Upcoming Changes: Support

Support
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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 once it’s live
      • 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.

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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.

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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.

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From my understanding, though i havent used it personally yet, there should be some decent AI included in the framework. Might help to put it to use, even if its like suggestions in the autoresponse. Just a thought, dont know how many tickets you get vs staffing though.

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When you submit a ticket, it gives you a list of articles to read first and then confirms if you still have not had your question answered, before you submit a ticket.

There are no plans currently to implement a chatbot to do, almost the same thing..

Just from my own experience replying to tickets, if some players aren’t already reading the articles that would answer their question, then they are the same people who will just ask to speak to a human if it was a bot instead hahah :sweat_smile:

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You will also see Articles disappearing from Zendesk today and tomorrow, as they will be moved over to our new IP2 Freshdesk portal!

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Please save this as your new home for submitting support tickets, game guide & help centre!

The articles will be in the process of being moved within the next 24 hours or so, and the links in-game will likely be broken until they are updated to the new links.

I will update again once existing or pending tickets in Zendesk have been moved to Freshdesk.

You will need to create an account with the email you used for Zendesk, to read old tickets from Zendesk.
Waiting for more information on this specific, for players wanting to access new/pending tickets from Zendesk

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Update: Migration is currently in the process

What does this mean?
There are multiple years’ worth of tickets, articles and user accounts which are being compiled and moved to Freshdesk.

After that is completed (within the next 8-12 hours at max), you will be able to view your old tickets from Zendesk by creating a Freshdesk account with the same email. It will pull your user data that was migrated over.

As mentioned, Freshdesk does not require you to make an account to submit a ticket, but if you want to ensure you don’t lose your ticket from accidentally deleting the support email, I recommend making an account.

Articles will also be moved at that time and can all be found in the same place.