If you play any Machine Zone game, then you more than likely have had to write into Customer Service. Each player has their own way to write a ticket, some good and some bad. Today we will go over some ticket writing tips that have been recommended straight from the source! While we do not guarantee that you will get the response you are looking for, these tips will help cut down on response times!
Ticket Writing 101
First, we will go over what your ticket to Customer Service should look like. This means straight to the point with as much detail as you can remember.
Briefly summarize your issue in 1-2 sentences. Include details like
- When did it start?
- How long has it been happening?
- Does it only happen in a certain state? Is it only at a Control Point or maybe only when rallying bases?
- Does it affect many players or is it only affecting your game?
Example; Since 8 pm today in Kingdom 1201, Monsters have stopped spawning in around the CP for all players. Please spawn them.
This is when a feature, or any part of the game, is not acting as expected. This includes some of the following scenarios:
- Blogs that do not match up with what is going on in-game
- Differences in gameplay that fall outside of the norm.
- An action in-game does not perform as expected
Example 1: The blog says 10000% attack on the Steadfast skills released today, but I’m only getting 7000%. I believe I should be getting the 10k.
Example 2: When I send a solo, my commander is not returning to my base for over ten minutes, even though it is only a ten-second deployment.
Example 3: When I click on VIP fill, it does not add my troops in the rally even though I have them.
How to Reproduce the Issue in the Ticket
This is especially important when writing a ticket about a problem that is specific to your base. In order to find what the cause of the problem is, they need to be able to reproduce or recreate, the scenario that leads to the issue you are having in-game. Giving as much information as you can help to greatly improve the time it takes to fix the problem.
- Give step by step directions on how MZ can duplicate the result you are experiencing.
- Attach any screenshots or videos to help reproduce the problem faster. ( We will talk about how to do this later in the article)
- Include FACTS only, do not include opinions or suggestions about what you think the problem is.
Example: When I am in State 5 and I solo a base that is 1215 or higher my deployment does not return. The deployment screen shows nothing is outside my base, but my commander is not in my base. This only happens when the result is a victory.
What NOT to Do When Writing a Ticket
I am sure that many of you can already guess what will be said in this part. Let’s just jump right in!
- Be respectful, don’t curse. This could actually make your ticket response time LONGER! Plus, the CS employees dealing with your rudeness are not the ones that created the problem that you are mad about. It’s like yelling at a receptionist because your boss would not give you a raise.
- Do not send multiple tickets in about the same issue. This creates a backlog of tickets and can increase the time you wait for a response, especially if the whole community is sending more than one ticket about the same problem. It’s counterproductive.
- Do not reply to an MZ response by making a new ticket. You want to reply to the actual response you get. This creates a chain of responses so if your issue gets escalated then the person taking over can see the history easily.
- Make sure you have a current email attached to your account. You can not write in from a different email, they will not talk to you about the account from another email because of security purposes. Also, if you do not have a current email, then you can not send in screenshots and videos to help you resolve your issue faster.
Ticket Writing Conclusion
The biggest point to take away from this is to be short, to the point, and provide all facts related to the problem. Doing so will greatly improve your chances of getting a quick and accurate resolution to your problem. While we know that some people have not been pleased with some of the CS responses, we just hope that the information in this article will help all of us to have a more pleasant experience with tickets.
Join the Conversation on our community sites!
Stay Tuned for more great information from our MSHQ Team as Mobile Strike continues to evolve.
Click here to sign up for email alerts when the new guides are posted