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CCP, Why are you not promoting this?!?!?

First post First post First post
Author
Unsuccessful At Everything
The Troll Bridge
#1 - 2015-03-01 04:08:52 UTC
https://ccpcommunity.zendesk.com/hc/en-us/categories/200157169-Technical-Support/

Why is this not being promoted CCP? Do you realize how many new threads can be avoided by making this more visible?!?!?

Who cares if its beta, make giant links to this everywhere!

Also, thank you for making that page CCP!

Since the cessation of their usefulness is imminent, may I appropriate your belongings?

Rain6637
GoonWaffe
Goonswarm Federation
#2 - 2015-03-01 04:10:01 UTC
see my sig

also, that's where you get redirected before filing a ticket in a section covered by the help desk topics.
Sobaan Tali
Caldari Quick Reaction Force
#3 - 2015-03-01 05:30:26 UTC
Well, I've got it bookmarked now, so...yeah.

"Tomahawks?"

"----in' A, right?"

"Trouble is, those things cost like a million and a half each."

"----, you pay me half that and I'll hump in some c4 and blow the ---- out of it my own damn self."

Gregor Parud
Imperial Academy
#4 - 2015-03-01 08:19:28 UTC
Never seen that, is indeed helpful to solve the majority of issues. Add more stuff to it, make it public and link it in the help channels.
Tipa Riot
Federal Navy Academy
Gallente Federation
#5 - 2015-03-01 08:57:05 UTC
Nice find indeed, didn't know this page +1

I'm my own NPC alt.

March rabbit
Aliastra
Gallente Federation
#6 - 2015-03-01 09:11:25 UTC
we have so few threads here anyway.... so i guess having redundand and unnecessary threads is better than have no threads at all

The Mittani: "the inappropriate drunked joke"

Pok Nibin
Doomheim
#7 - 2015-03-01 10:48:18 UTC
I don't see the "Paint my kitchen!" app. Serene won't like this.

The right to free speech doesn't automatically carry with it the right to be taken seriously.

Adrie Atticus
Caldari Provisions
Caldari State
#8 - 2015-03-01 10:55:16 UTC
Well, if you have ever submitted a ticket you'd already have that page.

Kinda proves that those who need the help most are least likely to look for it.
ISD Ezwal
ISD Community Communications Liaisons
ISD Alliance
#9 - 2015-03-01 12:35:54 UTC
Good idea. I made a sticky post in the relevant forum section as that is what I can do.

ISD Ezwal Community Communication Liaisons (CCLs)

2Sonas1Cup
#10 - 2015-03-01 15:12:38 UTC
ISD Ezwal wrote:
Good idea. I made a sticky post in the relevant forum section as that is what I can do.


Thank you Mr forum janitor.
GM Arcade
Game Masters
C C P Alliance
#11 - 2015-03-01 19:35:04 UTC  |  Edited by: GM Arcade
Just thought I would chip in here with some information. For the past few months we have been trialing Zendesk as a new Customer Support communication platform. The one we are currently using is not really optimized for ticket work and is especially lacking in the ability to provide players with solutions without the need for them to contact us. As much as we like talking to you guys, ideally you should never have to contact us if there is something you can do yourselves to solve a problem.

Before we committed to Zendesk it was decided to trial it on the Technical ticket queue. This was the ideal queue as generally the solutions we provide through tickets can be easily provided through self-help articles. The result is the Technical Support help center.

Depending upon the results of the trial the GM Leads may decide to make more widespread use of similar help centers for the other queues (Gameplay, Billing etc).

I'd like to publicly thank CCP Leeloo for giving us some time with the CSM during the winter summit. We gave the CSM a glimpse of Zendesk and they provided some valuable feedback about Zendesk and other Customer Support policies. You can read about our session in day 2 of the CSM9 Winter Summit minutes.

That's about all I can say right now. We will keep you updated.

Lead GM Arcade | Customer Support Manager

Rowells
Blackwater USA Inc.
Pandemic Horde
#12 - 2015-03-02 01:10:38 UTC
Why is it giving me the warning message for leaving forums? Is it not run or secured by CCP?
CCP Darwin
C C P
C C P Alliance
#13 - 2015-03-02 02:08:19 UTC
Rain6637 wrote:
see my sig

Regarding providing feedback to EVE development:

While our GMs certainly do pass along feedback they receive in support tickets, posting on the forums is a much more efficient way to get your ideas in front of the developers. Even when EVE devs don't respond in threads, we're still reading. EVE devs do NOT usually read your GM tickets. Those will likely be described to the developers in the aggregate.

CCP Darwin  •  Senior Software Engineer, Art & Graphics, EVE Online  •  @mark_wilkins

Miomeifeng Alduin
Lithonauts Inc.
#14 - 2015-03-02 05:09:03 UTC
Unsuccessful At Everything wrote:
https://ccpcommunity.zendesk.com/hc/en-us/categories/200157169-Technical-Support/

Why is this not being promoted CCP? Do you realize how many new threads can be avoided by making this more visible?!?!?

Who cares if its beta, make giant links to this everywhere!

Also, thank you for making that page CCP!


You mean like how a ton of new threads could be avoided by using the search function on the forums, or just a quick google search? You still dont get how lazy and stupid some people get nowadays, do you :p
Jenshae Chiroptera
#15 - 2015-03-02 05:32:58 UTC
As long as this help desk system does not become like others I have encountered.
Telephone ones can be the worst. I had a problem regarding my visa at one point. I literally ended up hitting re-dial over and over, running through the number combinations until I found the one combination that worked to speak a human and it was something along the lines of, "If you are a Swedish ex-national with a frog for a pet and three adopted children," all the other were saying, "We are sorry for the inconveniance but we are reducing costs to our department and you can read our FAQ."

Systems that run you in circles on a wild goose chase then you would be wondering why your GMs are verbally abused and quitting all the time. P

CCP - Building ant hills and magnifying glasses for fat kids

Not even once

EVE is becoming shallow and puerile; it will satisfy neither the veteran nor the "WoW" type crowd in the transition.

Rain6637
GoonWaffe
Goonswarm Federation
#16 - 2015-03-02 07:01:45 UTC  |  Edited by: Rain6637
CCP Darwin wrote:
Rain6637 wrote:
see my sig

Regarding providing feedback to EVE development:

While our GMs certainly do pass along feedback they receive in support tickets, posting on the forums is a much more efficient way to get your ideas in front of the developers. Even when EVE devs don't respond in threads, we're still reading. EVE devs do NOT usually read your GM tickets. Those will likely be described to the developers in the aggregate.

Sometimes all I want is an answer, and GMs have been good for that.

In a moment of clarity not too long before I changed my signature to this one, I realized the forum-going player base is probably very miniscule compared to the total subscriber base, and for devs to spend time fielding questions on the forums would be disproportionate.

So I guess I mean to say my signature is meant as a piece of advice to players who may be under the impression they will be heard by posting on EVE-O somewhere nonspecific, and asking a GM a question via the ticket system is much more effective.

Between you and me, CCP Darwin, sometimes I get the feeling there's not much to talk about, and that most changes are based on a certain person's belief of how EVE should be, for the most part.

I plan to continue posting for my own amusement, but thinking the forums matter to anyone is very misguided. You can tell me it's not the case, but there's enough evidence to the contrary that, effectively, the forums go unread. You might as well treat the forums as something that exists because it's provided by video games these days.

Kitchens have a sink, bathrooms have a toilet, bedrooms have a bed. Internet games have a forum.

As it goes with the internet in general, nothing matters here.
Reiisha
#17 - 2015-03-02 08:11:14 UTC
Rain6637 wrote:


Kitchens have a sink, bathrooms have a toilet, bedrooms have a bed. Internet games have a forum.

As it goes with the internet in general, nothing matters here.


In other words, you are describing the forums as a comfortable place to take a dump in.

I knew it! XD

If you do things right, people won't be sure you've done anything at all...

CCP Darwin
C C P
C C P Alliance
#18 - 2015-03-02 11:03:07 UTC  |  Edited by: CCP Darwin
Rain6637 wrote:
You can tell me it's not the case, but there's enough evidence to the contrary that, effectively, the forums go unread.


The forums aren't great for a two-way conversation with the developers, no. GM tickets don't really do that either, though, if your question is about where the game is going.

(If your question is about current policies regarding things like the terms of service or EULA, that's a different matter, they're generally the only people who can answer that kind of thing.)

Where the forums do have great value to us is for feedback on new or upcoming features. That feedback DOES matter. It's rare that a single post will bring something truly new to the conversation, but it's a great indicator of where players' concerns lie, and when those concerns are particularly widespread or unexpected, it can cause, and has caused us to rethink our plans.

One example from my own experience: Team TriLambda, the graphics and art team, is currently working on an overall reworking and review of ship looks with the new Physically-Based Rendering system. This work was made our top priority in large part because of feedback from the community about PBR, mostly on these forums, despite that, due to our other obligations, it would have been much more convenient to do that work later in the year.

CCP Darwin  •  Senior Software Engineer, Art & Graphics, EVE Online  •  @mark_wilkins

Adriana Nolen
Sama Guild
#19 - 2015-03-02 11:46:03 UTC
Mailing certain devs seems to work.
Valterra Craven
#20 - 2015-03-02 16:06:42 UTC
CCP Darwin wrote:


Where the forums do have great value to us is for feedback on new or upcoming features. That feedback DOES matter.


Sometimes. And that largely depends on who the dev is and how set they are about the changes they want. Devs like CCP Rise tend to ignore feedback despite how overwhelming it is one way or the other. There have been too many cases were devs have received overwhelming feedback about changes that went through without adjustment or consolation.
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