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Dev Blog: Introducing the New Customer Support Help Center

First post First post First post
Author
CCP Logibro
C C P
C C P Alliance
#1 - 2015-07-02 14:57:37 UTC  |  Edited by: CCP Phantom
After exhaustive trials and rigorous feature testing, it's finally time for the old support system to respectfully retire and the new support center to take it's place in helping the citizens of New Eden. GM Panzer has some details on the new system in this latest dev blog.

CCP Logibro // EVE Universe Community Team // Distributor of Nanites // Patron Saint of Logistics

@CCP_Logibro

Darkblad
Doomheim
#2 - 2015-07-02 15:12:20 UTC  |  Edited by: Darkblad
Preface: With another in game feature that opens our desktop browser, I wonder when we will finalle get the option to choose this procedure for all kind of web links (chat, biographies, corp/alliance descriptions, ...). But that's should rather be considered (or not) by a different team/Dev (probably our heroine of little things)

I previously already posted the comments below:

This appears to work just fine.

Some further feedback (using a de language OS):

1. Opening
https://ccpcommunity.zendesk.com/
now successfully redirects me to
https://ccpcommunity.zendesk.com/hc/de
(This may not be the case for all visitors with a different language setting)

The "Submit Support Ticket" button, though, points to
https://ccpcommunity.zendesk.com/hc/en-us/requests/new/

(appears to be fixed, calls a javascript action now which moves me within the /de/ hierarchy)

2. The page where open support tickets are listed
https://ccpcommunity.zendesk.com/hc/en-us/requests
appears to be unavailable unless bookmarked. Did'nt yet find any link or button for that.
May probably be available from a link which is placed more prominent than here.


3. Is there a way to close open tickets? The status label (open/offen) only shows the status and within a ticket I can only add further messages or attachments.

4. https://ccpcommunity.zendesk.com/hc/de/ is pretty blank compared to https://ccpcommunity.zendesk.com/hc/en-us
Maybe simply add those articles there as well, or provide a way to change the language used. That option is missing from the top bar menu, while present on other eveonline sites that are available not just as an English version.
(Update on July 10th) Language switch got added, some few localized articles start to appear.


Do I assume right, that ways to find the old tickets (within the client and on the web site) will be removed as soon as all open tickets that were created within that system got resolved and closed?

NPEISDRIP

Aijle Mijleroff
Infernal Laboratory
Infernal Octopus
#3 - 2015-07-02 17:03:31 UTC  |  Edited by: Aijle Mijleroff
Hello!
New Customer Support Help Center provides me with only the Russian language to communicate with GM, but I want to talk with GM in English only.

Where language button?
Commander Nina Hanomaa
Chapter Six
Chapters.
#4 - 2015-07-02 17:07:59 UTC  |  Edited by: Commander Nina Hanomaa
Quote:
Hello,

I am experiencing login issues with the new Help Center. The moment I click on the "Sign-In" the page redicts to https://supportauth.eveonline.com/callback/?kind=error&message=User+is+invalid%3A+Email%3A++has+already+been+taken

I've sent a bug report (closed) and a support email with details about this earlier (June 27th), ticket 4459

Note: Logging in works fine on all *.eveonline.com sites.


Edit:

Letting you guys know my problem with logging in has been dealt with and they're working on a permanent solution. The issue is related to changing the email address associated with your eve-account.

Also the new Help Center looks great and has helpful articles, good work :)
Darkblad
Doomheim
#5 - 2015-07-02 17:10:42 UTC
Aijle Mijleroff wrote:
Hello!
New Customer Support Help Center provides me with only the Russian language to communicate with GM, but I want to talk with GM in English only.

Where language button?
There is none (yet). once you are logged in to that page, try

https://ccpcommunity.zendesk.com/hc/en-us/
New Ticket: https://ccpcommunity.zendesk.com/hc/en-us/requests/new/

To create a ticket. But GMs usually reply with the language you chose to describe your issue in a ticket, so you may as well keep the pages set to /ru/

NPEISDRIP

Bienator II
madmen of the skies
#6 - 2015-07-02 17:15:34 UTC
i suppose there will be still some form of ingame button which will open the new support page. Can you make it so that it opens with the dafault system browser please? Using your account credentials to login with an out of date ingame browser is not a good idea.

how to fix eve: 1) remove ECM 2) rename dampeners to ECM 3) add new anti-drone ewar for caldari 4) give offgrid boosters ongrid combat value

Darkblad
Doomheim
#7 - 2015-07-02 17:16:41 UTC
Commander Nina Hanomaa wrote:
Hello,

I am experiencing login issues with the new Help Center. The moment I click on the "Sign-In" the page redicts to https://supportauth.eveonline.com/callback/?kind=error&message=User+is+invalid%3A+Email%3A++has+already+been+taken

I've sent a bug report (closed) and a support email with details about this earlier (June 27th), ticket 4459

Note: Logging in works fine on all *.eveonline.com sites.
Did you try to open the site from within the client (if you currently have access to one). This opens in your set Desktop browser as well but a login token is sent in this case. Maybe that helps as a workaround.

NPEISDRIP

Darkblad
Doomheim
#8 - 2015-07-02 17:20:44 UTC  |  Edited by: Darkblad
Bienator II wrote:
i suppose there will be still some form of ingame button which will open the new support page. Can you make it so that it opens with the dafault system browser please? Using your account credentials to login with an out of date ingame browser is not a good idea.
This is already the case, at least for me. The target page opens within the browser you set as you OS's default.
In client, click the second button of the EVE-Help window (opened with F12)

NPEISDRIP

SpaceSaft
The Scope
Gallente Federation
#9 - 2015-07-02 18:03:34 UTC  |  Edited by: SpaceSaft
Quote:
After exhaustive trials and rigorous feature testing


I hope you'll forgive me when I say I don't believe you tested a single thing.

There are no language options and I default to the wrong language.

"Game Play Support" & "Valkyrie Support" ? Where do dust guys go? Is Valkyrie not a game?

The "category" drop down is small and badly usable. Either make it bigger or make two for those.
Bienator II
madmen of the skies
#10 - 2015-07-02 21:17:46 UTC
Darkblad wrote:
Bienator II wrote:
i suppose there will be still some form of ingame button which will open the new support page. Can you make it so that it opens with the dafault system browser please? Using your account credentials to login with an out of date ingame browser is not a good idea.
This is already the case, at least for me. The target page opens within the browser you set as you OS's default.
In client, click the second button of the EVE-Help window (opened with F12)


thats great news, thanks!

how to fix eve: 1) remove ECM 2) rename dampeners to ECM 3) add new anti-drone ewar for caldari 4) give offgrid boosters ongrid combat value

GM Arcade
Game Masters
C C P Alliance
#11 - 2015-07-02 22:36:29 UTC
Commander Nina Hanomaa wrote:
Hello,

I am experiencing login issues with the new Help Center. The moment I click on the "Sign-In" the page redicts to https://supportauth.eveonline.com/callback/?kind=error&message=User+is+invalid%3A+Email%3A++has+already+been+taken

I've sent a bug report (closed) and a support email with details about this earlier (June 27th), ticket 4459

Note: Logging in works fine on all *.eveonline.com sites.


Thanks for taking the time to let us know about this. I have forward this and the information in your ticket to our programmer.

Lead GM Arcade | Customer Support Manager

GM Arcade
Game Masters
C C P Alliance
#12 - 2015-07-02 22:43:43 UTC
SpaceSaft wrote:
Quote:
After exhaustive trials and rigorous feature testing


I hope you'll forgive me when I say I don't believe you tested a single thing.

There are no language options and I default to the wrong language.

"Game Play Support" & "Valkyrie Support" ? Where do dust guys go? Is Valkyrie not a game?

The "category" drop down is small and badly usable. Either make it bigger or make two for those.

And so once again:


We do appreciate your points. Localization for the help center articles is a priority to us.

Currently the help center is primarily for EVE Online. Dust players can contact us via support@dust514.com

Valkyrie is currently running pre-alpha trials which are subject to invitation. We do however offer some support for the trials and general inquiries via support@evevalkyrie.com

Lead GM Arcade | Customer Support Manager

Nevyn Auscent
Broke Sauce
#13 - 2015-07-02 23:16:41 UTC
I am very concerned about the removal of in game tickets.
When you are in game you don't want to go through a complicated process to get to submit a ticket, so there needs to remain at least a link in game that opens your out of game browser to a direct link to the ticket website.
Or if it is in game browser compatible then to the in game browser.

Otherwise a lot of tickets will go unsubmitted that should have been made, especially by newer players.
Max Kolonko
Caldari Provisions
Caldari State
#14 - 2015-07-03 00:13:13 UTC  |  Edited by: Max Kolonko
Nevyn Auscent wrote:
I am very concerned about the removal of in game tickets.
When you are in game you don't want to go through a complicated process to get to submit a ticket, so there needs to remain at least a link in game that opens your out of game browser to a direct link to the ticket website.
Or if it is in game browser compatible then to the in game browser.

Otherwise a lot of tickets will go unsubmitted that should have been made, especially by newer players.


This. In the past i used to send bug report because it was easy to access in client. Not gona bother anymore. Same goes for low importance petitions (unless i need reimbursment)
Roan Pico
I- T I E -I
#15 - 2015-07-03 00:56:23 UTC
The option to file a ticket only out of game is bullshit ("fixing" things never been broken!).

- What if i have to file a ticket while in space -> maybe no (accessible) stations in system/hostile wormhole space and its something that would need to be filed NOW / cba to note it down to file later? Filing that ticket while out of game = afk gaming. The idea of getting killed (even while on a safespot) in that time is as inviting as simultanously writing the ticket and tabbing in and out to check dscan and grid. Rather give a ****.

- Need to put a lot of info to the ticket that is only accessible ingame: tab in, copy or note down, tab out, paste or type, tab in, copy or note down, tab out, paste or type, tab in, copy or note down...? Sorry, cba. Rather give a ****.

- With the former ingame solution i got a flashing neocom button and a notice that i received a GM reply which guaranteed a fast response if there were further questions. I wont tab out, log into a help center i dont need or want to use and check every now and then, nor will i promptly check new mails for if its a GM mail. This guarantees a nice delay until the ticket gets resolved. Actually give a ****, isnt my QM statistics.

- Help page doesnt provide a link to the ticket overview (https://ccpcommunity.zendesk.com/hc/en-us/requests). Considering the previous point i won't monitor ticket status anyways from now on, hence i give a ****.

Y U NO + keeping ingame notifications?

TLDR: I give a ****.
Greygal
Redemption Road
Affirmative.
#16 - 2015-07-03 01:47:54 UTC
Once you file a ticket on the new help center, there is no easy or obvious way to pull that ticket back up. The only way I was able to find a ticket I just submitted was by clicking the link in the oog email I received.

Or at least I wasn't able to find any way to find my tickets (which are found at https://ccpcommunity.zendesk.com/hc/en-us/requests link, but I couldn't find a button or link to that other than through the email).

I found the category/department dropdowns somewhat unintuitive. You select the one dropdown, then you are brought to the form to write what you need help on, and then you select (fine-tune) your department/category via a second dropdown on that page. It'd be more intuitive if both dropdowns were on the same initial page. Or at least move the second dropdown to the top of the form page.

+1 to having an ingame option for submitting/viewing tickets.

Do like all the links to various self-help articles!

What you do for yourself dies with you, what you do for others is immortal.

Free weekly public roams & monthly NewBro new player roams!

Visit Redemption Road or join mailing list REDEMPTION ROAMS for information

Darkblad
Doomheim
#17 - 2015-07-03 05:34:12 UTC  |  Edited by: Darkblad
Nevyn Auscent wrote:
I am very concerned about the removal of in game tickets.
When you are in game you don't want to go through a complicated process to get to submit a ticket, so there needs to remain at least a link in game that opens your out of game browser to a direct link to the ticket website.
No need to be concerned. Hit F12, click the second button from top (shown here) and you're good.

NPEISDRIP

Captain Semper
Weyland-Yutani deep mining expedition
Brothers of Tangra
#18 - 2015-07-03 05:35:50 UTC
I am always redurect to a /ru/ page. If i wont this sooo...?
Darkblad
Doomheim
#19 - 2015-07-03 05:44:07 UTC  |  Edited by: Darkblad
Greygal wrote:
Once you file a ticket on the new help center, there is no easy or obvious way to pull that ticket back up. The only way I was able to find a ticket I just submitted was by clicking the link in the oog email I received.

Or at least I wasn't able to find any way to find my tickets (which are found at https://ccpcommunity.zendesk.com/hc/en-us/requests link, but I couldn't find a button or link to that other than through the email).

I found the category/department dropdowns somewhat unintuitive. You select the one dropdown, then you are brought to the form to write what you need help on, and then you select (fine-tune) your department/category via a second dropdown on that page. It'd be more intuitive if both dropdowns were on the same initial page. Or at least move the second dropdown to the top of the form page.

+1 to having an ingame option for submitting/viewing tickets.

Do like all the links to various self-help articles!
To open the list of existing tickets pick this menu option at the top right of the page. But I agree that this link better be placed more prominent (see my feedback post above).

I also agree that having to pick a ticket TYPE first and then a category next is pretty bad. Why not add the whole hierarchy of available options to the dropdown we find when we choose to create a ticket? Actions like later adding the dropdown for operating system (technical issue ticket) should'nt be too hard to implement.



Considering that this new ticket system is in use since November (for technical issues) makes me wonder: Did you ask any of those who filed such tickets for feedback on the new system?

Quick fix for the dropdown to choose a category:

https://p3.zdassets.com/hc/assets/application-b26fbae60487dc32bc34e82d903b377c.css line 1785 to 1793

.nesty-panel {
  background: #FFF;
  border: 1px solid #AAA;
  box-shadow: 0 2px 5px rgba(0, 0, 0, 0.15);
  height: 150px;
  max-width: 300px;
  min-width: 100px;
  position: absolute !important;
  z-index: 999; }


Increase height.

NPEISDRIP

Darkblad
Doomheim
#20 - 2015-07-03 05:48:11 UTC
Captain Semper wrote:
I am always redurect to a /ru/ page. If i wont this sooo...?
Darkblad wrote:
https://ccpcommunity.zendesk.com/hc/en-us/
New Ticket: https://ccpcommunity.zendesk.com/hc/en-us/requests/new/
But GMs usually reply with the language you chose to describe your issue in a ticket, so you may as well keep the pages set to /ru/

NPEISDRIP

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