Support

From Krafties
Revision as of 08:44, 13 September 2018 by Doroteya (talk | contribs)
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Our Moderators 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 Moderators
    • The Krafties Moderators are made up of volunteers who LOVE playing the game and helping with technical support problems/issues and questions. You can ask for a Moderator in Krafties Official chat, or you can check the Moderators's online board on the Krafties sim to see who is online and available for assistance. You are welcome to directly IM any "online" Moderator for help.
  3. Support Tickets
    • If there are no Moderator's available in chat or via the online board on the sim, which does tend to happen as ALL of the Krafties Moderators are volunteers, please file a ticket at www.krafties.com/support and you will be helped via the ticket system.

The Krafties Moderators

  • Krafties Moderators are here to help with all of your Krafties related questions.
  • You can see the online status of the Moderator members on the "Krafties Moderator Board" on the wall of the Krafties Store.
  • Please send them a message directly, instead of sending it through the online-board (Our Moderators welcome direct Instant Messages)
  • You can also ask in Krafties Official group if a Moderator is available for assistance. Although there may not be any showing as "Online" on the board, they may be watching chat and ready to help.
  • If there are no Moderators on duty (they are all volunteers so it does happen from time to time), the Krafties Official chat group is an EXCELLENT place to ask for help and assistance. Many of our Kraftie players have been around a long time and are always eager to help :)

Support Tickets

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 5-7 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 7-10 days 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.

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. Use capital letters where needed and include the name "Resident" if necessary. PLEASE DO NOT USE YOUR DISPLAY NAME))
    • Your email address so you can keep track of the ticket. All replies will be sent to the e-mail that was provided. If you are using Gmail, please check your spam folder if you have not received a reply from us.
    • 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. 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

Krafties Updates
Krafties API
Support
Tutorials
Terminology / Vocabulary
Krafties Wiki (notecard version)
 
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