[Guide] Making a Ticket - Technical Support - WarpPortal Community Forums

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[Guide] Making a Ticket


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#1 HoneyBunz

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Posted 23 September 2017 - 11:48 AM

Sometimes an issue comes up that requires you to make a ticket. This is not difficult to do but often people are unsure on how to use the ticket system so I hope this little guide will help.

 

Step 1

Go to the ROSE (or WarpPortal) website and click on support at the top.   That will take you to the support page.

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Just to clear up any confusion, you do NOT have to log into your WP account to make a ticket.  However, there is a place in the ticket itself where you must list the email that your WP account is connected to and that’s where correspondence regarding your ticket will be sent.

 

If you prefer to reply to your ticket at the website instead of waiting for emails. Click on register at the top of the support page to make a support account. This account is NOT the same as your WP account; it’s a completely separate account that allows you to check your tickets at the website.. If you decide to make a support account, here is information on how to find your tickets.

 

Step 2

Click on Tickets to open the ticket page, then Start Ticket .  Choose the game you are making the ticket about, in this case ROSE, from the pull down menu then click continue

 

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Step 3

The new page that opens when you click “continue" is the ticket itself. Items with a red * are mandatory; they must be filled in before you can submit the ticket.

 

Type of Ticket  There are several choices here, Most are pretty self-explanatory but a couple of them might be a bit confusing so here is a brief explanation

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-Account Recovery- Use this for account related problems. For example- if you are trying to find an old account, if you can no longer access your email to change the password or if your account has been banned

- Bug Reports- Anything in the game that you feel is a bug.

- Events- If you have a problem with an event quest or item

- Ill-Mannered Reports- Choose this if you are reporting another player for botting, duping, harassment etc. Be sure to attach your documentation and remember that support will never tell you the outcome of their investigation of another player.

- Item Recovery Issues- Use this if you are missing an item, whether you obtained it in the game or from the Item Mall

- Technical\Web Support- This option is for problems with the forum or website or issues logging into the game.  Pick this if you are having problems buying WPE or any issue with Item Mall Points.

 

Step 4

Fill in the rest of the ticket. Since items with a red * are required fields, here is a short explanation of them

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Account ID- This is the account name (it’s what you type in when you are logging into the game)

Your Name- This is your real name. It’s especially important when your issue involves the purchase of WPE or IM points that you give correct information that matches your payment method

WarpPortal E-Mail- The email that your WarpPortal account is connected to

Subject- Give a short description of the issue. For example: Botter in Kenji

Message Body- This is where you should explain exactly what the issue is. Be as accurate and detailed as possible so support can help you.  Directly below is where you can attach up to 5 screen shots or other documentation that is related to your issue. 

 

To attach a file, click on “browse”. That opens a box on your pc.  Click on the screenshot, document, etc then when you click “open” , that item will be uploaded and attached to your ticket. Any screenshots attached should not be edited or cropped in any way. You can add more than one attachment by clicking "browse" again after you have added your first file.

 

Step 5

Look over your ticket and make sure everything is correct and that all of the important fields are complete then click “next” at the bottom of the ticket form.

NOTE: You must click “submit ticket” to complete and send your ticket. The page that opens when you click on “next” will give you your ticket number. You should keep that handy until your issue is resolved.

 

Once you have submitted your ticket, an automatic email is generated, telling you that the ticket has been received by support. You should check for that email to be sure it hasn’t been misdirected to the spam folder by any email filters you might have.

 

Since some issues take longer to resolve than others, you should be patient when waiting for a reply from support. Keep checking your email (or at the website if you made a support account) in case they ask for additional information.  Do NOT make multiple tickets about the same issue. That will actually slow the process rather than speed it up.

 


Edited by HoneyBunz, 06 September 2018 - 12:24 PM.

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#2 Cortiz

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Posted 23 September 2017 - 12:37 PM

Nice guide!


Move & Sticky?
 


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#3 ArmoNz

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Posted 25 September 2017 - 01:32 PM

[Guide] Waiting 13 days for a response
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#4 VModCupcake

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Posted 25 September 2017 - 04:45 PM

[Guide] Waiting 13 days for a response

 

Please check your email's spam folder in case the replies have been misdirected to spam.

 

If you have not heard from support since you received the automatic reply that is generated when you first submit a ticket, please send the ticket number and a brief explanation of your issue to CM AndraSyte here at the forum.  She can look into the status of your ticket.

 

I hope your issue is resolved soon.


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#5 yamz

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Posted 27 August 2018 - 01:21 AM

Support website is not even working
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#6 HoneyBunz

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Posted 27 August 2018 - 10:22 PM

Support website is not even working

 

I think there was a maintenance on the support page earlier today. It looks like the menus are the same but the page itself looks different now.

 

You should try making your ticket again now that the maintenance is over.


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#7 beachbabyc

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Posted 13 October 2018 - 01:32 PM

HELP!  I've been trying to submit a ticket all day and I keep getting the message:  

 

Ooops. Something went wrong.  This has been logged and reported.  Please try again later, or submit a ticket detailing the error you are encountering at the support site:

 

Then it has a link to do that but when I click on it it just takes me right back to the same screen.

 

It is VERY important that I reach support because I have an issue that is urgent and I don't know what to do about it and I've been told my account could possibly get banned because if it.  I have screenshots and everything.  I tried to submit a ticket several times this morning then had to go to work. Tried again as soon as I got home a few minutes ago and I'm still unable to do so....

 

Please help....Thank You!


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#8 beachbabyc

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Posted 13 October 2018 - 01:42 PM

Actually, it seems the issue has been resolved.  It was an issue about items being given to me to give to his 'main' yet he never came to get them.  When I just logged my vendor account back in (thinking it was offline due to 'client stopped working' as it does sometimes) the items are now gone.  Which was what I wanted to happen....scary situation.

 

Should I assume the situation has been handled now or still submit a ticket?


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#9 HoneyBunz

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Posted 14 October 2018 - 11:09 AM

Actually, it seems the issue has been resolved.  It was an issue about items being given to me to give to his 'main' yet he never came to get them.  When I just logged my vendor account back in (thinking it was offline due to 'client stopped working' as it does sometimes) the items are now gone.  Which was what I wanted to happen....scary situation.

 

Should I assume the situation has been handled now or still submit a ticket?

 

Honestly I've never had that happen to me before so I really don't know if you should make a ticket anyway.  But I do know that many people are having problems loading the support page so if that happens to you again, send a pm to Dragonlark here at the forum. She helped a friend of mine when he couldn't get that page to load so he could make a ticket
 


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