Ticket System

[Bills]

Hey folks just an update for you all.

We are currently working on a ticket system so when you post a help request they all get answered and logged.

You see currently our system if it can be called that is horrible. Former admin did such a piss poor job a dedicated team of support people could not fix tao in its current state.

What we are doing however is adding a system that will help us help you guys better.

Half of the help request that come in are missing details we need to actually help people. That slows down things and nothing ends up getting done.

This is going to change. Within the next 5 days.

------------

We are currently working on a new site look. This will be done within the next 2 weeks. Rankings and site updates may slide in the meantime as we focus all efforts onto this.

[Bottle]

Bills, you really need to get some sleep man. Isn't it something like 3am over there?

But it's a good idea. The FAQ is all very well, but the questions that are answered are not the frequently asked ones.

[Leigh]

Bills, you really need to get some sleep man. Isn't it something like 3am over there?


I keep telling him the same thing but he never listens. :)

Poor guy, he's going to need some Prozac by the time this is all overwith!

[Bills]

It does seem I work alot doesn't it...

Cause you know... I'm the money hungry company man... just a poke at former unnamed admins....

Anyhow...

Time to play...

Check out some content managment systems, don't worry so much about the look look at features...

http://vbadvanced.com/

[Kalamady]

Bills, most all of your posts that I have read made me laugh. :P

[hesam]

waaaaa ticket system?well is kinda cool but do u have time to fix everything or machine will do all?

[Bottle]

Hesam, do us all a favour, and stop posting until you can form a coherent sentence.

[hesam]

bottle YOU do us a favour and stop posting i get annoyed when i see ur posts.and don't think ur better then me!!! :mad:

[Bottle]

I don't think I'm better than you at anything, including constructing a coherent sentence, which I KNOW I'm better than you at.

[Kalamady]

bottle YOU do us a favour and stop posting i get annoyed when i see ur posts.and don't think ur better then me!!! :mad:

Well, he is better than you.... :rolleyes:

[Bottle]

And now back to the topic at hand, the ticket system. All comments and opinions (except incoherent ones) appreciated.

[Bills]

waaaaa ticket system?well is kinda cool but do u have time to fix everything or machine will do all?
I wish...

[AssassinOfLords]

I am not sure about what this is exactly. It just seems like a system to help you get back to us. If it works right, it sounds good to me. I just wish that rankings did not have to slip for this.

[hesam]

bills while ur doing this stuff fix my friends account plz i know ur busy but she really wants u to do it for her as soon as possible
1.give the account for revelations she is gold and her name is nooki
2.she joined forum and she can't send any private messages or reply to anyones thread and her username in here is nooki too thanx
she is gold

[ArcPaladinZero]

hesam! Welcome to APZ's iggy list. Bills seems to get more and more humorus through his posts. Lack of sleep?

[Snork]

Former admin did such a piss poor job a dedicated team of support people could not fix tao in its current state.


Be nice buttface. :)

hesam, what's up with you?
Why don't you try making sense, you'll get a better response that way.
And post your help issues in the right forum, this isn't the gold help forum.

Hey, what exactly is a ticket system anyway?

[hesam]

i know but bills only check some especial threads that's why i posted here so he can see it

[Snork]

i know but bills only check some especial threads that's why i posted here so he can see it

Maybe you should obey the forum rules and post where you should.
You act like you're more special than everybody, so the rules don't apply to you.

He'll see it if you post it properly.
Posting in the wrong spot deserves to be deleted and ignored.

Oh, btw, hi, I'm Snork.
Never talked to you before, I better pm you.

[Jeffery]

A ticket system is very much like a PM system.
When you have a problem, you fill out a form describing the problem, and it is assigned a #, and put into rotation to be looked at. The proper person looks at it, tries to answer you, and send you a reply with the same number.
This allows tracking and HOPEFULLY, better communication for problems people have.

[Duffman]

You see currently our system if it can be called that is horrible. Former admin did such a piss poor job a dedicated team of support people could not fix tao in its current state.

Give it a rest! You knew he had little to no programming capabitities so if you expected him to do any of this then thats your mistake.

And a piss poor job is better than doing nothing at all.

[The X-Treme]

Well I see duff's a big fan......good job Bills

BTW. I havent seen a board on here that Bottle doesn't insult someone.

[Jeffery]

Then you don;t look at help or suggestions much. He is afraid of those boards.

[Bills]

Give it a rest! You knew he had little to no programming capabitities so if you expected him to do any of this then thats your mistake.

And a piss poor job is better than doing nothing at all.
Actually no...

You don't have to fix a piss poor job you just start from scratch which costs you less time.

And no he was acocrding, to him a computer system programmer with the same schooling as I had.

So if you don't know the facts keep your month shut.

[Duffman]

Actually no...

You don't have to fix a piss poor job you just start from scratch which costs you less time.

And no he was acocrding, to him a computer system programmer with the same schooling as I had.

So if you don't know the facts keep your month shut.
Granted, I don't know the facts. But you have no right to keep pulling cheap shots on DR like that one. If you are going to provide a professional service why don't you act professional instead of insulting like a child.

And for the record I'm loving the improvements that are happening and i respect the amount of work Bills is putting into this.

[Bottle]

Then you don;t look at help or suggestions much. He is afraid of those boards.

I do go there sometimes. Especially the gold acc help forum and newb board. The suggestions board has got boring now, and the only suggestions that are made are the same old ones over and over.

And X-Treme, I know you don't like me, but that's no reason to randomly attack me. And was I, in fact, being insulting at all? No, I simply advised him to make his sentences more coherent. I've seen far worse insults than that before.

Bills, what is a ticket system? :)

[theburning]

Towards the end of DR's time here the spamming was getting under better control.
Though, I can see how it perhaps wasn't a 'system'.

The system was just my computer addiction has me online enough to catch most of the spammers on the servers.
I'd send him a msg on msn saying 'blahblah' from what ever server is spamming.

They were gone pretty soon usually

I'd like to see how this new ticket system works. The spamming has been out of control lately.
How quickly would these tickets be answered?

[nooki]

lol.....
well the new system better be good.... ;)

[xerent]

I think the ticket system is more for account management rather than in-game management.

Forum status upgrades, Gold account upgrades, Revelation log-in problems, Technical problems (not getting game to load... etc) would be appropriate ticket logs. This system has a too great a turn-around time to effectively deal with time-sensitive issues, such as spamming I think.

[Jeffery]

I think the ticket system is more for account management rather than in-game management.

Forum status upgrades, Gold account upgrades, Revelation log-in problems, Technical problems (not getting game to load... etc) would be appropriate ticket logs. This system has a too great a turn-around time to effectively deal with time-sensitive issues, such as spamming I think.
Correct sir.

I explained it further up the line, but a ticket sustem is just n organised help PM system.

[Bills]

Most of it, is helping us help you guys.

We get so much email, pm requests its all a unsorted mess its hard to keep track of whats taken care of and what ani't.

This will solve that. We just put the system live for our own record keeping and its amazing. We will be clearing all the golds that should have been de-golded shortly.

Soon a new front end ticket system will be put online and a better sign up for gold page.

We are excited. Also the first mock up of the new site is going to be shown to me today so I am hoping its a good one.

Alot in tao is going on just hard to tell from the lack of updates on the site. Have no fear Bills is working as is RedBones on making tao 1.2 happen.

[*The Nothing*]

Cool, this ticket system sounds great. Any suggestions as to when it'll be done?

*TN*

[Medemia]

This should be good. It'll be like the DMV where you pull your ticket that says "Number 97" and the little ticket window says "Now Serving 05". But it's a good idea as long as #96 doesn't leave to go to get some lunch and doesn't return for 5 hours while they decide to wait.

[Jonspen]

Finally! My problems...Solved! Man that is so good i need a beer, Bills has the affect on me you see. :cool:

I do actually have a great problem, I know alot have had too, look in bugs and check my "About:blank" Thread.

[nooki]

Alot in tao is going on just hard to tell from the lack of updates on the site. Have no fear Bills is working as is RedBones on making tao 1.2 happen.
Excuse me I have a question, what version of TAO is this now?
I am little bet confused!!!!And who is redbones I like the name of it :)

[Jonspen]

Redbones = New admin.....

Version of TAO? The same version as before, or at least what I know of.

[Jeffery]

Yeah. But at least here if your problem is minor you can just go to the local fake license maker and get fixed up real fast.

Bills. I am sad to hear you will be gettin around to ungolding certain accounts. Only becaue my other account was enjoying the longevity he somehow wandered into.

Also, with the redone Gold Account signup, can you add a Referred By item? Not something that HAS to be filled out, but one that can be if the purchaser wants to. This would allow for tracking on where your new accounts are coming from, as well as add the possability of a referral contest to get new members.

Red Bones is a FPS engineer, who's doing the backside work on the site and forums. He already works for FPS, and they just dumped us on him too. :)
And the version 1.2 he is referring to is the upgraded website, forums, and game improvements that have been put into place.

[nooki]

Nice....
Jeffery how do you know this stuff?What are you here an admin?And sorry for this noobie question :o , but how come redbones never were online and never post anything....is like he never been here!!! I mean the admin must show it self to people....by the way jeffery ur good :D

[Jeffery]

Nope. I am just a very curious person. Generally, if there is something I don;t know, my nosyness requires me to learn it real fast. vBulletin is a widely used system, and everything else is information readily available to everyone. I just happen to pay attention to a lot more than most, and get the info on a more regular basis.

And Red Bones shows himself to the FPS forums, because that is his job there. His job here is not to talk to us, but to listen to Bills whine about all our whining, and fix stuff for him.

[nooki]

Nope. I am just a very curious person. Generally, if there is something I don;t know, my nosyness requires me to learn it real fast. vBulletin is a widely used system, and everything else is information readily available to everyone. I just happen to pay attention to a lot more than most, and get the info on a more regular basis.

And Red Bones shows himself to the FPS forums, because that is his job there. His job here is not to talk to us, but to listen to Bills whine about all our whining, and fix stuff for him.
Hmmm.. intresting!!! :eek:
I think you need to tell Bills to appoint u as something here because you know stuff ur not like me to be stupid ur smart and u learn faster then me.Usually girl learn faster then boyz but i am opposite :p.
By the way another suggest for the forum, sorry to say it here but I just remembered that when u sign in... it says: Welcome nooki" in white,and I think Bills should change that to gold so it would be cool....

[Jeffery]

I don;t want to be anything here. i like helping people because i can. if I HAD to help them, i would also have to be nice. I much prefer to be an overopinionated bastard who can be quite the asshole when i want.

[hesam]

lol..
This update is better be soon or i am leaving.
And yeah jeffery ur doing alot of sweet talk to my sister :p jk jk
I am going to creat a new game soon so ur dream is happening now that i have to leave TAO for a while and then come back need to finish my projects first.hope everyone a big big big big big big luck.

[Jeffery]

What update are you talking about?
The forums are already updated, the game has the updates as well.

[Snork]

Nope. I am just a very curious person.

( Psst! He's a pervert that does a lot of peering through windows)

[Jeffery]

Yes. But the camera in your shower works much better.

[nooki]

Well I have a huge thing to say:
I was in banff yesterday and then two times in a row I got disconected from the server,that happend to other... every grey and every gold, and today I was online in revelation with someone else account for temprory and then i got disconected again and this time it happends 3 times in a row after 20-30 minute you get DC. I think in the huge update that Bills done there were something is missing or a code got messed up.... :rolleyes: anyway I don't know this stuff alot but I know this is a big problem for me and for everyone else.What is the problem? :confused:

[T3km4n]

I want to make a ticket saying, THE ICONS AND SMILIES SUCK AND HAVE WHITE LINES AROUND THEM, and another saying, I WANT ACCESS TO MY CUT AND AVATAR!

[Snarr]

What update are you talking about?
The forums are already updated, the game has the updates as well.

Why did you tell him he said he was leaving.

[Jeffery]

Cuz even the noobiest should at least be properly informed.

Besides, he's making his own game. I kinda wanna see how bad the spelling in it will be.

[Bills]

Nice....
Jeffery how do you know this stuff?What are you here an admin?And sorry for this noobie question :o , but how come redbones never were online and never post anything....is like he never been here!!! I mean the admin must show it self to people....by the way jeffery ur good :D
Jeff been a great help, best part is 9 times out of ten he is right about stuff then I havn't even made public yet.

Not that the stuff is secret or anything he just has a good eye for things.

It's nice not to have to clear up things all the time.

Refereral that is a field we could capture just for interesting stat purposes.

Currently we automated the sign up process, before we'd have to manually populate a database with client info, it was a long, slow and horrible way to do things.

Now it's quick and easy.

It really helps out with things, you'll see once the user end side of things go live they are huge upgrades to support.

[hesam]

Hahahahaha.... Snarr I didn't say I am going completely....And jeffery my game is with a help of my old friend, And in the forum that i have for my game it has spell checker to order everyone that wants to see what is correct know it -_-" :cool:

[theburning]

Why did you tell him he said he was leaving.

Hesam said he was leaving ?!!!!!!!!!!!

[nooki]

Hesam said he was leaving ?!!!!!!!!!!!
TheBurning look at the suggestion thread I think he wrote it there(might be wrong) ;)

[hesam]

I am leaving because you guys made me to,I got alot of enemy even my sister so I am leaving and I have alot more to do

[theburning]

Farewell!

[Jeffery]

I'll believe his leaving when the collective IQ goes up.

[***Duo***]

And then be brought back down by some idiot.


-Duo

[Bottle]

I'm back! :)

*Average IQ drops again*

[Office_Shredder]

Guys, the average IQ here is pretty much constant.... once you hit negative infinite, it tends to stay there

[Jonspen]

My clinton shaped peanut beat me at the IQ test.

[dogbone]

hi there,
how are u? I hope everthing is cool.

[Jeffery]

Jeff been a great help, best part is 9 times out of ten he is right about stuff then I havn't even made public yet.

Not that the stuff is secret or anything he just has a good eye for things.

It's nice not to have to clear up things all the time.

Refereral that is a field we could capture just for interesting stat purposes.

Currently we automated the sign up process, before we'd have to manually populate a database with client info, it was a long, slow and horrible way to do things.

Now it's quick and easy.

It really helps out with things, you'll see once the user end side of things go live they are huge upgrades to support.
You might want to also have the automation generate a list for upgrading a persons account in the forums, as well as Revelations.
Adding a "Forum Name" to the signup would allow this to be done (as an optional field)

[Warcow]

hi there,
how are u? I hope everthing is cool.

Please go away, Bills seems like a good system, hope it's implemented soon. Perhaps something could be done in this way for the rankings? PS i know nothing about computers, so if this is a rediculous idea please don't laugh

[actgfin1234]

Warcow is right....


...he really doesn't know ANYTHING about computers.
For the rankings to be updated automatically, it would take TONS of work. I'm not even sure how it's possible. I don't know how Html or any other script could tap into the server database and collect the information. For now I think it's going to be a manual thing.

[Warcow]

My bad, I warned you though :)

[T3km4n]

So, this system will speed up changes and help? It seems to be slowing us down right now because there are some obvious changes needed, and where the hell is Bills?

[Bottle]

I rather suspect he might be getting the 3 hours sleep he gets in between constantly working on TAO.

[*The Nothing*]

Well, jeffery, I'll give it to ya. Your damn good at that.

*TN*

[dogbone]

:rolleyes: yes but i don't how to do it. :confused: You might want to also have the automation generate a list for upgrading a persons account in the forums, as well as Revelations.
Adding a "Forum Name" to the signup would allow this to be done (as an optional field)

[***Duo***]

And who are you again?


-Duo

[Bottle]

A newb. Says it all, really.

[AssassinOfLords]

Warcow is right....


...he really doesn't know ANYTHING about computers.
For the rankings to be updated automatically, it would take TONS of work. I'm not even sure how it's possible. I don't know how Html or any other script could tap into the server database and collect the information. For now I think it's going to be a manual thing.
It probably is possible, it would work off the same system as the clan lists on Leg. There is no way that that is done manually.
*imagines Seed checking the stat of EVERY member*

[Jeffery]

Generating the list would just require a small program that would go through the plauer files. Not that bad at all.
But I would suggest it NOT be totally automated, but a program someone runs, then manually updates the page.

Personally, a script on the website linking into the player files serverside is just too unsecure.

[Bottle]

Insecure. :)

(I know how you hate people correcting your spelling, but I couldn't help it :))

[Megabyte]

I'm sorry if this seems impatient or rude..

but any ETA on that ticket system?

been two weeks (estimated time in first post) and obviously the 5 day time for implementation is past....

just curious as there seem to be a good number of help requests and emails going unanswered (judging by the gold help forums). Yes i can vouch that some at least are falling in the cracks still, so I'm assuming there was a delay in the ticket setup for some reason...

[Bills]

I'm sorry if this seems impatient or rude..

but any ETA on that ticket system?

been two weeks (estimated time in first post) and obviously the 5 day time for implementation is past....

just curious as there seem to be a good number of help requests and emails going unanswered (judging by the gold help forums). Yes i can vouch that some at least are falling in the cracks still, so I'm assuming there was a delay in the ticket setup for some reason...


Final days, we have the files on the new server. We are also going to switch to a better server and it took longer than expected to fully secure it.

Files are un just in a different location and undergoing final testing now.

[zzzaacckk]

does this mean that the new website will be up soon and therefore a ranking update???????

[Bills]

We are hoping this monday the new site will be up, we will bug test Sunday. Not all features will be rolled out at once. Some will follow later on in the week.

The ticket backend has been completed. Rankings will be updated when new site rolls out.

As for rankings they can't be auto generated because they use Flash Comm servers, or else that woudl have been a change we made during this upgrade.

[AssassinOfLords]

That's cool. Are the clan lists auto-generated? If so, why can the rankings not work that way also?

[Bottle]

It's too complicated to actually sort the numbers into numerical order, as I understand. Simply collecting clan names together is probably a lot easier.

[The Cheat]

Say what Now? :confused:

[Megabyte]

Say what Now? :confused:


*slaps u for such an annoyingly vauge question*

[zzzaacckk]

hmmmm its monday.....so much for the new site...

[Jeffery]

We are hoping this monday the new site will be up, we will bug test Sunday. Not all features will be rolled out at once. Some will follow later on in the week.

The ticket backend has been completed. Rankings will be updated when new site rolls out.

As for rankings they can't be auto generated because they use Flash Comm servers, or else that woudl have been a change we made during this upgrade.

Soo.........

Which function was rolled out today?

[Snork]

So, I was at work today.

I work in a grocery store, and there's a bank branch in my store.

I was in the bank, showing the banker my coin collection, making a deal for him to buy some of the rare coins, and ones from other countries.

Then I farted, and he kicked me out, and banned me for 2 days. :(

[Office_Shredder]

It's ok snork.... I'll give you a shiny dime for that nickel from '32

What..... :shiftyeyes: We totally need a shifty eye smilie

[truffleshfl]

So, I was at work today.

I work in a grocery store, and there's a bank branch in my store.

I was in the bank, showing the banker my coin collection, making a deal for him to buy some of the rare coins, and ones from other countries.

Then I farted, and he kicked me out, and banned me for 2 days. :(

Wow, what an asshole (the guy, not you.) Was it a SBD one or one of those loud ones that echo when your sitting on a plastic chair?

[psychofireman]

will the servers here become like legends and instead of doing a monthly 5 $ could we do a anual fee or something like that? SInce I support a few golds my pocketbook would appericiate that and who knows I might just support a few more people if that were to happen. edit edit edit...good thing this is my only hobby

[Bills]

That's cool. Are the clan lists auto-generated? If so, why can the rankings not work that way also?
Beacause its something to do with the Flash Comm servers...

[~Dark-Rain~]

How do I do a Trouble Ticket?! I hafta do that so Bills lets me on Rev, I don't see why you can't just do it.... It's been 3 weeks.

[Jeffery]

How do I do a Trouble Ticket?! I hafta do that so Bills lets me on Rev, I don't see why you can't just do it.... It's been 3 weeks.
http://www.tacticsarena.com/gold/support/

[~Dark-Rain~]

Ummm This is a problem, I'm not paying for my subscription, I can't do anything...... GOD THIS SUCKS!!!!!!!!!!!!!!!!!!!!! >_<

[Poop Slinger]

Another big problem with the ticket system set-up is a s follows. Previously Person A paid for person B, C, and D. So Person A has all the subscription reciepts.. Everyone who trusted Person A.. no has to trust they won't make a change of password request.. and Person(s) B C D w/o the reciept # cannot make such request either.. A major factor before was trust the the account was upgraded... and of that of the person paying for you gold.. Now it is completely in the hands of the person paying for the account.

If Person A falls off the face of the earth.. B C D are screwed in the eyes of the ticket system.

[Bills]

The one paying for the account is in most cases the one in control of the account...if they want to give you access to change stuff get the ID number from them.

This is also good for the security of your account.

[Lord Shinok]

I can't use the ticket system to change my password because I use moneyorder so what now? Just email bills my pw and give him the new one?

[Bills]

Yup just email goldaccounts@tacticsarena.com with account name, old and new password.

[Lord Shinok]

Thank you very much! :)

[The Prophet]

All I can say is that the ticket system is awesome. Had a ticket answered and fixed in several hours.

[AssassinOfLords]

Luckily, I haven't had a problem that has needed fixing, so I'm witholding all judement until I have a problem.

[Jeffery]

I have used it twice, and both times received help.
Although, there was one other time when it didn;t quite work properly. But that was a funky thing about me not using right name when I upgraded again.

The system works fine, but something still needs worked out for money order/other type help.

[***Duo***]

Haven't used it yet.
Don't want to use it really...
Reason:I don't want a problem to happen!
But, it sounds good.
Good job Bills...


-Duo