Difference between revisions of "Support"

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[[category:Krafties]]
 
[[category:Krafties]]
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Our staff of CSR's and administrators take every measure possible to help resolve all issues.
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Our Moderators and Administrators take every measure possible to help resolve all issues.
 
===Support===
 
===Support===
 
#'''[[Krafties Official Groups|Krafties Official (Krafties "official" chat and support group)]]'''
 
#'''[[Krafties Official Groups|Krafties Official (Krafties "official" chat and support group)]]'''
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#*If you have any questions about the game, other [[player]]s or staff members can answer you here
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#*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.
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#'''Krafties CSR's'''
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#'''Krafties Moderators'''
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#*Krafties CSR staff is available to help with all of your technical support issues/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.  
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#*The Krafties Moderators are made up of volunteers who LOVE playing the game and helping with your Krafties questions. You can ask for a Moderator in Krafties Official chat.
 
#'''[http://www.krafties.com/support Support Tickets]'''
 
#'''[http://www.krafties.com/support Support Tickets]'''
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#*If there are no CSR's available in chat or via the online board on the sim, please file a ticket at www.krafties.com/support and you will be helped via the ticket system.'''
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#*If your questions have not been answered and you are still in need of support, please file a ticket at https://krafties.com/site/support and you will be helped via the ticket system.'''
  
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==Krafties CSR==
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===The Krafties Moderators===
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:'''CSR''' stands for '''Customer Service Representative'''. Their job is to help and advice players.
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:*Our Krafties Moderators are volunteers who are here to help with all of your Krafties related questions.
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:*You can see the '''online status''' of the CSR members on the '''"Krafties CSR Board"''' on the wall of the [[Krafties Store]].
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:*The Krafties Official chat group is where you can visit to ask for a moderator.
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:*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)''
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:*If you are not able to get help in our Official chat group, please file a support ticket at https://krafties.com/site/support. Tickets are initially answered within 24-48 hours of the ticket being submitted.
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:*You can also ask in [[Krafties Official Groups|Krafties Official]] group if a CSR is available for assistance
 
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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.
 
  
 
==[http://www.krafties.com/support Support Tickets]==
 
==[http://www.krafties.com/support Support Tickets]==
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 +
 
:;Tickets are done through the [http://www.krafties.com Krafties website]
 
:;Tickets are done through the [http://www.krafties.com Krafties website]
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If you cannot reach an '''online''' Krafties CSR- '''please [http://www.krafties.com/support fill out a ticket]'''.  
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If you cannot reach an '''online''' Moderator - '''please [http://www.krafties.com/support fill out a ticket]'''.  
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*Tickets are initially answered within '''24-48 hours''' of being submitted.  
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*Our goal is to '''initially''' answer support tickets within 48-72 hours of them being submitted. There will be times where it may take a few extra days, we apologize for any inconvenience.  
 
*The nature of the issue that is being ticketed will determine how long it takes to be resolved.
 
*The nature of the issue that is being ticketed will determine how long it takes to be resolved.
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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 an additional '''3-5 days''' for the admins to sort the issue. The time frame is an approximation, as each ticketed issue is taken case by case, and some situations might need extra time to sort. We will do our best to get your close your ticket as soon as possible.
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*"Most" tickets should be resolved within 7-14 days of initially being answered. There are instances where the ticket will need to go to the "Admin Dept", where it can take longer (approx 3-4 weeks after the Admins receive the ticket)- depending on the details of the issue. You will be notified in your ticket approximately how long it will take to resolve your issue/close your ticket. We ask for your patience during this time.
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===Posting a Ticket===
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*'''Please note''' that each ticket is carefully looked at and resolved case by case, and we apologize for any inconvenience or down time that is a result. There will be times when tickets are submitted, and extensive research/troubleshooting will have to go into resolving the issue. We ask for your patience during down time, it is our goal to get you up and running again as soon as we possibly can. You will receive a reply via e-mail once the issue has been sorted.
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#Go to the '''[http://www.krafties.com/support Support]''' on the [http://www.krafties.com  Krafties Website]
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Hi i have been gone for 7 years and i been loking in lostand found folder i cant fine my home tempels and big tempels i bort long time ago from the store it self. i have done every thing emty every thing from my lost and found nuffing  cleare inventory cashes and all nuffing. is there anny way of support so i can get new ones :(. i know kraftie shud have all the id's as i borth them from kraftie store on kraftie land. igatso xaris
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#Click the '''"Open New Ticket"'''
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#Fill the ticket with the required information
 
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#*Your '''Full SL name''' (the username)
 
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#*Your '''email address''' so you can keep track of the ticket
 
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#*Topic of ticket, '''Billing''' or '''Support'''
 
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#*'''Subject''' of ticket, try to tell there what the issue is in '''short''' (''example:'' "Pet has limited functions")
 
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#*'''Message''' should contain '''all the details''' of your issue
 
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#Submit the Ticket
 
 
===Keeping Track of Ticket===
 
===Keeping Track of Ticket===
 +
#You will be sent an '''email''' when you post a support ticket (and whenever it has been answered)
 +
#*'''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 (we have noticed this happening with Gmail accounts). 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.
 
#If you save the '''Ticket Number''', then you can always find it again through the ticket site
 
#If you save the '''Ticket Number''', then you can always find it again through the ticket site
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#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
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#*Be sure to check your '''Junk/Trash bin''' for the email, it often ends up there the first time
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#We ask that you provide requested information as quickly as possible so we can resolve your ticket as soon as possible.
−
#If your ticket has been '''"closed"''' (been answered) but your issue has not been solved, '''do not post a new ticket'''
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#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.
 +
#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.
 
#*just '''reply''' to your old one if its the same issue, in order to '''re-open''' the ticket.
  
 
=See Also=
 
=See Also=
 +
;Krafties Updates
 +
*[[Current Version]]
 +
*[[Krafties Change Log|Change Log]]
 +
*[[Known Issues]]
 +
;[[:Category:Krafties API|Krafties API]]
 +
*[[Krafties Scripting API]]
 +
*[[Krafties Energy API]]
 +
;[[Support]]
 +
*[[Troubleshooting]]
 +
**[[FAQ]]
 +
*[[Krafties Official Groups]]
 +
*'''[http://krafties.com/support/ Tickets]'''
 +
;[[:Category:Tutorials|Tutorials]]
 +
*[[Finding the ID|How to find the #ID of creatures/temples?]]
 +
;[[Terminology]] / [[:Category:Vocabulary|Vocabulary]]
 +
;[[Krafties Wiki (notecard version)]]
 
*[[Krafties Official Products]]
 
*[[Krafties Official Products]]
 
{{Technical}}
 
{{Technical}}

Latest revision as of 11:50, 19 November 2023

Our Moderators and Administrators take every measure possible to help resolve all issues.

Support[edit]

  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 Moderators
    • The Krafties Moderators are made up of volunteers who LOVE playing the game and helping with your Krafties questions. You can ask for a Moderator in Krafties Official chat.
  3. Support Tickets
    • If your questions have not been answered and you are still in need of support, please file a ticket at https://krafties.com/site/support and you will be helped via the ticket system.

The Krafties Moderators[edit]

  • Our Krafties Moderators are volunteers who are here to help with all of your Krafties related questions.
  • The Krafties Official chat group is where you can visit to ask for a moderator.
  • If you are not able to get help in our Official chat group, please file a support ticket at https://krafties.com/site/support. Tickets are initially answered within 24-48 hours of the ticket being submitted.

Support Tickets[edit]

Tickets are done through the Krafties website

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

  • Our goal is to initially answer support tickets within 48-72 hours of them being submitted. There will be times where it may take a few extra days, we apologize for any inconvenience.
  • The nature of the issue that is being ticketed will determine how long it takes to be resolved.
  • "Most" tickets should be resolved within 7-14 days of initially being answered. There are instances where the ticket will need to go to the "Admin Dept", where it can take longer (approx 3-4 weeks after the Admins receive the ticket)- depending on the details of the issue. You will be notified in your ticket approximately how long it will take to resolve your issue/close your ticket. We ask for your patience during this time.
  • Please note that each ticket is carefully looked at and resolved case by case, and we apologize for any inconvenience or down time that is a result. There will be times when tickets are submitted, and extensive research/troubleshooting will have to go into resolving the issue. We ask for your patience during down time, it is our goal to get you up and running again as soon as we possibly can. You will receive a reply via e-mail once the issue has been sorted.

Hi i have been gone for 7 years and i been loking in lostand found folder i cant fine my home tempels and big tempels i bort long time ago from the store it self. i have done every thing emty every thing from my lost and found nuffing cleare inventory cashes and all nuffing. is there anny way of support so i can get new ones :(. i know kraftie shud have all the id's as i borth them from kraftie store on kraftie land. igatso xaris

Keeping Track of Ticket[edit]

  1. You will be sent an email when you post a support ticket (and whenever it has been answered)
    • 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 (we have noticed this happening with Gmail accounts). 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.
  2. If you save the Ticket Number, then you can always find it again through the ticket site
    • You will be able to view your ticket and it's status with a link in the email
  3. We ask that you provide requested information as quickly as possible so we can resolve your ticket as soon as possible.
  4. 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.
  5. 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[edit]

Krafties Updates
Krafties API
Support
Tutorials
Terminology / Vocabulary
Krafties Wiki (notecard version)
 
Retrieved from "https://krafties.com/wiki/index.php?title=Support&oldid=19797"