Support, Tickets

10 Replies
Plagatus
20 February, 2017, 9:39 PM UTC

Sooooo... Plarium has outsourced support to Zendesk, which seems to be having some difficulty managing a ticket system. (https://plariumsupport.zendesk.com/hc/en-us/articles/115000759665-Technical-difficulties-at-Help-Desk).


Isn't that a big - HUGE - part of what Zendesk does??? How could they possibly screw that up?


If I was Plarium, I would be rather disappointed in Zendesk's performance and wonder whether that was money well spent.



UTC -5:00
Mick13000
21 February, 2017, 1:38 AM UTC

I did not know that this part of Plarium was outsourced, but, from an IT perspective, a lot of companies do this. The Service Level Agreement (SLA) should have been written by both parties and submitted to a board of both parties for review. For example:

Plarium-Show definitive proof of Help Desk ticketing system to include computer software (application used to track tickets) Include point of inception of ticket-from issue to cause to resolution.

Zendesk-with Plarium support engineers, creates "fail-safe" tickets and watche how ticket(s) flow in to Zendesk help desk, and tracked.


Basically after a "paper flow" and round table discussion(s), the two parties agree on a SLA (Service Level agreement). Both parties know "exactly" what hardware, software and infrastructure will be in place to support Plarium and, ultimately, for Zendesk to be paid.

Metrics: A huge part of SLA's are metrics! How many tickets did you respond to in 24 hrs, 1 day, 7 days..etc..

Plarium to Zendesk-can you graph which area we need to address-failed logins, loss of items, loss of drachs etc.? There should be categories implemented from Plarium to Zendesk: Show us "x"..show us "days logged in" etc..

Given the size of Plarium and Zendesk companies and the type of SLA that needs to be drawn up-it is probably a miscommunication between both parties (if in fact Zendesk has the contract) as to what they have to support.

Again, back to the round table and paper flow of incidents/tickets-I really can't hammer this home any further-sometimes we (I) have discussions with my clients (video teleconference etc..) for days on each and every process until both parties see "exactly" where "each" is causing a break in the chain of support

Hope they get it straightened out-it is a monumental effort on  both sides to do it correctly so that the customer doesn't get left in the dust.

UTC +5:00
Plagatus
21 February, 2017, 3:47 AM UTC

I didn't know it had been outsourced until today when I went looking for a place for someone else to submit a ticket and couldn't find it. When I had previously submitted tickets of my own, which was not that long ago, I hardly found it easy to navigate to but at least I got there in the end. Now? There simply is no place to do it. It all should have been ironed out before the Zendesk-supported system went "live."

UTC -5:00
Alyona Kolomiitseva
Community Manager
21 February, 2017, 11:02 AM UTC

Hi, Plagatus!

First of all I'd like to inform you that Support was not outsourced. Support Team is still a part of Plarium and still located in Lviv, Ukraine. Same people work there, and the only difference is that they don't use the old ticket managing system. They are now using ZenDesk.

Nothing will be changed for players though. You will still be able to contact our Support Team (just using another link now), and you will still receive their help. Our Support workflow won't be changed 
Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
UTC +2:00
Plagatus
22 February, 2017, 7:44 PM UTC

Alyona Kolomiitseva said:


... the only difference is that they don't use the old ticket managing system. They are now using ZenDesk.Nothis will be changed for players though. You will still be able to contact our Support Team (just using another link now), and you will still receive their help. Our Support workflow won't be changed 

Hmmm. Well, the fact remains that the ticket system is still not working - i.e. I cannot navigate to a ticket submission page/form. It's either extremely well-hidden or the Help Desk is still experiencing what can only be described as CATASTROPHIC "Technical Difficulties" (and I assure you that the complete lack of a functional ticketing system is CATASTROPHIC to players seeking support).

The only thing that HAS changed since my initial post(s) is that the Zendesk.com page that I linked to above, as well as my comments there, have disappeared forever into the ether.

UTC -5:00
Alyona Kolomiitseva
Community Manager
23 February, 2017, 10:09 AM UTC

Plagatus said:



Hmmm. Well, the fact remains that the ticket system is still not working - i.e. I cannot navigate to a ticket submission page/form. It's either extremely well-hidden or the Help Desk is still experiencing what can only be described as CATASTROPHIC "Technical Difficulties" (and I assure you that the complete lack of a functional ticketing system is CATASTROPHIC to players seeking support).

The only thing that HAS changed since my initial post(s) is that the Zendesk.com page that I linked to above, as well as my comments there, have disappeared forever into the ether.

We have currently removed the ticket submit form from the main page. But you can find it by this link: https://plariumsupport.zendesk.com/hc/en-us/requests/new. Also, if you open any article on Support page, you can find this link there: https://www.screencast.com/t/ULuXHKtbaKGM

Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
UTC +2:00
Jreillyjpr
1 March, 2017, 3:37 PM UTC

Alyona -


I now have the link you have posted here.  But where is this found on the Plarium Support Center menus?  In fact, I see no menus, only game choice for knowledge base.  answers make many references to submitting a ticket at the help desk.  but no where can i find the link to the help desk.


UTC +7:00
Xena
Moderator
1 March, 2017, 11:20 PM UTC

Jreillyjpr said:


Alyona -


I now have the link you have posted here.  But where is this found on the Plarium Support Center menus?  In fact, I see no menus, only game choice for knowledge base.  answers make many references to submitting a ticket at the help desk.  but no where can i find the link to the help desk.


Hello Archon,

That is the link for Support Center from now on: https://plariumsupport.zendesk.com/hc/en-us/requests/new

This page opens: http://prntscr.com/eevv4y

You click here http://prntscr.com/eevvh7 and choose from one of the categories listed below http://prntscr.com/eevvow

For example if you choose to report a bug you will get this form to fill in: http://prntscr.com/eevvow

And when you are done you click Submit at the left end of the page http://prntscr.com/eevw8a


Warrior Princess
UTC +2:00
Mal
6 May, 2017, 12:43 PM UTC
I put in 2 report tickets still no reply,there is no support techs
UTC +5:00
Alyona Kolomiitseva
Community Manager
8 May, 2017, 11:15 AM UTC
Mal said:

I put in 2 report tickets still no reply,there is no support techs
Hi! Please be aware that it may take up to a few days to receive a reply. Please be patient.
Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
UTC +2:00
Alyona Kolomiitseva
Community Manager
10 May, 2017, 9:29 AM UTC
Mgiletly, a warning for profanity.
Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
UTC +2:00
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