Hello everyone,
Just wanted to share an update with you all about moving our player support from me here at the Infinity Plus 2 studio, using Zendesk, to the support team at 505, who will be using Freshdesk.
For those who have no idea what I am talking about, we shared some information about these changes at the start of the year. Click here!
TLDR;
- From June 18th AEST (or that’s the plan!), support tickets, game guides and help centre articles will no longer be handled through Zendesk and will move to FreshDesk.
- We will share the actual link once it’s live
- You might see some issues with game guide links in-game
- 505 Support will not be present on the Forum, and Sokun (your Community Manager) will not be responding to tickets
- I will still be active across both the forum and tickets
- Eventually, I will not be handling tickets except in specific situations
- Eventually, I will be less visible on the forum. Still around but not as actively posting/replying.
Important to know right now
The current plan is that from June 18th, support tickets will no longer be handled through Zendesk and will move to FreshDesk.
We will share the new Support links once the migration has been completed, to try to avoid tickets still going to Zendesk where possible.
Tickets have always been possible to submit to 505 via this website but we will have a new IP2 games dedicated portal after the migration.
Tickets
All tickets: new tickets, open tickets, pending tickets, and closed historic tickets will transition with this migration.
Then, after that date, there will be a very small overlap period where Zendesk will still exist.
I imagine some tickets might still trickle into Zendesk while we update all references to support that link to Zendesk, or players reply via email to their existing tickets.
Zendesk will be deactivated at the end of June.
Freshdesk does not require you to create an account to submit a ticket, but the option is there if you want to be able to check your ticket history.
Please have some patience, as there is a lot to learn about Gems of War Support, the tools we use and our processes, and there is just one me to teach and share this knowledge with the new team.
That is not to say they don’t all have support experience already! Just not for Gems of War/Puzzle Quest 3.
A small personal note on this.. I would appreciate it if players do not submit a ticket calling me out specifically to reply. I will not respond.
In the beginning, I will still be working on tickets alongside 505! But in future, I will only be responding to tickets in specific scenarios.
Game guides & in-game links
During this process, we will also need to update every single in-game deep link from the current Zendesk Help Centre/Game Guides to their new FreshDesk locations. So you may see that some links do not work or still link back to Zendesk.
There will be a Knowledge Portal, which is the same thing as the Zendesk Game Guides/Help Centre. It may take some time for all articles to appear, specifically game guides, as I manually copy the support articles in advance.
Support on the Forum
Currently (and previously), the Infinity Plus 2 CX team has been responsible for both the Community Forum and replying to your support tickets.
Just want to make sure this is explained clearly from the start.
Once this migration of Support tickets moves from Zendesk to FreshDesk, your Support tickets, as we have mentioned, will be handled by a different team from those who will be active on the Forum.
These two teams will have their own meetings to make sure that no information is lost between them, but after this migration, the people who will be responding to your tickets will not be on the Forum, and vice versa – Sokun will not be responding to tickets.
For example, if you have any issues with how a ticket has been replied to, either submit a new ticket to pass on your ticket concerns etc with how it has been handled, or preferably, reply in the same ticket you are already responding in. It will then be escalated to the responsible team member.
If you are waiting for a ticket reply, as we have mentioned, during this transition phase, there will be some extended wait times for ticket replies. Both in getting an initial reply, and for a resolution to an issue.
If you post about a ticket on the forum you are waiting to get a reply on, it would require Sokun or I getting the details from you > reaching out to the Support team > talking to them > and returning to the forum to give you an update..
In that time, you will likely already have received a reply to your ticket.
What am I going to be doing during all this?
During the ticket migration process, as mentioned I will initially still be actively responding to Gems of War tickets as normal. In the end, I will only be responding to specific tickets.
I’m also the contact point for 505 Support and Community to IP2.
As for the Community Forum, very similar. For now, I am still actively checking the forum, gathering your reports and feedback.
Going forward, I will be posting less and less, allowing more space for Sokun to be the Community manager here.
I will still be checking the forum, I just won’t be posting as much unless there is a major issue, or I have direct information from the development team that can be shared quickly.
Whenever we have the next BETA, I will be helping Sokun as he takes more of the lead until he runs them solo, and I am just a contact point or will jump in when needed to help!
As for Puzzle Quest 3, currently, the only change is that tickets will also move to FreshDesk. But I will still be responding to them, and still active on the forum.
Should my workload change in future, then Puzzle Quest 3 support would also move to 505 Support, and then in future possibly someone else would step in as Community manager there as well.
And lastly, a more personal paragraph from me.
Since the start of 2025, it has just been me running Support and the Community Forum, with the help of Gman and Sokun where possible around their existing workloads, while we navigate coordinating this migration.
Gman assisted in bug reporting and testing from the forum and the beta, and Sokun jumped in to help with Gems of War tickets in Zendesk when I needed it as well.
This has been huge.
We went from a CX team of 3 people…
Working together to handle tickets and forum, while also having our own tasks and responsibilities outside of that.
To just this guy, with no change to any of my previously responsibilities, and the addition of a migration to organise.
And that work doesn’t just go away when Zendesk is deactivated. So, please consider this before putting me (or any others) on blast for not being responsive enough.
No doubt there will be some teething issues, but this whole process will be over and done with before any of us know it, and it will go so much faster and smoother if everyone understands this.
I guess what I’m trying to say is, please be considerate and patient with those you will slowly be interacting with more and more during this process and after it’s completed.
Everyone is working extremely hard across all teams and studios to ensure that you keep getting the same level of support, as well as learning a whole new game (for some), new support software and new processes!
Also, please do not tag myself or Gman once this process has been completed. We will likely not see your tags till much later, when they will likely not be relevant or Sokun has already jumped in where needed.
That’s everything I have right now. If anything changes, I get more information, new information etc.. I will update in this thread!
)