Player guideline for bug report and chat behaviour

By JINX - Big fat hero · · 29 views · 1 upvotes · 4 replies

I don't understand the unequal treatment that is happening in this chat

We were told to use ticket to report bugs and problem in games
I keep seeing player (old, new, monster) sharing here problems and bugs
I do it too, not because i don't wanna use ticket, but because tickets seems like a prayer to the void. I don't even mind anymore having to wait months for bugfix. But atleast, if there is a guideline, it should be followed. Not interpreted depending on situation or player

We were told to use suggestion to bring new things in game. There was the tree timer boost suggestion that received a "thumbs up" on forum and took more than a month, and (i would add "casually"?) after it was bringed it here on the chat, it was implemented straightforward. Coincidence?

If i don't remember wrong there was also a clear statement that question on this chat wouldn't receive answer by admin anymore, and that they would've been sended to mod prior.

This is not for me, i don't care being ignored, this is for the future. If people start following what others do, and instead of 200 people writing here you got 6k, well, good luck
If there are rule, just apply them. I'm not saying mute everyone that ask things, just ignore. Eventually, people will understand and start using ticket the right way

But hey, tickets need to be useful. I know we are in beta and lot of thing changes everyday, it's hard to keep everyone and everything on the line, but if i post a bug about chest, and chest are gonna be removed, an update on the ticket will be very, very appreciated. I know, it's time consuming. At least that way ticket will start having a sense for "minor bug". If not, just expect player to use bugs instead of reporting, just because "we are in beta" and "who cares, things will change tomorrow"
And i think no one wants this to happen

Replies

Roker009 ·

In addition to your post,
The idea of making the glitch report public was a good idea coz now we can see if the same bug was reported by anyone else and just reply to that post, but the downside of this is that now we dont know if it was forwarded to admins or not.
Before this mods used to respond if this is a know bug or admins are already working on it and soo on.

JINX - Big fat hero ·

For that, i posted a suggestion lot of time ago, to have a Buglist post here where mod update it whenever new bugs are found. Will take lot of time at first, but maintaining it wont be much a problem i guess. Just check ticket, add it to the post, over

Roker009 ·

Making a ticket along with the forum post will duplicate alot of things and devs might get swamped.
I would rather wait for someone to update. I might tag mods in general chat if a bug is found next time.

And yes, as i mentioned it is a good idea. But lets see how it goes.

TokenLord ·

I understand what you mean, and I agree that rules should be clear and fair for everyone.

The reason we started using the forum/chat more is because the ticket system was getting too overloaded. Even with moderators and staff helping, total of 8 people, we were getting too many tickets. Sometimes 50–80 tickets came in just a few days, and some tickets can take a long time to check and solve, from 10 minutes to 4 hours if log check is needed, if player didnt give enough info or there is some real big problem.

That is why we try to answer general questions and common problems in public places, so everyone can see the answer and we do not have to reply to the same thing many times.

But yes, bugs should still be reported through forum, and suggestions should still go to the suggestion section. Discord/chat should not become the main place for bugs, complaints, or suggestions.

Sometimes people write something in chat, and if it is urgent or if we are already working on that part of the game, we may notice it and act on it. That does not mean we are trying to treat some players differently.

About tickets feeling ignored: I understand that. We know ticket replies and updates can be better. We are still improving this, especially during beta when many things change often.

The goal is not unequal treatment. We are just trying to manage too much information with limited time and staff.