Sarah Otter

Mad Otter Games
Developer
Hi, Everyone,

For too long now, there has been a great deal of confusion as to the differences between in-game bug reports, and Customer Support Tickets. So let’s see if we can’t remedy that.

The first and foremost difference, and I’m putting this one in boldface type so that it can be made as clear as possible, is: bug reports are a one way form of communication, and players will NEVER get responses to them, unless under very special circumstances. Customer Support tickets, however, are a two-way form of communication. That is the purpose of CS tickets -- for players to be able to talk directly to us about any game issues they might be having.

So now let’s get into more specifics.

Bug Reports

An in-game bug report automatically has your log files attached to them. These files are essential in order for us to resolve the bug being reported.
  • After you have experienced the bug, please DO NOT close the game. If you do, all of those log files will be lost. This means if you report a bug several days after it happened to you, it will unfortunately be of no use to us.
  • So please always send the bug report immediately after you have experienced it.

The purpose of a bug report is exactly as the name suggests: to report bugs. If you have experienced a glitch, a fault, an error, or any kind of malfunction within the game, then an in-game bug report is your avenue to tell us about it.
  • If you are upset about a policy in the game, is that a bug? No.
  • If you can’t remember your password, and don’t know how to make a new one, is that a bug? No.
  • If someone is harassing you in the game, is that a bug? No.
  • If you hate the particular shade of green in a zone, is that a bug? No.
  • If you accidentally deleted your character and want it restored, is that a bug? No.
  • If you made an unintended purchase of some kind, is that a bug? No.
  • Is a lengthy essay about the pros and cons of PvP a bug? No.

All of the above are issues that we can absolutely help you with, or listen to your concerns about, but they are not bugs. They are issues for Customer Support. So your first rule of thumb when trying to decide between sending a bug report or a CS ticket should be: Am I having a problem that I need help with and need to talk to management about, or did I just experience an actual glitch in the game which should be brought to the attention of the game developers so they can fix it, and that I don’t need a response about?

When reporting bugs, please be aware of the following:
  • Any reports with profanity in them are closed immediately. (Calling us derogatory names will not get a bug resolved, since we will read no further.)
  • Please be as specific and clear as possible when reporting the bug, so that we can reproduce it ourselves. Give us the steps. If we can reproduce it, we can fix it. Therefore, a bug report which says only, “Dudes, my weapon won’t work right," isn’t going to help us at all.
  • Please always try to attach a screenshot to your bug reports.

Customer Support Tickets

A link to our Customer Support page can be found in-game, on the forums, on our VH web site, or right here.

(*Note: currently mobile players cannot access the page in-game, but that will be remedied in the future. In the meantime, since your issue is not a bug, and urgent log files are not needed before closing the game, taking an extra few minutes to visit the Customer Support page through the other methods out of game should be sufficient.)

As already mentioned, CS tickets are a two-way form of communication. If you want to talk to us, and get a reply from us, send a CS ticket. If you need help with something, send a CS ticket. If you specifically have an issue related to any of the following (to name just a few), send a CS ticket:
  • Account issues
  • Payment issues
  • Log-in issues
  • Quest and item issues
  • Forum issues
  • Policy issues
  • Harassment issues
  • Strife/conflict/problems with players issues
  • Feedback
  • Converting villages to private
  • Reporting bad names
  • Other
(There are simply too many issues to list, so I won’t try to.)

How to Attach Screenshots to Customer Support Tickets

When submitting the initial ticket to Customer Support, it is not possible to attach a screenshot. HOWEVER, once you have received a reply on your ticket, you can then attach screenshots as you would to any email. On your initial ticket, just say something like: ‘I will supply screenshots upon your reply.’

Alternatively, when submitting your initial ticket, you can use a third-party image sharing resource, and supply us with a link to your picture that way. (Imgur, Google Drive links, Dropbox, etc.)


Other Issues To Know Regarding Customer Support
  • We currently do not have full-time support on the weekends. So you will likely not get a reply to your issue until Monday or Tuesday, if submitted on a weekend.
  • After entering your information into the Customer Support form and submitting, you will always receive an automated confirmation a moment later. If you did not receive that confirmation, it means your CS ticket did not go through and we do not have it.
  • If for whatever reason, you are unable to submit tickets through the Customer Support page, just send a direct email to: support@madottergames.com

And lastly, just a reminder: the Forums are not a substitute for either bug reports or CS tickets. ;)

Hope all of the above helps clear up some confusion! Thanks for reading, Everyone!
 

Donut

Guest
I have a question about certain sub catregories. Do I still send it even though the cs ticket claims it won’t support the type of issue? I’ve also submitted the trashed/quest issue through the bug report because the cs ticket told me to.A3F69282-F1CC-4E2A-93A0-B2E69BB0262D.jpeg
 
Reactions: Giruv
  • Likex1

Sarah Otter

Mad Otter Games
Developer
I have a question about certain sub catregories. Do I still send it even though the cs ticket claims it won’t support the type of issue? I’ve also submitted the trashed/quest issue through the bug report because the cs ticket told me to.View attachment 482
When something says, 'This is not Supported,' it means players should not expect a 100% satisfactory result to their request. For example, if the 'trashed/lost quest items' did not say This is Not Supported, then it would be open to exploits. Players could just never bother to do the quests as intended, knowing that all they had to do was ask for the quest item to be sent to them.

So the answer to your question is: submit a CS ticket in that case with the understanding that you may or may not get the desired result.
 
Reactions: Rastuasi and Donut
  • Likex2

Donut

Guest
When something says, 'This is not Supported,' it means players should not expect a 100% satisfactory result to their request. For example, if the 'trashed/lost quest items' did not say This is Not Supported, then it would be open to exploits. Players could just never bother to do the quests as intended, knowing that all they had to do was ask for the quest item to be sent to them.

So the answer to your question is: submit a CS ticket in that case with the understanding that you may or may not get the desired result.
When the “this is not supported” appears, the cs ticket disables any further text input, so I used category “other” ,subcategory “other” and input subject with lost/trash quest items.

Thanks for the reply Sarah.
 

Sarah Otter

Mad Otter Games
Developer
I am posting, so to bump this thread to the top. I am also now at the point of begging: Please, please, please, share this post with your friends and help them to understand the difference between bug reports and CS tickets!

The quantity of bug reports that have come in this week that are NOT actually bug reports is beyond nuts.

Let's help keep the Otters sane. Sane Otters are good. We like sane Otters. :)

Thank you.
 

Aernak

Lumineer
Characters
Aernak, Karametra, Yondalla
Platform
iOS
Perhaps the /bug landing page could use some tweaks? I'm just trying to think out loud here, in an effort to help.

Maybe when typing /bug, there could be more of a distinction between the 2 choices. Maybe it needs 2 side-by-side choices, with a heading that reads: "Which of these 2 things are you trying to achieve?"

It's so very easy to just type /bug and type directly into those fields that pop up and send off a report. You have made it so easy... maybe too easy. It's a little unclear that people need tap the customer service link down at the bottom for certain types of issues. Plus, when you tap that CS link, it closes the game and loads your browser, which is jarring. Is there a way for CSR requests to also be done in-game?

Just some thoughts. Thank you for being awesome!
 
Top