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[[category:Krafties]] | [[category:Krafties]] | ||
− | Our | + | Our staff of CSR's and administrators take every measure possible to help resolve all issues. |
===Support=== | ===Support=== | ||
− | #'''[[Krafties Official Groups|Krafties Official ( | + | #'''[[Krafties Official Groups|Krafties Official (group)]]''' |
− | #*If you have any questions about the game, | + | #*If you have any questions about the game, other [[player]]s or staff members can answer you here |
− | #'''Krafties | + | #'''Krafties CSR''' |
− | #* | + | #*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. |
#'''[http://www.krafties.com/support Support Tickets]''' | #'''[http://www.krafties.com/support Support Tickets]''' | ||
− | #*If | + | #*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 ticekt system.''' |
− | == | + | ==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 Groups|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. | ||
==[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] | ||
− | If you cannot reach an '''online''' | + | If you cannot reach an '''online''' Krafties CSR- '''please [http://www.krafties.com/support fill out a ticket]'''. |
− | * | + | *Tickets are initially answered within '''24-48 hours''' of being submitted. |
− | *The nature of the issue | + | *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 '''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. |
− | + | ===Posting a Ticket=== | |
− | + | #Go to the '''[http://www.krafties.com/support Support]''' on the [http://www.krafties.com Krafties Website] | |
− | + | #Click the '''"Open New Ticket"''' | |
+ | #Fill the ticket with the required information | ||
+ | #*Your '''Full SL name''' (the username) | ||
+ | #*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=== | ===Keeping Track of Ticket=== | ||
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#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 | ||
+ | #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 |
− | + | #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 | ||
#*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= | ||
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*[[Krafties Official Products]] | *[[Krafties Official Products]] | ||
{{Technical}} | {{Technical}} |