There are thousands of us that play World War Rising. The game is fun, challenging, and a great way to connect with people from around the world. On occasion, things don’t go as planned in the game. We automatically expect things to be perfect in World War Rising and often forget that Customer Support, the Developers, and all the other people working hard to make the game fun for us are human.
No one is perfect and sometimes mistakes happen. By writing well communicated and informative tickets when problems occur, we can help each other to ensure the game runs much more smoothly.
In this article, we will look at the art of ticket writing.
What are Tickets?
Tickets are our way of contacting WWR Customer Service if a game issue arises. We all expect the game to perform at a certain level, and when glitches or other issues occur, we want them corrected as soon as possible.
Many players may not realize the people that create this game want those issues corrected as soon as possible also! We can help each other by writing tickets that are clear, concise, and containing information that will allow WWR to look into each matter properly.
How to Submit a Ticket
- To write a ticket when an issue has occurred, simply start by pressing the MORE button on the bottom right of your city screen.
- Next, you will see a menu with several options. Click on the Help and Support Button.
- Pick any topic. At the bottom of the page, you will see a Contact Us option. If you are a Platinum Member, the contact button will be directly on the Help Menu Screen
- You have arrived at the Ticket Writing Screen!
Once the ticket has been submitted, communications will continue through your registered email with the game. It is VERY important to be sure that you have the correct email associated with your account so that the proper communication can continue.
They will send you a copy of what you wrote in-game and a quick summary of actions that may or may not be taken, or if further information is needed.
The quicker you are able to respond, the faster your issue may be resolved. Keep in mind that they are dealing with hundreds of players. It may be a moment before they are able to get back to you. Be patient. If they need further information, be sure to give exactly what they ask for to expedite the process even faster.
Oftentimes Customer Service will compensate players while issues are being corrected. This should not be expected, however, and varies from player to player as well as from customer service agent to customer service agent. Each experience will be a unique one.
The most important thing to remember is that Customer Service is there to listen to your concerns and forward them to the appropriate department. They are very limited to what they are able to do themselves.
What Types of Issues Should be Reported?
When things do not happen as we expect, especially when we have paid for those expectations, it’s extremely easy to become frustrated at the only person you have contact with involving the issue, i.e., Customer Service. We do need to remember that game development is NOT in their job description and they do not have the power to make the changes themselves. They are not game developers. They are not “devs”.
So how can we help them, help us? Let’s begin by looking at some viable things to submit tickets for:
Stat Discriminations: Pay attention to the blogs and what they state for the correct amount of stats for a piece of gear or skill on anything that gives a stat percentage. On occasion, there has been a decimal placement issue that resulted in stats being way off balance or depriving us of the promised stats that were posted.
Events Operating Incorrectly: On occasion, there may be a blog for an event that does not seem to be happening as it should.
Game Improvement Suggestions: If you would like to suggest a new event or type of gear as an example, be sure to include how and why you feel this may be an improvement. Often, when several players suggest the same things, the developers are happy to try to work it into actual gameplay!
Harassment Against You: If a player violates the terms of use against other players, this should be reported.
General Game Performance Not Operating as Expected: On occasion, glitches happen in our favor. For example, being able to kill a Syndicate Outpost with no troops. We know this is not a norm. Reporting it instead of taking advantage will save you a headache if items are removed during the glitch when it is noticed.
Key Items To Include in Ticket Submissions
Believe it or not, Customer Service wants to help. Let’s look at some specific things that should be included in your initial ticket to start.
Subject Line: Be sure to include a subject line that makes sense and specifically states your problem. It should be clear and precise so that both you and customer service know what the ticket is about even before seeing the details in an email chain for example. This also allows issues to be seen at a glance. If there are multiple tickets for the same issue, it may be addressed faster.
Pertinent Information: Try to give as much information as possible surrounding the issue so that the issue may be recreated and tested if necessary. Tell them what items may have been involved or what time something occurred. Repeat step by step what occurred for you if possible.
Include FACTS and Not Opinions: Give information that makes a difference to resolve your problem. Also, keep in mind that we are not developers ourselves. We can guess all day long what game creators may be doing, but no one really knows. Allow them to do their jobs.
Include Screen Shots or Video of the Issue: This will help so that the issue can be looked at directly as needed. You will have the opportunity to send them once the ticket has been submitted and moved to an actual email.
Again, BE SURE YOUR EMAIL IS CURRENT. If they can not contact you, your issue may never be resolved.
What NOT to Do
Do Not be Rude: You can attract more flies with honey and empathy goes a long way.
Do Not be Demanding: Do not expect to get anything just because you contacted customer support. Remember the ultimate goal is to fix the actual issue. Items gifted in these circumstances on occasion is a nice bonus!
Do Not Send Multiple Tickets on the Same Issue: More mail will clog up the system further. Don’t forget to make the subject line clear when you send the ticket initially so that you can follow the progress easily within your email.
Do Not Expect to Have your Own Mistakes Taken Care of In the Way You Want: This game is a learning process. Sometimes part of that process is losing. Be sure to always PYS (Protect Your S*%T). Your account is an entertainment investment. It is your responsibility to take care of it, not World War Rising.
Many people clog up customer service operations with complaints and issues that are player error. Remember the goal is to fix overall mistakes in the game that hinder yourself and other players gameplay through no fault of their own.
Trying to get something for nothing prevents a genuine focus on the real issues and also makes it much harder when there is an actual glitch and people lose. Crying wolf makes it extremely difficult to distinguish when there are actual issues are and causes the fix to take much longer than necessary to be corrected.
What Do the Player Experts Suggest?
Most people have written at least one ticket to customer service. Some people have written more than others. Here is what some of your fellow Generals had to say about ticket writing in World War Rising:
“In my experience the best way to approach writing a ticket is this (the ones where I’ve gotten either the correct result or a result):
Be prepared – have screenshots and evidence of the problem and be specific in the resolution you want to see
Be persistent – it is unlikely the first email will resolve the situation unless it is really simple
Be patient – some fixes take a lot of time to follow up for updates if you have been promised resolution but not seen any result.
Be polite – it’s not usually the person who is receiving the tickets fault that there is a problem
Be empowered – know your rights as a consumer and if there is a genuine problem that is not being resolved reach out to the California BBB or your local consumer protection agency for assistance.
Finally, when someone does a good job resolving the issue give them good feedback.
Positive reinforcement is sometimes more effective than threatening consequences.”
-Htron (RON) Mercury Reach #267
“My history with support has been decent. Support is a position that works for a company. Yes, they can grant you an item, but they also have to follow guide lines.
Most do not understand what your talking about or have very limited information about the game. Be very descriptive with your support tickets and screenshot everything risky you do. Without screenshots your chances of getting returned items are greatly diminished.
Being rude with support and calling the game trash isn’t going to help your cause. Try not to ask support back for your troops. Be a bit more firm if you truthfully feel like the game was wrong.
You may not always get the response your hoping for, but keep in mind most cases like yours are equal, so odds are they didn’t get compensation either
-Karebears/Kollman (V M) Shale Plateau #283
“When submitting a ticket to customer service be polite and concise in initial contact, and be prepared with screen shots of what your issue is. Any math you can show to back up your complaint is helpful. Usually a CSR will get back to you and you can submit more detail through regular email.”
-Rachel Saiph #521
“To get the best response to support tickets, keep it polite and respectful. The support team aren’t the developers and don’t have any part in causing any issues you experience.
Explain the issue in as much detail as possible, and how it has affected your game play. Explain your preferred resolution as well, but don’t beg for freebies.
Something as simple as ‘The advertised region boosts aren’t working, research in the normal and special region are using the same amount of resources. This has cost me an additional X resources due to this error, can you please look at this and restore the difference to my account?’
You’ll usually get a reasonable response. If you’re unhappy with the first response, reply with evidence of the issue and explain why you’re not happy. If you get your issue sorted say thanks!”
-Jadap1 (ar15) Steel Area #531 and (MOB) Slate Field #325
What Comes Next?
On occasion, things don’t go as planned, and so the tickets are written. Check out the following links for more information on topics you may have questions about.
Keep a Sense of Humor
Remember that despite occasion frustration, you’re here because you love World War Rising
A Day in the Life of a WWR General
Time to Buy Some Goodies
What Packs are Best for Me?
A Guide to Pack Spending in WWR
Other Topics to Brush up On
Some Key Areas to Check Out Before Writing Those Tickets
I’m Back! A Guide for Returning Players
Safety First
No matter what is occurring, be sure safety is always first!
Gaming Safety for Female Gamers
Conclusion
Sometimes things are not perfect in-game. Remember to keep a sense of humor. This is a game with real people behind the names, both in-game and in customer service. We are all people and working together for the best possible outcome is the goal. Hopefully, this article will give you some tips to make the process a little easier!
Please remember that these suggestions are made in order to assist players in the process of ticket writing and is NOT a guarantee that the exact desired outcome will happen.
I would like to thank the awesome player experts who assisted with this article on how to write a proper ticket.
Rachel Saiph #521
Htron (RON) Mercury Reach #267
Karebears/Kollman (V M) Shale Plateau #283
Jadap1 (ar15) Steel Area #531 and (MOB) Slate Field #325
Carol Burchett (GOW Real Tips https://www.gameofwarrealtips.com/)
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