This topic is closed

Can't read closed support tickets

3 Replies
falcotron
14 June, 2016, 6:33 PM UTC
  1. Open a support ticket.
  2. Wait 5-9 days for a reply.
  3. Respond, maybe saying, "Thanks, that solves it."
  4. Wait 5-9 days for them to reply again and close the ticket.
  5. Click on the now-green ticket to view their reply.

Expected: the game opens the normal 2-way conversation window between me and Administrator, so I can read what they wrote.

Actual: The game opens a window with just the header "Administrator" and no text, so I have no idea what they wrote, making the entire support process useless. (Of course the first line shows up in the ticket list entry, but the first line is always, "Hello. Thank you for your reply." So, that isn't at all helpful.)

Reproducible: 100%

Workarounds: None. I've quit and relaunched the app, and even rebooted my phone. No effect.

Details: iPhone 6, iOS 8.1.2, game v.1.78.1, "v542.??" at the bottom of the About screen, no crash logs from the game.

Regression: This definitely used to work about a month ago. I assume it broke with the last update, but I can't be sure.

UTC +7:00
1
Alyona Kolomiitseva
Community Manager
15 June, 2016, 7:44 AM UTC
This happens when you reinstall the game. Tickets headers remain, but the content disappears. If you need to know the answer on your ticket, please contact our Support Team once again (but not in Feedback or Gameplay section) and they will send you their reply once again.
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
0
falcotron
15 June, 2016, 2:08 PM UTC

Alyona Kolomiitseva said:


This happens when you reinstall the game. Tickets headers remain, but the content disappears. If you need to know the answer on your ticket, please contact our Support Team once again (but not in Feedback or Gameplay section) and they will send you their reply once again.

I did not reinstall the game.


Meanwhile, I filed this issue with in-game support, and they replied and told me that they've researched it and discovered a bug, but as a workaround, I should set my time zone correctly. Of course my time zone is already set correctly (that's automatic, on an iPhone). So I asked for further information.


And now I can't read _that_ issue, either.


So, it looks like it's not just closing the ticket; it's getting any additional messages beyond the initial reply that makes the entire ticket invisible?


Of course I do need the answer on my original ticket, and on this one if they have anything useful to tell me… so I guess I'll file another ticket asking them to tell me what the replies were for each one. Great support system, guys.
UTC +7:00
0
Alyona Kolomiitseva
Community Manager
16 June, 2016, 7:48 AM UTC
Please check my answer in another topic. Closed as Duplicate.
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
0
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