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