Announcement Support Ticket Guide

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Hi,

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Ikariam team

  • Support Ticket Guide

    Welcome to the Support system (support.us.ikariam.gameforge.com) Guide


    When you go to this link you will get a screen that looks like the image below.



    The biggest change to the previous system is that you have to register to use the system. The biggest plus is that you will no longer need to copy a key and checksum to access ticket information, simply logging in will allow you to see all tickets, past and present that are in the system. You will have the option to link multiple emails to the same account, if you use different emails on different servers, so you only need ONE account total on the support system.

    To register, click the appropriate link, register, and confirm the email. At that point, when you log in you will see this:


    Clicking on either the central link or the tab across the top (not pictured here) for "history" will bring up current tickets as well as all archived tickets.

    "Manage mail addresses" is where you add additional email addresses, you will still need to select the correct email address for a ticket.

    The tab that says "Contact support" is still where you go to file a new ticket, and you can select any email address you have registered.

    The rest of the system is the same as it was, and I will simply use the words from the excellent guide created by Merly from this point :)
    =========================================================================
    Next, you will need to decide who to submit your ticket to. The Board goes with questions about the boards or the Mods, the Game goes with any questions about the game or questions for the GO's, and Payment is for any questions regarding payment. *Note - When clicking on Payment, you get redirected to support.gamepay.de/



    After which, if you have chosen Board, you just fill out the information in the form. However, for Game there are a couple more steps as shown below. When you submit a ticket to the game side, you will need to select which server you play in.



    After you have selected your server, you will finish filling out the form. It is self explanatory that you will want to put the subject of your question in the subject and describe what you are inquiring about in the description. However, when you fill out the nickname and the e-mail, please make sure that you fill out the exact nickname and the exact e-mail that is tied to the account you are inquiring about, especially if you are inquiring about a ban, as the GO's cannot discuss with your ban unless you have the correct e-mail filled in for your account.

    Also in here, you can submit any screenshots without having to upload them first to a photohosting site, by attaching it.

    For information on how to take screenshots, see here: How To Make A Screenshot

    After you hit submit, you will get an e-mail from Game Support that will give you both your Key and your Checksum. This e-mail is important, and you will not want to delete it as you will need it to check up on your ticket, reply to your ticket, or see any replies to the ticket. Also, it is important because if you forgot to say something in your original submission of the ticket, you can add more to the original ticket with another response.



    If you want to check up on your ticket, or even add to your ticket at any time, go to support.us.ikariam.gameforge.com you will want to click on the 3rd tab, on Ticket History. Here is where you are going to need that Key & the Checksum from the e-mail. You can just copy and paste them in the proper spot.



    Please note that if you have a registered account, you will not need the key and checksum in the future, however you can use them to check on your ticket without logging into the support system.

    After you get a response to your ticket from the person you submitted it to, you will get an e-mail that will look something like this. In the ticket you will see the response and such. If you did not keep the confirmation e-mail, you should get your key and checksum on the response to your ticket.



    After you check up on your ticket, you will get a screen that looks like the below image. When you want to add the ticket or respond to a response, go to the top right of the Ticket History and click on the Send reply button that is in the red box.