EVE Information Portal

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.

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/

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.

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.

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

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.

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 ****.

No need to be concerned. Hit F12, click the second button from top (shown here) and you're good.

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.