With the increased number of players and in preparations for the open beta, the demand for more support is on the rise. I have therefore over the last couple of weeks been in the field looking for more medics to join the field hospital, and I am happy to introduce our newest field medics to you. Please assist me in giving Reto.Gargamel and Reto.Hanzyl a warm welcome!
The support team is now an astounding number of 4 geeky gamer nerds and we are here to help you the best way we can!
So sometime last week I was sitting in our chat while at the office as usual and Fontan comes along. We chatted a little bit and I called him a traitor because he was talking about this new game that he just started playing called DayZ.
He gave me his sales speech on it and caught my attention.
The amount of players is increasing fast, lots of new faces (well, names) are seen online every day and while most are kind, helpful and fun to play with, sometimes tempers flare and complaints, and player reports, fly. I have decided to write a bit about player reporting and the current challenges we are facing in the area – and what you can do to help us.
After implementing a new build today with some more fixes, we have run into some problems which we are working on solving. The problems will unfortunately take some time to solve and internal testing will be required before we can open the servers again.
We are sorry to say, but there will be no play-session tonight :(
As promised last Thursday, here is the second part of News from support. The first part you may find here.
The doors for the Heroes & Generals wiki site has now been opened, which you may find here on this link!
Heroes & Generals wiki
All registered Heroes & Generals users, will be able to make new posts/links and edit existing posts on the wiki site. Uploading files to the wiki site, is still restricted to a select few, however should you have a great idea that requires that you have upload privileges please post them on the newly opened forum for wiki discussions and we will take a further look!
The wiki site will be a community driven site, therefore it is up to you the community, to build the site as you want it to be. We have with a few community members already built the basic “skeleton”, but there are still lots of room for improvements and more articles!
It is our intention that the wiki site is an information site of the game in all its aspects, and not a place for discussions – that’s what the forum is for.
Along with the launch of the Support Center and the Wiki site, a few changes will be made to the forum.
The Support Forum – will still be there, but is more to be seen as a Player-Help-Player forum.
There are many examples of players actually being able to help other players better, as they may be on similar systems/connections that are not available to us in the support department and therefore are difficult to troubleshoot when it comes to technical difficulties. This is also intertwined with our Troubleshooter on the Support Center, as players who find solutions for certain issues, will be tested and adapted into our Troubleshooter.
Also with the grand opening of the support center, and our continuously increase in players, there is a chance that our ticket queues may overload and the time for us to answer will be longer than what we aim for. In this case you may be able to find answers to your questions faster by asking our awesome community, as many already are.
The Wiki Army – is our newly opened forum, where everyone can debate what they would like to see on the wiki. You will notice that some discussions have already taken place here between the folks who started with volunteering for developing the wiki.
On a final note before my fingers starts to cramp up from all this typing, we would like to extend our gratitude to some of our community members who are truly dedicated in helping us developing the game, but also helping the other community members.
I am in particular thinking about….
Our forum moderators Comrade_Kaizer, ScHrAnZDiNgEnS, PoundeR, Sn00ker, lodrysil who spends hours after hours reading posts on the forum and ensures that the rules and guidelines are followed.
RaTcHeT302 who did a tremendous amount of work on the wiki site.
aagaard for always reporting valuable feedback and a enormous amount of insightful bug reports.
And finally cRo4Ti4, dondergod and jumana for always helping others on the forum and during the play-sessions.
Your help is not going unnoticed and is very much appreciated! (if I forgot anyone I do apologize, we appreciate anyone who is willing to spend their time to help Heroes & Generals become a great game!).
I am happy to announce, that today we are taking a big step towards the beta in the support department.
Today we are launching our brand new support site that you may find on this link!
The Support Center will be the primary base of all support related issues that you may have i.e.
With this new site, we will stop supporting our testers/customers on the forum and on direct e-mail, as we now have an easy to use ticket system – that will place everyone in a queue and ensure that no one is left behind and everyone will receive a dedicated and high level of customer service.
The Support Center is now ready to receive your questions and reports, please feel free to add any feedback that you may have when submitting a ticket.
The Troubleshooter, as we see as a crucial tool, is currently still under development.
It is our intention that the troubleshooter will be a dynamic tool where we will keep you updated with new issues that we find solutions for, and remove outdated issues that has been fixed.
To begin with our first release of the Support Center will only be available in English; we are however looking into translating it to other languages.
We have a very open communication policy towards our users in the game development, where your opinions are heard and there are many examples on features and game tweaking that comes directly from our community and our Support Department will be no different.
We will continuously listen to our users, and constantly work on improving the customer service experience by improving our troubleshooter and internal processes to match your expectations for what a good support department is supposed to be like.
We ask for your understanding in that as with anything new, we expect there to be things we did not completely thought through and changes/optimization will have to be made.
Stay tuned for more news from support next week, with updates on the wiki and forum!