The new CX team.... :|

[Jeto]

@Jeto

P2 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.

Not sure who you are referring to… as currently it is LITERALLY just me.

We are still in the process of having things be transitioned as Sirrian mention in the original blog.

@Jeto

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.