For those who haven't noticed yet, when you create a support ticket you can now select a category to fit into so we know where to focus our attention first as well as a priority rating. The categories should be pretty self-explanatory, just ask here if you don't know what one means, but the priority selection has so far been misused quite a bit, so I'm going to give a quick rundown of it all for you.

Urgent priority means things that, as is said, must be dealt with immediately. This means:

  • deleting giveaways which have not ended
  • scam links
  • piracy (direct links to an Indie Gala gift page, for example)
  • widespread trolling douchebaggery, etc.

It does not mean:

  • unban requests
  • rerolls
  • adding new games to the list
  • deleting giveaways that are already closed
  • submitting bundle key reports

I appreciate that these may seem urgent to you, but they can, frankly, wait a little longer.

Thank you for your understanding, and your patience with the time Support can take sometimes. We're getting through the backlog slowly but surely.

12 years ago*

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o thats cool when was that implamented?

12 years ago
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Just last night.

12 years ago
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This thread should be linked in the message below the priority list, since some might miss this thread.

Edit: And make that in RED text to be noticed!

12 years ago
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Thanks for the info, I'll be sure to make any of mine urgent from now on.

12 years ago
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if you get banned ;D

12 years ago
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That are good news :)

12 years ago
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Priority won't be abused. We can edit priority and so can the user. If it's abused, we'll ban the user from Support. Don't worry. Please stop commenting with this concern.

Edit: The multiple comments that were removed was not an act of censorship, it was merely so that people could see my comment addressing the non-issue regarding the "Urgent" option when it comes to support. Please do not be concerned about anyone abusing Support. They can be banned from Support just as well.

12 years ago
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thats good to hear:)

12 years ago
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do you need any more help i havnt any experience but im a quick learner?:)

12 years ago
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We are fine on mods.

12 years ago
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We could do with a couple of more processors for lokobot.

12 years ago
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mines gonna blow anyday so cant help you there

12 years ago
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"scam links"

Does it includes referrals and (for puzzle giveaways) leaking, posting answers, suggesting hints, or directly linking to the prize/giveaway?

12 years ago
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Yes.

12 years ago
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Thanks Jade for the heads up :-)

12 years ago
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Deleted

This comment was deleted 2 years ago.

12 years ago
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Hmm.. I don't see "Hello" category xD

12 years ago
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Under which one goes reports of users who have created a giveaway for a game they've won on the site and stuff like that?

12 years ago
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That would be "Winner Regifting or Not Redeeming."

12 years ago
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I was talking about the priority of it, but it's probably just normal.

12 years ago
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Oh, okay. In that case, it depends on if the giveaway is open or closed. Open is urgent, closed is not.

12 years ago
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Should the user reports still be gathered under single ticket and temporarily marked as urgent, if reporting an user that has an open giveaway?

12 years ago
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If it's a ticket like yours, no. We can't search through ten gagillion reports for the one urgent one. Please make a new ticket.

12 years ago
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i just submitted a ticket. Ban Alisama. Urgent.

12 years ago
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That's funny, AliSama made the same ticket about you. I think I should ban you both and everyone you know.

12 years ago
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can I submit a ticket against you? I don't like your avatar.

12 years ago
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This made me laugh xD

12 years ago
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It's at least "inappropriate behaviour" to change your avatar that often.

12 years ago
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as long as he goes down with me i am good.

12 years ago
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That is a great addition. What happens to the already opened ones?

12 years ago
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I believe you can edit the tickets to add categories to them, but otherwise they'll remain as they were before.

12 years ago
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Confirmed. You can edit support tickets and add/change Priority/Category on old tickets.

12 years ago
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Indeed it works and I've added category in one support ticket I had open. :)

12 years ago
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Can there be a "Thank you support" tier to the support. Sometimes we wanna say how awesome things are going.

12 years ago
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Just use Other for that. ;)

12 years ago
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Yesterday I made a ticket, for receiving a gift key that was already used. I chose category Other and priority Normal. Should I have chosen something else?

12 years ago
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I'd say Incorrect Game Data, I think. I'll talk with the others later. Might be a new category would be useful to clear that up.

12 years ago
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"widespread trolling douchebaggery, etc."

Serious question: What do you mean by that? What degree of douchebaggery are we talking about?

Also, thanks for the heads-up.

12 years ago
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Unrelenting spammy, aggressive, insulting arsewipes. You'll know them when you see them. I'd link you to an example, but the worst examples all had their threads outright deleted because they were that annoying.

Edit: Ah, here's one example of being an asshat enough to warrant an urgent priority.

12 years ago
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I get the picture now, thanks, although this point alone might clog up the "urgent priority" category. ;)

12 years ago
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Thanks for the heads up, Jade. Let's see if I need it ;D
EDIT: btw: would a begging thread (example) count as urgent or normal?

12 years ago
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Normal. They just usually dig themselves a deeper grave while we get around to it.

12 years ago
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No support category for questions? D'awww.

12 years ago
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Use (Other) for common questions.

12 years ago
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It is urgent that I get a hug!

12 years ago
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/hug

12 years ago
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big hug

12 years ago
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How long does it normally take for a ticket to be looked at?
No rush, but it is quite annoying to see "you've won bar" all the time because of that giveaway I've won with an already used key.

12 years ago
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It varies.

12 years ago
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"deleting giveaways which have not ended"

Just our own or we can now use the Support tickets to notify the "single key from a bundle" kind of giveaways?

12 years ago
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If it's just a single key, don't bother marking as urgent. If it's massive abuse, sure.

12 years ago
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Bumping because y'all are silly goits who don't know what urgent means.

12 years ago
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I need to report thejadefalcon for being too awesome, but there's no "kicks everyone's ass" category.. HALP!

12 years ago
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.

12 years ago
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Spammer.

12 years ago
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why revive this 2 week old thread? Its content is in the FAQ, isn't it?

12 years ago
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Why didn't you fucking care to read the last posts, like the one explaining why and now you expect an answer?

12 years ago
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It was revived by thejadefalcon before, yes, and I read that post already. I was asking Hichigo since he didn't justify his bump (unlike thejadefalcon).

Also, I like to ask (politely, unlike yourself) because I try to avoid jumping to conclusions.

12 years ago
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Do you need a reason for this to be bumped? Really?...

12 years ago
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Yes, I see no problem in asking a member of support a question. At first I thought there was an update of sorts, but instead there was none. I was asking just to be sure.

I guess that I won't ask next time, since it seems to be bothering you.

12 years ago
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I somehow missed this. Thanks for explaining, Jade!

12 years ago
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Yeah, I missed this topic too. Thanks a lot!

12 years ago
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Closed 11 years ago by thejadefalcon.