Upcoming Changes: Support

Official News
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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.

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]

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].

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.
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23

Is there a reason why there’s a switch?

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A choice from 505’s Support team, not an IP2 decision.

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25

I’ll have more information on this after the public holiday

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26

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.

    • I am still getting confirmation on this, but for now, it’s easier to assume it will not carry over and prepare for that.
      • This is across every game under the 505 publishing umbrella.. or will be as time goes on.

  • 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

    • I would expect that any existing tickets will get updated with this information from the support team member who is handling it
    • So, I suggest from the 18th of Nov, before Freshdesk is closed, submit new tickets to Theymes to avoid any chance of the ticket needing to be resubmitted

  • The current reply period for tickets is 3-5 business days, which should remain the same after the transition

    • For those who have ever submitted a ticket that I’ve responded to, for the most part, I was getting to them in under 3 days, excluding weekends. So, please remember going forward, there is potentially a 3 business day reply period

  • 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.

    • Also, the in-article links that take you to other articles, are yet to be updated to their new Thymes links, but I would hope that will be fixed before the 22nd.

  • Game feedback and general bug reporting will still be redirected to the community forum.

    • “General bug reporting” are issues that would be game wide/affecting everyone or most people, or issues that are not specific to your game account. This is no different to how things are currently. Support tickets are for issues we in support can resolve for you.

As I already shared;

  • 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.

    • So, do not call me out in your tickets, just because you want me to be the one to grab the ticket. I will not.

  • 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.
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