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How to Submit a Support Ticket


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Aveline WGA #1 Posted 31 January 2014 - 09:41 PM

    CS Product Specialist - WoTx

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    06-28-2013

Hey Tankers! :honoring:

 

If you are experiencing issues in game; please feel free to contact our Support!  XBOX/PS4 Support Hub

 

You will need to log in using the same Account credentials you use to log in to your console on the top right of the page.  Then select "My Tickets".  Then select "New Ticket".

 

Please be aware that we do not currently provide live support.  What this means is that your ticket (kind of like an email) is placed into a ticket queue depending on the issue you are reporting. (In-Game Goods, Game Support, Bug Report, Etc.)  This queue is answered by our team in the order that they arrive.  Each response from you resets the timer on your ticket, placing it back at the bottom of our ticket queue, so please try to put all of your information at one time.  I apologize for this inconvenience, however, it is a technical error that we do not have any control over.

 

Important: All ticket responses can be found in the "My Tickets" section of the Support Hub!  You should receive an email notification to the email address associated with your Microsoft Account confirming our response to you!


While you are writing your ticket, we kindly ask you to consider the following questions, so we can get a better understanding of your issue:


Did you clearly state your issue?
Because our support system is entirely text-based, clarity is crucial.
If you are inquiring about missing equipment, for example, please tell us which equipment is missing and what steps you had taken prior to the equipment disappearing.
If you are experiencing a technical issue, please tell us what steps you have already taken. If you have uninstalled and re-installed our client, we would like to know about it, etc.


What items/goods/packages do you have a question about?
If you are asking about a specific tank, please mention the tank’s name.
If you are asking about a gift shop package, please mention the name of the package.
If you are having difficulties with a gold transaction, please state the amount, etc...
As you can see, details are important.


When did this issue occur?
It is extremely helpful to us if you can provide us with a timeline regarding when your issue occurred. Please include the date and time of the event, if possible. If you haven’t played our game in a while and some of your tanks are missing, we would like to know when you last logged into the game.


Do you have any relevant links?
If you are asking about a certain event, please send us the link to it. Since we have several games and lots of events going on at the same time, we want to know the event to which you are referring. If you received a bonus code, please tell us where you got it from.


Have you already submitted a ticket regarding the same issue?
Each time you submit a ticket, it enters our ticket queue. We ask that you only submit new tickets regarding new issues. You can reply to tickets if we have asked for additional information. You can re-open tickets if your issue has not been resolved. This will insure that you get a response faster. If you open a new ticket, it goes to the back of the line.
Also, if you keep replying to your own ticket, the ticket keeps moving down the list because there is new activity on it. Tickets do not work like forum posts, so forum-style "bumping" of the ticket would prevent us from getting to it faster.


Is your ticket about more than one issue?
If you have several questions about very different issues, please submit a new ticket per inquiry. If you want to report a bug, report a player for chat violations and ask about a gift shop package, please submit three (3) separate tickets. You are free to refer to any previous ticket ID# in your ticket submissions.
If you want a faster response, please submit a new ticket for every new issue. This way, each issue will be handled by the department responsible, and your issue can be resolved more efficiently. 


Submit a Support Ticket: Click ME!





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