Português do Brasil
The team has been working diligently over the past few months to ensure our support process is as effective and efficient as possible for our players. We wanted to take some time today to fill you in on some upcoming changes to our support ticketing system.
On January 19 we will be migrating all present and incoming tickets to an entirely new system. This new system will allow us to better sort and organize incoming tickets and to take care of them more quickly. The ticket form at https://www.hirezstudios.com/support will also be revamped to allow players to better categorize their issue, allowing the support team to address them more clearly. More complicated issues such as GDPR requests will also be able to be submitted directly through this new form.
To set expectations, there may very well be some delay in turnaround time for newly created tickets for a week or so due to the transition in systems. The team will be doing their best to make this transition as smooth as possible, and to answer incoming tickets as promptly as we can.
Thank you so much for your patience and understanding during this time and we’ll continue to make even more strides toward improvement of the support process over the coming months.