Support requests directly in the Game panel
The Game panel has a new Support tab. You report a problem directly on the server it concerns, and a technician gets access to it only for as long as the issue is being solved.
How a request works
- Every server now has a Support tab. The „Request help“ button lets you describe the problem – title, category and text
- Once a technician picks the request up, they get temporary access to that one server only, and only while the request is open
- After it is solved, the request shows a Support report and, next to it, an overview of Actions taken by support – what the technician actually did on the server
- If the answer is not enough, simply reply and the request reopens. A solved request closes itself after 7 days without a reply
You decide about access
- Without a request that has been picked up, no technician can reach your server
- If support opens a request on your behalf, for example after you report something on Discord, you have to confirm it with the „Allow access“ button first. Until then nothing happens
- New subuser permissions – reading requests and creating them
Notifications
- Every reply is sent by e-mail and to the server's Discord webhook. The new toggle is in the Discord tab and is on by default
- The Support tab shows a marker in the panel when you have an unread reply
No action is needed on your side, everything is in the Game panel. If you run into a problem, open a ticket.