Contacting Customer Support
Ever wonder what happens when you contact KingsIsle Customer Support? Today Chad Hodgson from Customer Service explains the process for us, and has some helpful tips to keep in mind when trying to contact Support.
“What happens when I contact support for help?”
Many players already know how to contact KingsIsle Support for assistance, but what exactly happens when you ask for help?
There are multiple ways for you to contact the KingsIsle Support team, but all the different ways end up in the same place. With so many players enjoying KingsIsle games, there are sometimes a lot of requests for assistance!
All player inquiries are delivered to the KingsIsle Support team in the form of a Support Ticket. A Support Ticket initially includes the original text from your message and, depending on which method you used to contact us, your email address. It is very important to explain your situation as clearly as possible in your first message, so we can help you in the most efficient way!
Shortly after the Support Ticket is created, a confirmation e-mail and a copy of the message is sent to your registered e-mail address. This confirmation lets you know that the KingsIsle Support staff has received your message and that a reply will be forthcoming.
“I received my confirmation e-mail. What’s next?”
Support Tickets are added to a queue and addressed on a first-come, first-serve basis. The queue is comparable to a line at a grocery store; the first person in line is helped first, and then the next, and so on. Similarly, the players who have been waiting the longest in the queue are helped first.
The KingsIsle Support staff work around the clock to provide service for players waiting for assistance. It is the team’s goal to send a reply within 24-48 hours of receiving a Support Ticket. While we consistently reply within 24-48 hours, the response time can vary due factors that are difficult to anticipate. Sometimes we can respond faster than 24 hours, but there are also infrequent cases where the wait times are longer than expected. This often depends on the quantity and complexity of the issues that we receive.
Referring back to the grocery store analogy, when a person has a lot of items in their basket, it takes longer for them to checkout. Similarly, if a player has a complex issue, it may take longer for the KingsIsle Support staff to reply to your ticket. The next person in line will inevitably have to wait a little longer for their turn if this happens. As a result, the wait times can be different from day to day.
When the KingsIsle Support staff replies to a player’s Support Ticket we send a response and an updated copy of the Support Ticket back to your registered e-mail address. If you need to update the Support Ticket with additional information, all you need to do is reply to the e-mail that you received from KingsIsle Support. All correspondence will be conducted via e-mail in this way until the issue has been solved.
“So that’s how it works!”
By providing insight into the support process, we hope to empower players with an understanding of what to expect when requesting assistance. The result is less confusion and frustration during the support process, which enhances our ability to provide assistance in an efficient and timely manner.
Here are some things to keep in mind when contacting support:
- Avoid contacting support more than once about the same issue – this will result in multiple Support Tickets, which may cause further delays or confusion while waiting
- Include the username and character name, but do NOT include any passwords (these should be kept private). Also, please use your best grammar and punctuation!
- Provide a clear and concise explanation of the issue or question – too little or too much information may cause complications for the KingsIsle Support team
- Do not reply to the Support Ticket while waiting for a response unless it is absolutely necessary – the ticket’s position in the queue may be negatively affected
- Check the spam folder for KingsIsle Support e-mails – sometimes it is easy to miss correspondence if it doesn’t make it to the correct inbox
Customer Support Representative II