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Vilya

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1

Thursday, 18. January 2018, 15:26

[Guide] Sending a Ticket to Customer Support

Guide on the ticketing system Options can be found here: Ticket System Guide

Bare minimum of requirements for all tickets sent for any reason:
Account username: (Required)
Email address: (Required for email change issues)
Server: (Required)
Date of issue: (Required)
Note:
  • All tickets should be sent from the email associated to the account you are sending the ticket about or customer support cannot assist you.
  • If you need to change your email address, please see this FAQ: How to change your email.


Billing related issues:
  • Transaction Number: (required)
  • Method of Payment: (Preferred)
  • Screen shot of any error: (Optional, but helpful) [FAQ: How to Screen Shot]
  • Any other pertinent information, such as email confirmation, withdrawal date and such.

Note:
  • Please make certain to choose the option "I have an issue with a payment or purchase."


Loss Claim tickets:
  • For Gear: Exact name of the item, seal color and type, number of sockets, jewels: levels and types, upgrade bonus
  • For Pet: Exact type of pet, name of pet if nametag used, pet level, pet evolution
  • Potions and other items: Exact name(s), amount missing, where they are missing from
  • For ALL: Last time you recall seeing the missing item (approximately), Screen shots of missing items if possible [FAQ: How to Screen Shot]

Note:
  • Exact name of item is required as it appears in the version you play.


Reports:
  • Screen Shots (required): Chat is required to be fully extended and free of all blocks if reporting a chat violation. Server information and date/time must be fully visible. [FAQ: How to Screen Shot]
  • Video evidence is required in instances for accusations where the offender must be seen in action to prove violation.

Notes:
  • Please do not block out, circle, fade, blur, or perform any other alterations to your screen shots. This should assist Customer Support in knowing the issue without needing to ask too many questions for resolution.
  • It must be a full screen shot of your entire window, this will not be shared with anyone, but we do require this or we cannot assist you further.
  • If making accusations of harassment, users need to attempt all necessary means or resolution themselves. This means use of in game ignore feature and not instigating or exacerbating the issue.

Bug Report:
  • Reason for issue: (if known, i.e. only when blinded by a monster first, only when I used Dash, etc.)
  • Type of bug: (i.e. Pet issue, Character issue, potion issue, monster issue, etc.)
  • List of all buffs, pets equipped, gear equipped, potions loaded when the issue occurred
  • Last thing you did prior to the issue
  • Exact map and location of the occurrence
  • Screen shots or video of the incident [FAQ: How to Screen Shot]

Notes:
  • The more information you can provide, the better chance of your issue being resolved swiftly.


Overall Notes:
  • Please remember Customer Support is not the cause of your issue, so being rude and cursing at them will not aid your problem in any way. The person who is handling your ticket in such cases of overt rudeness, obscenities, and threats can refuse to handle your ticket and add it back to the queue for someone else to handle which will result in longer response time for you.
  • Remember you are likely not the only person with an issue in, so patience on your part is required.
  • Tickets are handled in a first come, first served process.
  • While tickets are generally responded to within 24 hours, during times of larger problems, holidays and such it is possible it will take longer.
  • From time to time, other tickets might take precedence over your ticket.

Send a ticket to Customer Support
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Vilya
Community Manager EN/PL
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This post has been edited 1 times, last edit by "Vilya" (15. July 2019, 20:18) with the following reason: added ticket guide

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Vilya

Community Manager (en/es/it/pl/ru)

  • "Vilya" is female
  • "Vilya" started this thread

Posts: 8,429

Date of registration: 3. September 2014

Location: USA

Occupation: Last Chaos Community Manager

Thanks: 276

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2

Monday, 15. July 2019, 20:14

Ticket System Guide

To get to the ticket page, you must first click this link: Support
Please note the current languages which support can assist you in are: German, French and English only.

Once you are on the support page, please do the following:



  1. Log into your account with which you have issues or questions.
  2. Choose No Glyph Account button


Once you are on the following page you will see this:

First you will need to choose Non Glyph Account in the first drop down menu box.
  1. Choose your issue type from the drop down box.
    • Account deletion - Choose this option if you wish to delete your account. Please note, this will delete your entire gamigo account and it cannot be undone and the data cannot be reused.
    • Account issue - Choose this option if you have problems logging into your account, wish to get information on a block or ban to your account, or have questions about your general gamigo account.
    • GM services - Choose this option if you wish to apply to be a Game Masters, Moderator or Tester. Other potential reasons for choosing this option would be if you disconnected during an event and did not get your prize, or if you need to meet up with a Game Master in game for something specific.
    • In-Game Issues - Choose this option if you have are having issues in game, such as a bug or missing items. This is also the option you will use if you have general game questions.
    • Payment problem - Choose this option if you have a problem with buying or receiving game cash packs. Please be sure to include your payment information such as confirmation number, payment type and amount purchased.
    • Report a player - Choose this option if you wish to report another player for a rules violation. Please note that evidence should also be sent when using this option.

  2. Please include the email address that your ticket response will go to. This should be the same email address associated to the account in question.
  3. Choose your game from the drop down menu of gamigo games.
  4. Choose a subject for your ticket.
  5. Describe your issue, please be as precise as possible in your explanation. Please refrain from profanity or threats as these will not help the situation in any fashion.
  6. Credit Card number is for payment issues only and not required for the other issues.
  7. Upload any attachments you feel will help customer support in their resolution of your issue.
  8. Submit your ticket.


Once you have clicked Submit, you will be directed to another page. On this page you can find your ticket number in the URL:


You can also find this number in your email which will be sent letting you know that your ticket was received. Please keep this number handy until after your issue is resolved, in case you need to reference it later.

Thank you.
Vilya
Community Manager EN/PL
Homepage | Support|
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