# Upcoming Changes: Support **URL:** \ **Category:** Official News\ **Created:** [June 5, 2025, 2:34am UTC](https://community.gemsofwar.com/t/upcoming-changes-support/87872 "2025-06-05T02:34:07Z")\ **Posts on this page:** 5\ **Page:** 2
**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:** [August 31, 2026, 1:42am UTC](https://community.gemsofwar.com/t/upcoming-changes-support/87872/22 "2026-08-31T01:42:46Z")
A small update on this whole situation. It’s been really slow in this all progressing the past.. 2 years almost now. After it initially felt like it was going to happen very quickly. But, there is movement now between IP2 (specifically me) and 505’s **new** support team. > [@Jeto](#): > > 1. Zendesk is in the bin! > 2. Freshdesk is Live! Well, it’s been a year and now it looks like 505 are moving our Support site from Freshdesk to Thymes in the next coming months **[ETA is TBC]** > [@Jeto](#): > > This also means if you submit a ticket, you may spot our wonderful 505 human, who is picking up some of the easier tickets, while they are learning from me. For a few months now, if you submitted a ticket about any account access issues, you may have gotten a reply from Salep, one of the 505 CS agents. In the coming weeks, I’ll be training a couple more support agents from 505, as they start taking on more Gems of War ticket responsibilities, until I they can take on all of them [excluding escalations and other specific situations]. > [@Jeto](#): > > 1. **The forum continues ever on!** No real changes here This, is the same no changes here. ## **TLDR** - Keep an eye out for updates on us changing from Freshdesk to Thymes - When I actually get some solid dates and information, I’ll make a proper announcement post. - There will slowly be some new names responding to tickets. - Reminder: They will not be in the forum. - Nothing is currently changing in the forum, the BETA or our socials. **Most importantly: Patience is appreciated** - For the new support agents learning Gems of War [from me]. An immense 10+ year old game. - For me. If I forget a thing, a blog of mine is wrong, a social image has a spelling mistake, I’m not as active as you “expect”.. just, chill please. ---
**Author:** ![TheIdleOne](https://avatars.discourse-cdn.com/v4/letter/t/c68b51/32.png) [@TheIdleOne](https://community.gemsofwar.com/u/TheIdleOne)\ **Post date:** [August 31, 2026, 2:00am UTC](https://community.gemsofwar.com/t/upcoming-changes-support/87872/23 "2026-08-31T02:00:29Z")
> [@Jeto](#): > > Well, it’s been a year and now it looks like 505 are moving our Support site from Freshdesk to Thymes in the next coming months Is there a reason why there’s a switch? ---
**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:** [August 31, 2026, 2:03am UTC](https://community.gemsofwar.com/t/upcoming-changes-support/87872/24 "2026-08-31T02:03:37Z")
A choice from 505’s Support team, not an IP2 decision. ---
**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:** [November 2, 2026, 3:46am UTC](https://community.gemsofwar.com/t/upcoming-changes-support/87872/25 "2026-11-02T03:46:57Z")
I’ll have more information on this after the public holiday ![image (1)](https://us1.discourse-cdn.com/flex019/uploads/gemsofwar/original/3X/9/8/9809550c588d0afb601c683d9371579539dd6af2.png) ---
**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:** [November 4, 2026, 12:17am UTC](https://community.gemsofwar.com/t/upcoming-changes-support/87872/26 "2026-11-04T00:17:53Z")
Right. Here is what **I know** so far. From **Novemeber 21st/22nd** 505 Games will be switching off Freshdesk and moving to Theymes completely. I’ll share all the links, once I have them and I trust they are ready for players to use. - **Any Freshdesk accounts and ticket history, will not carry over. You will need to make a new account in Theymes, to access Support.** - Any tickets that are open and ongoing from the 22nd, will need to be resubmitted via Theymes, as they cannot be copied over. _Think it’s a limitation with Theymes compared to when we went from Zendesk to Freshdesk_ - The current reply period for tickets is 3-5 business days, which should remain the same after the transition - All the game guides have already been copied over, **I** am waiting to get the list of all the new Thymes links to those articles, so the devs can then go and update all of the in-game link outs. - Game feedback and general bug reporting will still be redirected to the community forum. As I already shared; > [@Jeto](#): > > - There will slowly be some new names responding to tickets. > - Reminder: They will not be in the forum. > > - Nothing is currently changing in the forum, the BETA or our socials. > [@Jeto](#): > > A choice from 505’s Support team, not an IP2 decision. - This means that I will no longer be the primary contact on support tickets for Gems of War and eventually PQ3. Tickets will only come to me if they are escalated. - Once this change happens, if you have any complaints, feedback etc about Theymes or support, that is to be **directed back through Support.** It is not for the forum. Anyone who has submitted a ticket recently may not have been able to make a Freshdesk account, if you didn’t already have one (I wasn’t aware of this till recently). I am not sure if that also affected anyone who went to go look at their existing Freshdesk account or tickets. **This is still a whole ongoing situation and I am waiting for a fair few questions to be answered.** So, I’ll share any further updates that are relevant, as I get them. Also, if any dates change I will post as soon as I am told. **TLDR;** - Start using Theymes for all your support and game guide needs from the 18th of Nov, before Freshdesk is closed on the 22nd - **I’ll share the links when I have confirmed them** - 505 Games will be the primary contact for tech support tickets. I will handle escalations only. - Support team members are not on the forum and will not be at any point in future. [Previous page](https://community.gemsofwar.com/t/upcoming-changes-support/87872.md?page=1)