# Changes in Community/Support **URL:** \ **Category:** Official News\ **Created:** [January 24, 2025, 1:12am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980 "2025-01-24T01:12:42Z")\ **Posts on this page:** 20\ **Page:** 3
**Author:** ![Crow](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/crow/32/44074_2.png) [@Crow](https://community.gemsofwar.com/u/Crow)\ **Post date:** [January 27, 2025, 11:27pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/41 "2025-01-27T23:27:37Z")
So when are the notifications being fixed. ---
**Author:** ![FanosSlapVt](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/fanosslapvt/32/94963_2.png) [@FanosSlapVt](https://community.gemsofwar.com/u/FanosSlapVt)\ **Post date:** [January 27, 2025, 11:51pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/42 "2025-01-27T23:51:47Z")
not familiar w/ them but good luck. New people - 1st thing i want you all to do in to implement **5 new War Factions We’ve had color combos tha tdont’ exist in a what 7/10 year old game? That is the FIRST thing you should do. 5 new war cion factions, w/ color combos that don’t exist. that is all i want to see from you as community heads. Period.** Do that then we can talk about other crap. ---
**Author:** ![Lucien](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/lucien/32/75325_2.png) [@Lucien](https://community.gemsofwar.com/u/Lucien)\ **Post date:** [January 28, 2025, 12:28am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/43 "2025-01-28T00:28:28Z")
a tad aggressive arent we! ---
**Author:** ![FanosSlapVt](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/fanosslapvt/32/94963_2.png) [@FanosSlapVt](https://community.gemsofwar.com/u/FanosSlapVt)\ **Post date:** [January 28, 2025, 1:29am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/44 "2025-01-28T01:29:24Z")
no because literally normal players have been waiting for banner colors for YEARS. YEARRRRRS. And its not a hard fix. Just copy paste the code for 5 war coin teams, make random cards cause nobody even uses them, and go. I want color combos! ---
**Author:** ![Nighthorns](https://avatars.discourse-cdn.com/v4/letter/n/8dc957/32.png) [@Nighthorns](https://community.gemsofwar.com/u/Nighthorns)\ **Post date:** [January 28, 2025, 2:11am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/45 "2025-01-28T02:11:08Z")
Welcome! Hopefully you’ll be able to give my ticket a look over. Got randomly banned last night after 4 years of play, so pretty terrible timing with the whole changeover happening. ---
**Author:** ![Fourdottwoone](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/fourdottwoone/32/66655_2.png) [@Fourdottwoone](https://community.gemsofwar.com/u/Fourdottwoone)\ **Post date:** [January 28, 2025, 2:14pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/46 "2025-01-28T14:14:21Z")
> [@FanosSlapVt](#): > > New people - 1st thing i want you all to do in to implement Support doesn’t implement anything, Support processes tickets. You are thinking Development. Gems of War Support already had difficulties talking with Development, now that it has been closed down and transferred to 505 Support I wouldn’t expect Development to ever hear from the community again. ---
**Author:** ![Sokun](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/sokun/32/100507_2.png) [@Sokun](https://community.gemsofwar.com/u/Sokun)\ **Post date:** [January 28, 2025, 5:55pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/47 "2025-01-28T17:55:22Z")
I’m based in Southern California so PST time is when I’ll be online. The same applies to our 505 Games CS team. ---
**Author:** ![Elfin](https://avatars.discourse-cdn.com/v4/letter/e/258eb7/32.png) [@Elfin](https://community.gemsofwar.com/u/Elfin)\ **Post date:** [January 28, 2025, 6:41pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/48 "2025-01-28T18:41:32Z")
Thanks for the quick response! ---
**Author:** ![redtoadstool](https://avatars.discourse-cdn.com/v4/letter/r/bc8723/32.png) [@redtoadstool](https://community.gemsofwar.com/u/redtoadstool)\ **Post date:** [January 28, 2025, 9:07pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/49 "2025-01-28T21:07:01Z")
I hope you’re safe in southern California @sokun. ---
**Author:** ![awryan](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/awryan/32/74650_2.png) [@awryan](https://community.gemsofwar.com/u/awryan)\ **Post date:** [January 28, 2025, 9:12pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/50 "2025-01-28T21:12:09Z")
> [@Sokun](#): > > I’m based in Southern California so PST time is when I’ll be online. The same applies to our 505 Games CS team. I read this as daily reset for the game will finally be changed to 2100 PST time then?That way if there’s any issues then the AUS team can fix them when they get into the office? ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [January 28, 2025, 10:16pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/51 "2025-01-28T22:16:56Z")
Just as some housekeeping with this transition, for now, I will be around collecting bug reports & feedback. Gman will also be around again on the forum, assisting during the transition while Sokun finds their feet. For now, at least this next week or so, they will likely not be assisting with bug reports, or at least not solo. They also do not have access to your Support tickets, in future, that will be handled by the 505 Support team. This will be different from IP2, where we handled both Support & Community in the IP2 CX team. After the transition is completed, Sokun will be here as your Community Manager (with me around also) and Support tickets will be handled separately by the 505 Support Team. Not to say these teams won’t work together and chat, as that is vital in working with a community, addressing issues and sharing information! This is a whole shake up to our processes that we have had for years, so your patience will be appreciated while we get this transition underway, get through it, and come out the other side! _Just as a personal note, I have never stopped working on Gems of War. I just do not have the capacity to be a **visible** presence on the forum around my other responsibilities. I do share your feedback, test and report bugs and moderate threads. Also, tickets._ ---
**Author:** ![Heathener](https://avatars.discourse-cdn.com/v4/letter/h/278dde/32.png) [@Heathener](https://community.gemsofwar.com/u/Heathener)\ **Post date:** [January 28, 2025, 10:46pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/52 "2025-01-28T22:46:05Z")
> [@awryan](#): > > > [@Sokun](#): > > > > I’m based in Southern California so PST time is when I’ll be online. The same applies to our 505 Games CS team. > > I read this as daily reset for the game will finally be changed to 2100 PST time then?That way if there’s any issues then the AUS team can fix them when they get into the office? I’m going to take this to mean no, it won’t change the reset time. I presume updates are still done by the team in Australia? So not sure why the change in time zone for the community team would change the workings of the actual game. 🤔 If anyone would like to weigh in, I’d be happy to be proven wrong. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [January 28, 2025, 10:53pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/53 "2025-01-28T22:53:41Z")
As the whole dev team is in Australia, there are no changes to anything - only who is present in the forum and who will be replying to tickets in future. ---
**Author:** ![Nighthorns](https://avatars.discourse-cdn.com/v4/letter/n/8dc957/32.png) [@Nighthorns](https://community.gemsofwar.com/u/Nighthorns)\ **Post date:** [January 29, 2025, 12:09am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/54 "2025-01-29T00:09:46Z")
So who exactly is handling support tickets in the meantime? I got randomly banned Sunday night and am going on 48 hours with no response. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [January 29, 2025, 12:12am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/55 "2025-01-29T00:12:20Z")
IP2 is still handling them - there is a 3-5 business day reply expected reply period for tickets normally. Our studio is not open on weekends, and we just had a public holiday on Monday. I say “normally” as I know there are tickets we have that are awaiting replies, and have been for a longer period of time. I’m doing what I can with Gman to clear these, before the transition… but again, already a skeleton crew just got made even smaller, with more work to do. And at the moment as mention in the original post, there will be some extended delays as we have lost a chunk of the CX team who work on these tickets. ---
**Author:** ![Nighthorns](https://avatars.discourse-cdn.com/v4/letter/n/8dc957/32.png) [@Nighthorns](https://community.gemsofwar.com/u/Nighthorns)\ **Post date:** [January 29, 2025, 12:14am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/56 "2025-01-29T00:14:55Z")
Thanks for the info. Hope the log jam isn’t too bad. I’ve been trying to be patient but each day is just more things I’m missing out on (like the all important gold marks). Hope to get back in at least by next week so I don’t miss the new mythic drop. ---
**Author:** ![Fourdottwoone](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/fourdottwoone/32/66655_2.png) [@Fourdottwoone](https://community.gemsofwar.com/u/Fourdottwoone)\ **Post date:** [January 29, 2025, 9:54am UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/57 "2025-01-29T09:54:24Z")
> [@Jeto](#): > > They also do not have access to your Support tickets, in future, that will be handled by the 505 Support team. What’s going to happen to our old tickets? Some of them have been waiting weeks (or even months) for a reply. Will they be closed automatically and we need to reopen them in the new ticket system? ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [January 29, 2025, 8:17pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/58 "2025-01-29T20:17:33Z")
> [@Fourdottwoone](#): > > What’s going to happen to our old tickets? > [@Jeto](#): > > I’m doing what I can with Gman to clear these, before the transition I mentioned it here ---
**Author:** ![awryan](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/awryan/32/74650_2.png) [@awryan](https://community.gemsofwar.com/u/awryan)\ **Post date:** [January 29, 2025, 8:46pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/59 "2025-01-29T20:46:56Z")
@Sokun The change from support is a reasonable explanation to why the ball has been dropped in terms of the notification issues. ![1000003874](https://us1.discourse-cdn.com/flex019/uploads/gemsofwar/original/3X/b/9/b936736bd10c288355f57eb6377b48aa2f9ad4a4.jpeg) Please advise if you are tracking this issue and if there’s a rough ETA on when this should be fixed. The game is not supposed to rely on 3rd party chat software. But for over the past quarter it has been the only way to know about Pet rescues due to notifications being shut down. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/jeto/32/101682_2.png) [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Post date:** [January 29, 2025, 8:49pm UTC](https://community.gemsofwar.com/t/changes-in-community-support/86980/60 "2025-01-29T20:49:25Z")
I’m following up with where this issue is at, with the team today. As I said earlier. > [@Jeto](#): > > For now, at least this next week or so, they will likely not be assisting with bug reports, or at least not solo. There is no need or purpose to tagging Sokun in bug reports or bug questions, as they are not handling them at all currently. [Previous page](https://community.gemsofwar.com/t/changes-in-community-support/86980.md?page=2) [Next page](https://community.gemsofwar.com/t/changes-in-community-support/86980.md?page=4)