General Discussion

All,

This thread has been created to inform the General Fragulation on what a Support Ticket is and how to create one.

For those individuals who do not know how to create a support ticket I will be including a little picture guide as a reference you can utilize in the future.

I know this entire thread is a lot to digest but once you read it there should be no further excuses for not knowing how to create one or how to use them properly.



What is a Support Ticket? and how do I make one?

This section is where you will learn HOW to make a support ticket. If you already know how to make one then skip this and move on to the next post concerning the proper uses of support tickets.

Step One:
Under the Support tab at the top of the page hover over the 'Support' button, then navigate over to the left and click 'Support Tickets' shown here in the following image.



Step Two:
After you have successfully clicked the 'Support Tickets' button you should now be on an entirely new page. Once you are here you are going to go ahead and click the 'Having Troubles? Send us a Support Ticket!' button shown here:



Step Three:
Once you click the 'Having troubles' button a window should pop up on your screen.

The first thing you must select is which Ticket Department you want to send yours to. You have a total of 8 options under 'Ticket Department'



A brief description of all Ticket Departments:

Competition Support: If your issue has to do with a match you played you are going to select this option from the list. (This option is what you guys will use the most)

Abuse: This option is what you would use to report abusive language/comments/actions in forums, shoutboxes, PMs, Battlebox, and match comments.

Admin Dispute: This is where you will report disputes with admin/referee calls.

BattleBox Matches: This is where you will report any match issues that were set up using the BattleBox feature on the site.

Feature Request: This department is where you can submit your requests for new site features.

General: Anything that is not covered by any other department would be under this. General questions you might have.

Prove-It! Matches: Here is where you would report a match issue you had using the Prove-It! challenge system.

Site Errors: If you see any bug or glitch on the site you would report it to this department.


When it comes to the General Fragulation (outside of competition), you will generally use the "General" or "Abuse" categories, depending on the issue. However, if you need to submit one somewhere else you know now where to place it. Please note that if you submit a ticket to the wrong department it will take longer for your issue to be solved. So please ensure you take your time and submit your ticket in the correct department.

Step Three (Continued):

For now we are going to use the 'Abuse' department.

You will notice that at this point, the rest of the options disappear.

Your only option is to write a very brief description of what your ticket is about. To keep things simple I used 'Forum Spam' as an example.

Your ticket should now look exactly like this:



The final thing you must do is provide information on what issue you are having with a match you played. Be specific and provide as much proof as possible. The next section will describe this a bit more and show you the inproper/proper uses of support tickets.



What can I expect in a ticket?

Important things to know when submitting a ticket:

- Only submit a ticket for an issue if directly asked to by an Administrator or for a violation of the FraggedNation Forum Moderation Rules

- Please do not contact a staff member directly regarding your support ticket. We assure you it will be answered in a timely manner.

- Tickets that are submitted without evidence may be closed within 48 hours.

-All tickets regarding a violation of the Forum Moderation Rules will be reviewed by a member of the Forum Moderation team or Operations Director.



Can I just accuse with no proof?

The answer to this quite simply is no.

If your ticket has no proof then it will be closed after 2 days. If your ticket is closed due to lack of evidence, please do not submit a new ticket. If you are able to provide evidence after the ticket is closed, you are more than welcome to "Re-Open" the ticket by commenting in it again with the evidence.

If you believe that a member is using multiple accounts, please submit all evidence that you may have. These tickets should be directed to the "Abuse" department. FN does not witch hunt members based on a 'hunch' you might have that a member is using multiple accounts. If you submit a ticket regarding multiple accounts then be sure to submit proof (ie. screenshots of the individual admitting to having more than one account)

Failure to provide proof will result in your claim being ignored.

No proof = No help




What can I send in a support ticket?

The two most important things you must include in your ticket is a very detailed description of the events and proof to back up your claim. As I mentioned before, if your description is vague and you have no proof then expect your ticket to be closed after 2 days.

A list of what you MUST include in your ticket:

- Which member broke a rule
- Which rule (quote the rule) was broken
- A link to the rule violation
- A link to the members profile

Examples of incorrect ways of describing events.





If admins see anything similar to the examples above then prepare to have your claim take longer to solve. After 2 days, if you have not given an adequate description + proof your ticket will be closed.

Examples of correct ways to describe events



I cannot stress this enough, proof MUST be provided for every ticket. Be as detailed as possible in your ticket and do not expect us to go after individuals unless you have solid proof to back up your claim.



What is acceptable Support Ticket proof?

The following is a list of ACCEPTABLE forms of proof:

- Screenshot of violation (Forum, Private Message, FN Chat, etc.)
- Link to violation (only accepted if a screenshot is provided)

The following is a list of UNACCEPTABLE forms of proof:

- Screenshot taken from Xbox/PS3/Wii/Skype
- Raw chat logs (Skype/MSN/AIM/FNChat, etc.)
- Copy/Paste of anything.
- Screenshots or links to websites other than FraggedNation. If your proof is a link on BattleLog or the Xbox Website, it is not evidence.



Proper Support Ticket Etiquette

- Do NOT spam the ticket, you will be asked questions and we expect proper answers to be given.

- Be patient through the process (this goes along with spamming the ticket, you will get a decision made by the admin and spamming the ticket asking for an update only makes the process slower)

- Please refrain from using your CAPS lock, yelling at admins does not help your case

- Try to be as coherent as possible so that we understand what you are trying to describe to us




For more information on Support tickets feel free to check out the General Site Rules (Section 5) linked HERE

The Real LP
Operations Director

Excellent work, thanks.

You covered every little detail. Excellent!

Excellent work

Very nicely done.

Covered every last detail. Hope this helps clear things up for anyone with questions about the Support Ticket system. If you do have further questions, be sure to ask them here.


Metal