33 commentsIt's been just over 6 months since the last community-wide Support Services update, so it's time again for a quick update on the current state of Support services, along with some of our recent changes and what you might see from Support in the future.
New Technical Support Representative
If you've submitted a technical support ticket recently, you may have already met the newest member of the Piranha Games Support Team. If not, it's time to formally introduce our new Technical Support Representative, Bobby Jubraj!
Bobby started with us just over a month ago, and now that he's had some time to settle in you'll start to see more of him here and on the forums. Technical Support comprises the largest bulk of the tickets we receive, so the addition of Bobby to the team has already and will continue to help improve Support efficiency and response times across the board.
Bobby started with us just over a month ago, and now that he's had some time to settle in you'll start to see more of him here and on the forums. Technical Support comprises the largest bulk of the tickets we receive, so the addition of Bobby to the team has already and will continue to help improve Support efficiency and response times across the board.
The current state of Support Services
Number of tickets: 1158
Average Response Time: 8 Days
Overall Satisfaction rating: 92%
First and foremost, improving our response time is currently our greatest priority. We have taken steps over the last few months to help improve that time, but continued improvements are needed.
Back in November, we disabled the site-based ticket submission portal due to some issues with the submission and tracking of those tickets. We later replaced the single support@mwomercs.com support address with six distinct addresses, sorted by support category, in an effort to improve organization and response time. These six addresses prevent us from having to manually sort tickets as they come in, which means we can dedicate more of our time actually responding to those tickets.
The removal of the ticket portal and the creation of those unique support addresses were temporary (and necessary) measures to resolve some pressing issues over the short-term. However, we realize the current e-mail based system is still not as efficient as it should be.
For one thing, the current system does not provide you with a means for checking the current status of your tickets. Looking back through your ticket history also requires that you manually search through your e-mail account, rather than having a single, functional portal through which to quickly view your ticket history.
For one thing, the current system does not provide you with a means for checking the current status of your tickets. Looking back through your ticket history also requires that you manually search through your e-mail account, rather than having a single, functional portal through which to quickly view your ticket history.
This leads us to our next topic....
MechWarrior Online Knowledge Base and Support Portal
As you may have noticed, MechWarrior Online does not currently have an official, user-accessible Knowledge Base in place. We realize this is a fairly significant gap in our services, so we've been working on a comprehensive MechWarrior Online Knowledge Base to fill this gap. This Knowledge Base will be comprised of a range of articles covering as many aspects of MechWarrior Online as possible, such as gameplay mechanics and common technical questions or troubleshooting steps.
A vital component of this Knowledge Base is that it will also tie directly into an entirely new Support Portal, through which you'll be able to submit, track, and reply to Support tickets.
We don't have a solid ETA for release just yet, but keep an eye out for future updates on the planned simultaneous release of our Knowledge Base and Support Portal!
"Too Long, Didn't Read" Summary
- We have a new Technical Support Representative!
- Response and Resolution Times are not what they should be. Improving these two areas are currently the greatest priorities.
- The ticket submission and tracking Support Portal will return.
- That portal will be tied directly into a comprehensive MechWarrior Online Knowledge Base.
- The release date of the Support Portal and KB is still TBA.
See you on the battlefield, MechWarriors.
Alexander Garden
Customer Support Lead
Current 'Mech: Panther PNT-9R [Smurfy Link]
