8 Things You Should Know About Support Tickets
No one wants to have to deal with issues in Second Life, but we all face them. It is the nature of the game. All kinds of things pop up here and there and luckily, with ZoHa Islands, you have Support on your side to help with these things. By following the list below, you will find you can get your issues taken care of very quickly, and move on to the real reason for being in SL… to have fun!
1. YOU MUST OWN ZOHA LAND.
This might sound a little obvious, but you would be surprised at the number of people that submit tickets each day, that are no longer ZoHa residents. They have moved to another estate that does not provide support, so they come to us asking for help. Sorry, we only have time for our residents. Best of Luck to you.
2. DOUBLE CHECK YOUR USER NAME.
Use your USER NAME. Again, you would be amazed at the number of tickets we get that either use a display name or have a typo in the user name. There is no way to search for display names especially when special characters are involved. While we are good at quite typonese in writings, we simply have no way of finding you if you don’t spell your user name right. By the way – These same people, generally speaking, are the ones who jump in group chat and complain about not receiving a response to their ticket. We don’t have a database of “possible variations” of your name. Please take a moment to double check your name, so we can find you.
3. EXPLAIN THE ISSUE IN DETAIL.
If all you have in your ticket is “I need help.” or “I have questions” then your ticket falls to the bottom of the list – we need details to better assist and investigate prior to contact. When we get over-loaded with tickets we take the highest priority first. You are going to have to type out an explanation/question sooner or later. By explaining in the ticket, you only have to do it once and we can be ready with answers when we contact you.
4. YOU ARE NOT THE ONLY TICKET.
ZoHa Islands has approximately 4500 residents at any given time. Please, please, please do not assume you are the only one that is having a problem. We have several tickets running at all times. Long-term residents that remember the old way of getting support simply did not know how many times people sent an IM directly to an Estate Manager and never asked in group for help. The group chat has ALWAYS reflected a mere small percentage of the support issues we address each day.
If you have a griefer, you do not need a ticket. Simply say so in group. “I have a griefer on White Marsh” we will come running. Starting off with “hello” or “can I speak to someone?” will not get you the attention you need quickly. Tell us what you need!
6. LAND SALES DO NOT REQUIRE A TICKET.
We have Sales Agents on duty 24/7 with that being their responsibility. Just say in group that you want to get new land. Whether it be additional land, or upgrade/downgrade.. just say so in group. “I need a Sales Agent” or “I want to buy new land” anything like that you are comfortable saying.
7. NO RESPONSE!!
If you do not get a response to your ticket by the time you log off, please be careful of your incoming IMs the next time you log on. Many times people are not online when we respond. Usually, it is due to them crashing about the time we respond. Please do not assume you were ignored. If it has been several HOURS, you may want to resubmit your ticket. See #2 and #3 above!
8. ADD SUPPORT TO YOUR ORB:
Support ZoHaIslands is the user name of the support avatar. Adding Support to your orb is not mandatory, but it is helpful to quickly address issues.
Please remember, we are coming to help YOU. We want for you to have an enjoyable SL experience. We are on your side.
Thank you for your Valued Business
ZoHa Islands Support