Admin + Mod (+GM) Tracker
Showing all content posted by Lixil, MattScott, Aphadon, Androvald, Selali, BrightNightLight, Ritual, SpuzvaBob, ShyLO, MrWiggles, Delator, Timeward, Stitchly, IamBattleFog, spawnbot, Administrator, Sandawg, ComFeyer, Amayii, LO_rider, WingmanDev, Azukii, 7otDog, AncientMew, Dunkelza, Dyresand, JackWarner, Mistmane, Mordaut, Paladon, Raxeus, J0RUNN, OldNet, Salubrious, Sakebee, Flight, Mirele, Emily or AlexLO.
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- Last week
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Hi everyone, It's been a while since I've done something like this, but in light of where we are at in CS, I think the community could benefit from a bit more transparency. Simply put - Customer Support is a mess. We tried switching to Zoho months ago, and instead of making things better, they got worse. It appears some sort of glitch in the setup of our queues caused specific types of tickets to get siphoned out of our main dashboard. It took us a bit to figure out that hundreds of players weren't being addressed properly, and once we did, we found significant bugs in the new system overall. So at the end of March we switched back to Zendesk. It's expensive, but it works. You guys should know that switching customer support systems isn't something we take likely. Each time we do it, the team has to backup all the history and evidence and load it up in a side tool so that we can look it all up without referring back to the original system. If you haven't already seen the message posted at the end of March, here is it again: IMPORTANT: If you haven't already, please reply directly to your/our last response by email. This will trigger our system to pull proper information over from our backup for your ticket. Until further notice, I'm going to start posting weekly stats on where Customer Service is at. DISCLAIMER: This week's stats look a lot better than they really are. Many players still haven't replied to their old Zoho ticket email. I'm guessing as word gets out and players read this thread, the number of tickets will jump up dramatically. Also, the oldest ticket starts the day we reactivated Zendesk. It's not the actual date of the oldest ticket because the original ticket date was lost in the transition. TL;DR: If you want your ticket addressed, now is the perfect time to reply and bump yourself up in the queues. STATS for 4/4/2025: Oldest ticket: March 26 Total Tickets in the system: 352 Unassigned Tickets: 114 Assigned Unsolved Tickets: 165 Pending Tickets: 35 Thanks, Matt
- Earlier
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Hi everyone! Our new provider is moving fast, but with the holiday weekend, there are some delays. We won't be able to move hardware just yet, but the team is making good progress on the internal setup. We'll keep you posted and let you know as soon as we start racking servers. Thank you for your patience!
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Hi everyone! Our new provider is moving fast, but with the holiday weekend, there are some delays. We won't be able to move hardware just yet, but the team is making good progress on the internal setup. We'll keep you posted and let you know as soon as we start racking servers. Thank you for your patience!
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Hi everyone! Our new provider is moving fast, but with the holiday weekend, there are some delays. We won't be able to move hardware just yet, but the team is making good progress on the internal setup. We'll keep you posted and let you know as soon as we start racking servers. Thank you for your patience!
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Hello, For that matter, please contact our Customer Support by writing a ticket on https://gamersfirst.com/support . Sorry for the inconvenience. - Azukii
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Hello everyone, As many of you know, our ETA for bringing the servers back was Friday, but we missed that deadline. Our CEO has shared a brief explanation in our discord general chat (discord.gg/littleorbit), but we want to ensure everyone is informed. Right now, we’re in discussions with our provider and waiting on their feedback. As soon as we have more details, we’ll share them with you. We appreciate your patience and will keep you updated.
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Hello everyone, As many of you know, our ETA for bringing the servers back was Friday, but we missed that deadline. Our CEO has shared a brief explanation in our discord general chat (discord.gg/littleorbit), but we want to ensure everyone is informed. Right now, we’re in discussions with our provider and waiting on their feedback. As soon as we have more details, we’ll share them with you. We appreciate your patience and will keep you updated.
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Hello everyone, As many of you know, our ETA for bringing the servers back was Friday, but we missed that deadline. Our CEO has shared a brief explanation in our discord general chat (discord.gg/littleorbit), but we want to ensure everyone is informed. Right now, we’re in discussions with our provider and waiting on their feedback. As soon as we have more details, we’ll share them with you. We appreciate your patience and will keep you updated.
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Hi everyone, We know many of you have been waiting for an update, and we want to be as transparent as possible. As you’re aware, the recent downtime was not something we were informed about or given advance warning for, but we are doing everything we can to get the servers back online as soon as possible. We are actively working with our service provider, and preparations are in progress. Based on the current timeline, we expect to have everything back online by Friday. This has been a difficult situation, and we know it’s far from ideal for anyone. If anything changes, we’ll make sure to update you as soon as possible. Thank you for your patience.
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Hi everyone, We know many of you have been waiting for an update, and we want to be as transparent as possible. As you’re aware, the recent downtime was not something we were informed about or given advance warning for, but we are doing everything we can to get the servers back online as soon as possible. We are actively working with our service provider, and preparations are in progress. Based on the current timeline, we expect to have everything back online by Friday. This has been a difficult situation, and we know it’s far from ideal for anyone. If anything changes, we’ll make sure to update you as soon as possible. Thank you for your patience.
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Hi everyone, We know many of you have been waiting for an update, and we want to be as transparent as possible. As you’re aware, the recent downtime was not something we were informed about or given advance warning for, but we are doing everything we can to get the servers back online as soon as possible. We are actively working with our service provider, and preparations are in progress. Based on the current timeline, we expect to have everything back online by Friday. This has been a difficult situation, and we know it’s far from ideal for anyone. If anything changes, we’ll make sure to update you as soon as possible. Thank you for your patience.
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Hello everyone, Our server provider is currently performing an unannounced migration that we were not informed about in advance. As a result, services are temporarily affected. At this time, we do not have an ETA for when their migration will be completed. We understand this is frustrating, and we truly appreciate your patience. We will share any updates as soon as we receive more information. Thank you for your understanding!
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Hello everyone, Our server provider is currently performing an unannounced migration that we were not informed about in advance. As a result, services are temporarily affected. At this time, we do not have an ETA for when their migration will be completed. We understand this is frustrating, and we truly appreciate your patience. We will share any updates as soon as we receive more information. Thank you for your understanding!
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Hello everyone, Our server provider is currently performing an unannounced migration that we were not informed about in advance. As a result, services are temporarily affected. At this time, we do not have an ETA for when their migration will be completed. We understand this is frustrating, and we truly appreciate your patience. We will share any updates as soon as we receive more information. Thank you for your understanding!
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Hello and sorry for the late reply, Regarding that matter, please contact our Customer Support on https://gamersfirst.com/support - Azukii
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We had a localization issue which displayed the wrong message when an account was banned. The incorrect message told the player to contact customer support. But the last thing we need is everyone contacting customer support and overloading those folks. This is why Mage worded his post the way he did.
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12/18 Version 1.32 'Mobilize'
MattScott replied to MageLO's topic in Social District (General Discussion)
We are deploying a fix to servers now for the crash. -
Jericho "sneeze" 12/18/2024 18:28 EST approx
MattScott replied to Westford's topic in Social District (General Discussion)
We are deploying a fix now. -
Hello, As this issue has been resolved, I have locked and moved this topic to the PC Resolved Bugs section of our forums. Thank you for the update! - Azukii
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Hello, I have moved this topic to the PC Bugs & Tech Issues section of our forums. When entering Social District, check if you are getting a message stating how many days are left for your trade lock. This message should appear within the game chat. If you are not seeing this message, please contact our Customer Support on https://gamersfirst.com/support - Azukii
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I have moved this topic to the Game Suggestions section of our forums. - Azukii
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Hello there, To better assist you with the issues you are experiencing, here are a few things to check: Error Code 8 usually means the servers are down for maintenance. Are you still experiencing this ? If yes, how long has it been ? Are you seeing a message saying you have been trade locked for X days in the chat when connecting into Social District ? If not, please contact our Customer Support on https://gamersfirst.com/support - Azukii
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Hello, I apologize for the inconvenience. I you are still experiencing this issue, please contact our Customer Support on https://gamersfirst.com/support for assistance. - Azukii -
I have moved this topic to the Game Suggestions section of our forums. - Azukii
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Can i give someone my redeem code?
Azukii replied to Jikolp951's topic in Social District (General Discussion)
Hello, I have moved this topic to the Social District (General Discussion) section of our forums. To answer your question: No, redeem codes obtained as loyalty rewards can only be used on your account. - Azukii
