the ticket | ||
#*Topic of ticket, '''Billing''' or '''Support''' | #*Topic of ticket, '''Billing''' or '''Support''' | ||
| Line 38: | Line 38: | ||
#If your ticket has been '''"closed"''' (been answered) but your issue has not been solved, '''do not post a new ticket''' | #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. | #*just '''reply''' to your old one if its the same issue, in order to '''re-open''' the ticket. | ||
| + | #If you have filled out a ticket and you have not "received a response", please check your spam folder as it may be there. Also, please keep in mind that we are dealing with technology, so there could be a chance that the e-mail did not reach you. No need to worry. Please feel free to IM Doroteya Resident inworld to ask about the status of your ticket. | ||
=See Also= | =See Also= | ||
*[[Krafties Official Products]] | *[[Krafties Official Products]] | ||
{{Technical}} | {{Technical}} | ||
Revision as of 11:45, 30 May 2015
Our staff of CSR's and administrators take every measure possible to help resolve all issues.
Support
- 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.
- 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.
- Support Tickets
- If there are no CSR's available in chat or via the online board on the sim, which does happen from time to time, 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
- 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 5 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. 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.
Posting a Ticket
- Go to the Support on the Krafties Website
- Click the "Open New Ticket"
- 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
- Submit the Ticket
Keeping Track of Ticket
- If you save the Ticket Number, then you can always find it again through the ticket site
- 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.
- If you have filled out a ticket and you have not "received a response", please check your spam folder as it may be there. Also, please keep in mind that we are dealing with technology, so there could be a chance that the e-mail did not reach you. No need to worry. Please feel free to IM Doroteya Resident inworld to ask about the status of your ticket.