EVE Information Portal

Okay. Suppose I have several accounts. And several characters on each. And suppose some of those characters can, for reasons obvious, have unpronounceable and unrecallable gibberish for their names.

So, each time I want to submit a ticket, I now have to log out. Then log in with another account (also suppose I don't save passwords because, well, the best way to forget a password is to check the "remember password" box), navigate to the submit form, then type the unpronounceable gibberish character name somewhere (where, by the way? The ingame support is per-character. The outgame is per-account), fail to link ingame items, submit ticket. Then god help me if I want to submit another ticket from another character, because I have to logout, login, rince, repeat... Then I have to manually track the ticket progress by scrolling through gazillion tabs in teh outgame browser and then relogging under the correct account.

Oh joy...

No point to this either as "the logs show nothing",now we will get "sorry we can't view the logs on this system".

is this new system the reason my petition hasn't been answered after like 2 weeks?

If i would like to point out mistakes in the help topics, how can i do that?

I hope for your own sake that you do not replace support ticket categories/sections with chats. I have some fun experiences with that on other websites. My mobile carrier, for instance, has removed all but invoice related things from e-mail support and for everything else I either need to call them or open a chat with them. Now, support staff is limited in numbers and I now either need to wait in a phone queue or a chat queue until one of their staff has time for my chat, instead of me being able to send them my query via mail and wait for an answer instead of waiting to ask my question. They say it's in the name of reducing time consuming mail writing, but waiting multiple times unsuccessfully for a chat to come about is even worse.

I also hope for your own sake that you do not introduce or replace support ticket functionality with help to help myself stuff where it is absolutely not appropriate. I pay CCP money to get a proper custom support, not to help myself.

Arrogant. Did you ask your "paying" players, like me, if they were unhappy?

In-game tickets are vital. How can you dismiss this feature?

For me, the whole idea of an immersive game is to *not* jump to my browser.

And now the money i pay will go to another company for a "modern" ticket system....
(By the way, what happens when they triple the cost of your license?)

Preview of coming attractions:
no, no, you can't do that
no, no, there isn't anyone else to talk to
no, no, i can't help you with that -- read the wiki

Tickets used to be simple. Ask a quesion, Get an answer.
i suppose now you will turn the ticket system into a profit center.
Would you like a Loki with that ? We can set you up with a second character for three months... etc.

Respectfully yours, Greyhart en Welle

Bug reports are not part of this change, therefore https://community.eveonline.com/support/bug-reports/my-bug-reports/ is still the page to go to

I just utilized the new Help Center today and it was very helpful. Though my particular issue/request could not be resolved by the help and support documentation and required a ticket to be created, my issue/request was resolved by a GM in less than 2 hours total.

Excellent!

Some additional feedback on the site's (UI) design:

My Tickets
https://ccpcommunity.zendesk.com/hc/en-us/requests
No Button to create a new ticket.

Details of an exisiting ticket
Create Ticket button is present, but still defaults to Technical Support ticket. Should be more generic, now that all tickets are created on zendesk, like here.
Both fixed/added

Adding a create ticket menu entry to the menu labeled with the user's account name would also add another level of comfort.

I come here, shocked to see the ingame ticket system is dead. Was it another legacy code thing? Why not keep an ingame ticket system then? What tangible advantages are you getting out of the zendesk system which you can't achieve ingame with more comfort to the player? Yes, I say it again. Comfort to the PLAYER. We are paying customers, that means the customer service needs to be as comfortable as possible.

NOTHING beats ingame support. Ever. I receive a system message and my neocom blinks, telling me a support ticket has been answered. This is like the greatest thing ever. It is personalized, it has the least amount of delay possible, and I don't even need to go OUT of the game to check this. Zendesk would only be useful if you cannot even get into the game and need technical or other help. And what about a system to access your tickets you had inside the game outside too anyway? Why would that be so bad?

Next about the usability of this... thing. So, I am inside the game. I open the help window, click the button "go to help center".
The game warns me, it will open in my default system browser. Why? Is it impossible for zendesk to be used from the ingame browser? If it is, how about upgrading your ingame browser?
So anyway, I confirm by clicking "ok". And what happens? No, not my default browser (Firefox) opens but instead Internet Explorer 8, which is even blocked from internet access on my computer because NOPE. No Internet explorer.

So much for that. So let us ignore that and copypaste the URL into the ingame browser to see how far we can get.
Yep, login works. I can click to submit a new ticket, but after the category selection, things are not continuing to load.

Next problem: only three categories? What? This is kind of a severe downgrade, isn't it? Granted, the old ticket system MIGHT have had a few categories too much, some merges would be useful. But ... three categories? Oh dear.

Finally, the devblog continues the fashion of which CCP uses to work. Half-finished.



1) Your home grown system was the best thing under the sun when it came to any ticket system of any game I've ever played. I don't care about industry leading THIRD PARTY services. Outsourcing to be at the mercy of a 3rd party system is a bad idea when you already have a good system in place.

2) Let's see... I can understand the self help tools, I hope they will be good. Rating system? You already had a rating system with comments in your old ticket system. So what? Social media integration... my god. Everything gets polluted. Chat support features... let me put it this way: inside eve online, the GM could open a chat with me if required. The ONLY thing a browser-based ticket system has advantage over the old eve online ingame ticket system, is when I cannot even log into the game.

3) Of course. Because delivering a finished, fleshed-out and polished product after LENGTHY technical help BETA time is too much to ask for, right?


So...
What was the REAL reason to go to zendesk and scrap your old ticket system? Legacy code? How many unsatisfied customers did you have who complained about the ingame ticket system?