Top 5 Types of Player Support Tickets
When it comes to the finer details of video game customer support nothing really surprises us anymore.
From players finding their avatars stranded miles away from where they left them to characters vanishing altogether, by way of some of the most bizarre, unusual, and frankly inventive bugs and glitches you can imagine – you name it, we’ve seen it!
We believe that’s what makes us so great at what we do, we’ve seen it all and helped players come out the other side smiling. After all, what doesn’t kill you makes you a better customer support agent (… or something like that). We also believe that sharing valuable knowledge and experience is never a bad thing. That’s why we’ve put our heads together and come up with our list of the top five types of player complaints you’re likely to receive as a CS agent. Enjoy!
5. Ban Appeals
Every so often you, or someone on your team, will be confronted with having to ban a player for a certain period of time. It’s a natural part of the life of a CS agent and something you should never feel bad about. However, it’s always important to remember that there’s two sides to every story and you can be sure that the player being banned is going to tell you theirs. Sometimes it can even lead to a ban being overturned, and who doesn’t want that?
4. Update Enquiries
Fun fact, not all tickets contain negative feedback or complaints. Sometimes players just want to know when the newest upgrade is to be released, or what they should expect to see from their favourite game in the future. It’s easy to forget that players only contact customer support agents because the game is important to them, and every now and then they just want to know how the game is going to get even better!
3. Multiple Ticketers
Gamers constitute one of the most passionate communities out there. Unfortunately, sometimes that passion can take the form of sporadic doses of impatience when something goes wrong; impatience that results in the same ticket being submitted by the same person any number of times (and we mean any number!). From lags to glitches, if a multiple ticketer finds something they’re unhappy with, they’ll tell you. Then they’ll tell you again.
2. Billing/ Marketplace Issues
Billing and marketplace issues are extremely common ticket items, and ones that inevitably find their way onto every customer support agent’s desk at one point or another. Perhaps the marketplace is missing an item that a player might be looking for, or maybe a player’s payment has been declined for some reason. This can be tricky ground to tread upon as, like in the non-digital world, some players may simply be casting out a net to see what they can get for free. Regardless of motivation, players put a lot of trust in customer support when handing over personal payment details and information and will always thank you for a fair and honest assessment of their ticket.
1. Reporting Bullying
Finally, we’ve reached number one on our list. Though these kinds of tickets are thankfully not the most common type of player complaint, we do consider them among the most important and therefore most worthy of the list’s top spot. The most crucial part of any game is that the player can have fun and feel safe while doing so. It goes without saying, therefore, that any instance of a player reaching out to the customer support team about an in-game situation in which they felt badly treated or victimized should be treated with the care and attention it deserves.
To find out more about our Customer Support and Community Management services, or to get a free quote on how we can optimize your customer service suite, contact us today! Feel free to get in touch too on Facebook and Twitter to share your favorite customer support stories.
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