Upcoming Changes: Support

Support
1

Hello everyone,

Just wanted to share an update with you all about moving our player support from Freshdesk to Zendesk!

TLDR;

  • From June 18th AEST (or that’s the plan!), support tickets, game guides and help centre articles will no longer be handled through Zendesk and will move to FreshDesk.

    • We will share the actual link closer to the date, but you can already submit any new tickets here: Submit a ticket : 505 Games
      • You might be redirected to Zendesk in the meantime, though.

  • You might see some issues with game guide links in-game for a little while.

Important to know right now

Tickets

All tickets: new tickets, open tickets, pending tickets, and closed historic tickets will transition with this migration.
Then after that date, there will be some overlap period where I imagine some tickets might still trickle into Zendesk, while we update all references to support where it links to Zendesk or players reply via email to their existing tickets.

With Zendesk being deactivated at the end of June.

Freshdesk does not require you to create an account to submit a ticket, but the option is there if you want to be able to check your ticket history.

Game guides & in-game links

During this process, we will also need to update every single in-game deep link from the current Zendesk Help Centre/Game Guides to their new FreshDesk locations. So you may see that some links do not work or still link back to Zendesk.

There will be a Knowledge Portal, which is the same thing as the Zendesk Game Guides/Help Centre. It may take some time for all articles to appear, specifically game guides, as I manually copy the support articles in advance.

Is that it?

Yep! For now, on the Puzzle Quest 3 side, other than tickets migrating from Zendesk to FreshDesk, there are no changes.

I will still be responding to support tickets, and I will still be active in the Community forum.
While we are still a small community, checking in here and grabbing support tickets is something I can still work on (for now).

Should my workload change in future, then like Gems of War, the support tickets would then move to the 505 Support team, and then we would possibly look to have someone else jump into the Puzzle Quest 3 forum.

3 Likes
2

What about sending tickets from within the game itself (settings - account - contact support)? Does that actually work (and send to same place) or not really?

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That will be updated. All links to Support will be updated.

2 Likes
4

Just a reminder, as this is a week away.

If you send a ticket to 505 in the meantime, you may be redirect to submit a ticket to Zendesk if I don’t grab it before someone at 505 sees it.

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Will this change mean we will have AI support for basic issues, and then be able to elevate to submitting an actual ticket? Might take a bit of the workload off for simple or common faq type issues.

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No, it is all a person responding.

1 Like