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GMGreywulf

GameMaster: USA
GMGreywulf
Joined
29 Feb 2008
Posts
1833
Location
United States
PostedMay 31, 2011 11:47 am

How to use Aeria's RT system / Contact Us form.

because: new forum = new guide.
How to use Aeria's RT system

If you need to report harassment, missing prizes from events/promos, or any other kind of issues, check this thread.
This little guide will show you how to use the RT system, and how to fill the Contact Us form properly.

______________________________________________________________________________________________

First off, log into your account.
Keep in mind that you can still access the Contact Us form even if you're not logged; however, "Game Support" and "Billing Support" options won't be available. But you can access "Reset password", "Ban appeal" and "Trouble creating account" options. These options are for people who cannot access their account to use (because it was banned, hacked, etc.) and doesn't want the trouble of making a new account just to appeal a ban or report a hacked account.

At the bottom of the forum page, you'll see several links. Click on the Contact Us link to proceed to Contact Us form.




Now, select the category of your issue report. Each category form has similar fields to fill. The following example goes for Game Support.



This is the Contact Us form, for Game Support. I'll explain each section separately.



Sections

Account Name
Your Aeria's username will be visible here. This field cannot be edited. If you see any errors in this field, you might be on the wrong account or your information is incorrect. Check your profile and if it's still correct, contact a GM or GS directly to solve it.
Also, depending on the category you selected, it may be required to enter your e-mail address, which is the one you used to register your account in Aeria's site.


1.- Subcategory
Select the subcategory that best represents your issue report. In case you're not 100% sure, or your issue doesn't fall under any of the subcategories, pick "Other".




2.- Game
As it says, select the game you're having issues with. In this case, pick "Eden Eternal".




3.- Server
The server in which you play on. This is mainly intended for games that have more than one server (for example, 12sky2 has 3 servers: Serenity, Redemption and Nemesis).
At the moment, Eden Eternal has only ONE server, so in this case you should write "Aquamarine" on this field.




4.- Character Name
The name of the character that your issue is related to. If more than one, then separate them with " ; ".




5.- Date and Time
Complete these fields with the precise date and time your issue ocurred.




6.- Timezone
Select your current timezone from the list.




7.- Message
Complete the field with the subject of your RT, and type your message in the Message box. Be clear about what the problem is, and give as much information as you possibly can, including evidence to back it up (recommended!). If your message is too long, you can grab the lower right corner of the Message window and drag it down so you can see your entire message.




Also, if you wish to receive a copy of this RT (recommended!), click the check-box labeled "Send me a copy".



Finally, click on the "Send e-mail" button to submit your ticket.


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