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[Guide] How to send in a Ticket to the support system


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#1 KriticalAssassin

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Posted 21 April 2012 - 07:26 AM

Making an account:

  • Firstly go to the warpportal support site.
  • Once you have reached the warpportal support site Register an account.
  • Choose a username and password.
  • Choose your email which would probably be best to choose the same one as your warpportal master account. Also give your full name which should be the same as the one registered to your warpportal master account.
  • An activation email will be sent to you.
  • Go to the email address you are using and click the activation link for warpportal's support site.

Sending a ticket:
Important Note: Make sure you are logged into your account when sending a ticket, you will not be able to keep track of tickets that you send when not logged in.

  • Click where it says "Submit a Ticket".
  • Select the required department that has the most to deal with your current situation.
  • Now click "Next".
  • Fill in the email for your warpportal account. What game you play and what server.
  • For some issues you will also be required to give the account name that the character with the issue is on.
  • Provide a subject name for your problem and discuss what your issue is in the message body. If you have any screenshots to provide along with your issue you may attach them to the ticket.
  • When your ticket is complete click "Submit Ticket" (This may take a short while for it to completely process)

Checking the Progress of a ticket:

  • After a ticket has been sent it may take anywhere from 3 hours to 3 days for a response. (The GM's have lots of tickets to deal with so be patient, it can also take more time than that.) Also, please do not send multiples of the same ticket or constantly send replies to the ticket as it will make it take longer and cause more backlog in the ticket system
  • To check on your tickets click "View tickets" on the support home page. (You must be logged in)
  • A list of tickets you have sent will be shown with the start date, last activity, and status of the ticket.

What it means:

  • When your ticket status says "Waiting" It means the GM's have responded to your ticket and are awaiting a response.
  • When the ticket says "Closed" it means the GM team has viewed your ticket, responded and it has been left waiting for a few days. It may also mean that the ticket has been resolved. By viewing this ticket you may have the option to re-open it if you think the problem has not been resolved. You may also close tickets yourself if the problem has gone away.
  • When a ticket is "Pending" it means that you have sent the ticket and are awaiting GM response.

Rules for ticket system:

  • Use your common sense when posting responses to tickets on the forums. Make sure there is no personal information within the ticket.
  • DO NOT post problems that have to do with your account information on the forums.

[Important] Notes:

  • If you receive an email response to a ticket, do not respond to the email, instead make sure to respond through the ticket system itself.
    Edit: WP support now allows responding to support ticket through the email, however, we strongly advise that you log onto the support system to send a response to the GM team.
  • Sending a ticket without registering an account will not allow you to check on the status of your ticket or to respond, so make sure you register an account first!
  • If your ticket takes abnormally long, or you have a problem with the way it was handled, you can contact Familiar and Doorknob on the forums and send him a PM with your ticket# and your issue.

[Updated] Support System Errors:

  • In case you experience an error "Ooops. Something went wrong" when opening the support page and/or sending the ticket, try any of the following:
    • Switch to another web browser such as IE/Edge or Firefox.
    • If the web browser allows it, switch to private browsing or incognito mode and give that a try.
    • When attaching files to a ticket, make sure that the files do not exceed 2MB in size, instead you can link in large files through other file sharing means.
  • If the error issue persists then send the ticket to WP Support Email [ROsupport@warpportal.com] following the steps found in spoilers below.
    Spoiler

Edited by VModCinnamon, 12 January 2019 - 06:42 AM.

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#2 Inubashiri

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Posted 21 April 2012 - 08:41 PM

I find this helpful and useful so pinning but also moving to Tech Section.
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#3 lainee

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Posted 21 April 2012 - 10:16 PM

Rules for ticket system:

  • You may not post the responses to your tickets on the warpportal forums. These responses are meant specificly for you. If it is a common problem with a simple answer such as "Yes, there is an error with this quest and it is being worked on" you may let your fellow players know that the gm team is working on it.


Actually, there has been some misconception regarding this issue, as there is nothing in the current terms of service in relatation to this, or preventing players from posting relevant information when needed.

I think it's more practical just to say that people should employ a little common sense when re-posting responces they have recieved from the ticket systems. If it's information that can benefit other players (to save other posters and also the support team some work) feel free to post verbatim. On the other hand, if the issue is related specifically and only to your account, then in most cases there is no need for such information to be re-posted on the forums.
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#4 Inubashiri

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Posted 22 April 2012 - 12:19 AM

Actually, there has been some misconception regarding this issue, as there is nothing in the current terms of service in relatation to this, or preventing players from posting relevant information when needed.

I think it's more practical just to say that people should employ a little common sense when re-posting responces they have recieved from the ticket systems. If it's information that can benefit other players (to save other posters and also the support team some work) feel free to post verbatim. On the other hand, if the issue is related specifically and only to your account, then in most cases there is no need for such information to be re-posted on the forums.


This
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#5 KriticalAssassin

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Posted 22 April 2012 - 09:52 AM

Yeah. I guess ill change that up a little bit. Make it so they know you can post a response but not personal stuff.
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#6 Usurper

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Posted 30 May 2018 - 02:42 AM

Registered a new/different  email for WP Support so I can check the status of it but the "View Ticket" button is missing:

 

cCOhYyZ.png

 

I'm thinking that this has something to do with the email not yet verified so I clicked on "Re-send email verification" but nothing happens, the email I'm using is not receiving the verification from WP support.


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#7 KriticalAssassin

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Posted 04 June 2018 - 03:21 PM

Registered a new/different  email for WP Support so I can check the status of it but the "View Ticket" button is missing:

 

cCOhYyZ.png

 

I'm thinking that this has something to do with the email not yet verified so I clicked on "Re-send email verification" but nothing happens, the email I'm using is not receiving the verification from WP support.

Did it get sent to spam folder? Or maybe you haven't sent a ticket yet so the button may not appear?


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#8 bearl

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Posted 13 July 2018 - 10:47 AM

if you encounter error while submitting the ticket 

try reducing your word count to less than 200 words, that works for me. hope it works for you as well ^^


Spoiler error


Edited by bearl, 13 July 2018 - 10:49 AM.

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#9 Hogbae

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Posted 13 July 2018 - 02:05 PM

if you encounter error while submitting the ticket 

try reducing your word count to less than 200 words, that works for me. hope it works for you as well ^^


Spoiler error

 

Lots of other people were having the same issue. Less words should work as posted in other thread. Thanks for this gif, Bearl.


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#10 KriticalAssassin

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Posted 13 July 2018 - 02:44 PM

Mmm, gonna wait til staff gives some sorta response on if that is how it's gonna be or not, seems completely stupid to limit it that low. Hopefully that will get fixed soon enough.


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#11 Hogbae

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Posted 13 July 2018 - 05:28 PM

Mmm, gonna wait til staff gives some sorta response on if that is how it's gonna be or not, seems completely stupid to limit it that low. Hopefully that will get fixed soon enough.

 

Ever since the support page went down few weeks ago, this issue came up. All the pms to the staff team only resulted to "we'll look into it" replies.


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#12 RayTheOne

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Posted 04 August 2018 - 07:47 AM

I`m trying to send a ticket and im getting this message everytime. I already have shorten my message to 200 word, help!


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#13 VModCinnamon

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Posted 11 August 2018 - 03:24 AM

Further suggested fix can be found here, assuming that the user is still experiencing the famous "Oopps" error when sending a ticket.


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#14 VModCinnamon

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Posted 16 October 2018 - 03:15 AM

Updated with new forums GM assistant, Barracuda.

Updated notes, WP support email.


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#15 VModCinnamon

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Posted 27 December 2018 - 11:44 PM

Updated with new forums GM assistant, Familiar.


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#16 YongkySH

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Posted 28 December 2018 - 12:09 AM

No more Barracuda?
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#17 DuskShadowX

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Posted 30 December 2018 - 10:31 AM

Supports been down for almost 9 hours. Its been iffy for years, but this , coupled with the winter event fiasco on renewal servers... I am flabbergasted and beyond tired roflolmfao. What to do? O>o


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#18 VModCinnamon

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Posted 30 December 2018 - 11:31 AM

The email seems to be experiencing an issue, this far 3 users reported getting an error when attempting to send email to WP support.

The staff has been informed, but since it is weekend, technical matters may take time to look into.

Will try to keep you posted for any update.

 

Apologies for the inconvenience.


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#19 VModCinnamon

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Posted 11 January 2019 - 03:48 PM

Now we have Doorknob :)

Updated OP.


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#20 VModCinnamon

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Posted 12 January 2019 - 06:44 AM

Separated the "Ooops. Something went wrong" troubleshooting from the notes, in hopes that the users spot it properly when using the guide.


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