Ticketing System Updates (Updated)

Day 582, 09:32 • Published in • by Plato

Dear citizens,

As you may have noticed, starting yesterday the ticketing system received some improvements, the most important one is the possibility for citizens to track their submitted tickets. When you log into your citizen account and access the Contact link in the footer, you will automatically log in as a user in the ticketing system too. By pressing “View My Tickets” you are able to see each of your submitted tickets and their status.
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Let`s see what each status means:

-Pending. If your ticket has this status, it means that it was not processed yet by the eRepublik Team.

-Still Analyzing. This means that your ticket was read by someone, but no decision has yet been taken. Most likely your ticket asks for extra-work and analysis, in order to guarantee the proper decision.

-Waiting for replies. If your ticket has this status, it means that the eRepublik team asked you to provide some additional info or some more details regarding the subject of your ticket. Most likely your ticket contained less information than required in order for it to be solved.

-Read. This label means that the eRepublik Team took notice of your message. Probably you did not ask for an answer, you just wanted to inform us about something, or your ticket will be processed later.

-Closed. This status next to your ticket certifies that your message has been read, analyzed, and proper measurements have been taken. This status comes in two flavors, "answered" and "no answer needed".

We would also like to remind citizens the purpose of dividing tickets into several departments: To ease communication and to receive the fastest answer possible, you should send your message to the correct department. Most commonly used departments are:

-Report Abuse. In this department you should submit tickets about any kind of abuse: insults, oppression, vulgarity, inappropriate articles or comments, or spam. We need your help to create a better world and get rid of inappropriate content.

-Report multiple accounts. When you suspect that a citizen administrates multiple-accounts, you can ask for an investigation by this department. You should of course never report a citizen just because you don't like them. Only strong evidences or suspicions should lead to such a report. Messages like "Hello, I'm the President of X party, please investigate the other parties in my country," are too ambiguous to be taken into consideration.

-Request Appeal. This department handles appeals made by citizens protesting against a certain decision. The most important thing is that the appeal must be submitted only by the citizen who received the decision. What that means is that messages like “here is the list of my friends, please un-ban them all” are dismissed. The friend himself must request an appeal for his case, no public appeals are processed.

-Feedback Here you can tell us how much you love us, or the game, or just express your thoughts and desires about eRepublik. If you wish your suggestions to be public you can use the special section in Forum.

-Report a bug. You should report, as soon as possible, any technical flaw that may affect eRepublik. We would like to thank you in advance for your support.

-Game Support. This department offers support for various situations that may appear, like Contracts trials.

As we previously announced, until the next eRepublik update, suspended citizens/organizations will not be able to access the on-site ticketing system. This is because the eRepublik team is working to create a special department for them. What will this be like? When they will try to log in, the message explaining the reasons for their current suspension appears, and also the history of all bans received by them will be available. From this list, they will have to choose the one they would like to appeal, and click on the “Appeal” button. The new system will greatly improve response times, due to the constraint of submitting just one appeal for a given suspension. Until this new system is implemented, we kindly ask suspended citizens/organizations to send their messages to the appeal@erepublik.com address.

Regards,

The eRepublik Team

Maintenance Announcement:
 
The New World will be inaccessible on day 583 starting 22:00 o`clock (eRepublik time) , for about two hours, due to some server maintenance work. Sorry for any inconvenience.



Update: The server maintenance was rescheduled for day 586 h22:00 (eRepublik Time), in order to guarantee the proper conditions for the Congressional Election Day.