New Customer Support Structure

[KIXEYE CM Swag]

We are happy to announce that KIXEYE customer support now has a new ticket-filing system in place that will greatly increase their ability to quickly and properly expedite all player inquiries. We have also hired new additions to the support team so that will also help reduce the turnaround time in answering your tickets. You can submit an inquiry using the Customer Support Form.

We have also implemented an updated F.A.Q. that compiles many of the questions that many players ask. We will be updating this F.A.Q. regularly to make sure that they are current with all our game updates.

In conjunction, as some of you long-time forum members may have already noticed, the Help & Support sections for each of the individual KIXEYE games has been closed. In its place, there is a new forum named, “Community Support,” which is the new designated area where players can post questions about the games and your fellow players can answer you. However please remember that most answers to your questions can be found in our F.A.Q.

The reason for the close of the Help & Support forum is fairly simple; the Community Managers will no longer be functioning as Customer Support on the forum. One of the main reasons for this is that the CMs will now be able to spend much more time in the General Discussion (as well as other) sections of the forum to help us get a better idea of what the communities of each game think as a whole, and deeper participation in those discussions. We will also be putting a lot of time into developing community activities and events through other avenues including videos on our upcoming YouTube channel, and an audio podcast.

We will try to respond to as many questions as possible in the Community Support section, but please be aware that a majority of the support on the forums is intended to come from your fellow players. For direct, individual assistance with game-related issues, please contact Customer Support.

Your Community Management team has a lot in store, and this change is just the first step in our transformation. There’ll be more in store for the KIXEYE community in the near future, so stay tuned.

[Tiler Hall]

This is good. I like it, especially since it means more Reds will be involved with discussion

[ahampster]

If I could upvote this I would

[Ben Palmer]

May I just ask: I thought you changed the Email address (which was originally support@kixeye.com)? Or was it just the support form which changed?

[KIXEYE CM Æon]

Thanks for pointing that out Ben. Both the email address and the form go to the same place, but the form allows us to collect more information for the ticketing system up front, so it's preferred. I'll update that FAQ.

[Ben Palmer]

Thanks for pointing that out Ben. Both the email address and the form go to the same place, but the form allows us to collect more information for the ticketing system up front, so it's preferred. I'll update that FAQ.

I helped

Is there going to be a main collection thread in that section? Or just a lot of questions which are answered individually?

[Ben Palmer]

And something else: For the quick FAQ, it's better to show people how to upload images rather than make them attachments which can't be placed in order. You may want to link another thread which explains uploading images without making them attachments.

[Marnatas]

I send you a ticket today - should I receive confirmation on my e-mail that it was succesfully received by you? If not - I think it would be a good addition - then we can always point out the ticket we already send if we received no answer.

[LSA2013]

I was glad to see this. I like helping people who have a non-problematic question, but I always looked at the H&S and Bug sections as troubleshooting areas, not an area to ask why I can't get enough putty for DAVE Rockets. I hope that it can improve the games, and I really hope that DD will be revived sooner or later, but preferably sooner.

Just a suggestion: Since the "Community Support" section appears in each game's forum, maybe put the game abbreviation in front, so we don't have someone asking about the Frost tower in the BP section lol

[LarsB]

so how do you post bug reports now?