New staff job - help desk consultant

[i200000 717]

The help desk consultant/reporter's work will answer questions and give advice which constains all about help desk.

There are rules, practices what can this consultant tell us if necessary. This person would help a lot to get rid of inappropriate applications.

 

 

 

[Indra_Otsutsuki 329]

Applications for what?

[i200000 717]

Applications for what?

If you have any complaint about the game - payment, block/bann ect. may contact to the help desk, rather, give an application to them.

[Indra_Otsutsuki 329]

If you have any complaint about the game - payment, block/bann ect. may contact to the help desk, rather, give an application to them.

OK,the help desk is gonna be a website where you can directly complain to a Admin or Mod.If that's the case their should be shifts of admins when possible and if that is not possible at any given time the help desk would be "Closed" until some authorities become online again to do the job.

+1 From Me

[Eragon 13,876]

If you need to contact the help desk than you can email help@tankionline.com, there you can ask any questions or help regarding the game.

They are online 24/7 and will answer your emails once they can

[drazeruzumaki 5,021]

If you need to contact the help desk than you can email help@tankionline.com, there you can ask any questions or help regarding the game.

They are online 24/7 and will answer your emails once they can

yes exactly but i think this is a good idea

[Eragon 13,876]

yes exactly but i think this is a good idea

You idea is unclear for me

[i200000 717]

If you need to contact the help desk than you can email help@tankionline.com, there you can ask any questions or help regarding the game.

They are online 24/7 and will answer your emails once they can

In fact not all questions are answered properly.

 

OK,the help desk is gonna be a website where you can directly complain to a Admin or Mod.If that's the case their should be shifts of admins when possible and if that is not possible at any given time the help desk would be "Closed" until some authorities become online again to do the job.

+1 From Me

Live chatting? Sounds cool.

[drazeruzumaki 5,021]

You idea is unclear for me

i mean there is help desk but we still need a staff like that

[Eragon 13,876]

i mean there is help desk but we still need a staff like that

Moderators and other staff help as much as they can, But blocks, bans, complaints, etc can only be handled by the Support team since they have direct access to the game.

[drazeruzumaki 5,021]

Moderators and other staff help as much as they can, But blocks, bans, complaints, etc can only be handled by the Support team since they have direct access to the game.

well there is no harm in getting some more helpers ;)

[i200000 717]

Moderators and other staff help as much as they can, But blocks, bans, complaints, etc can only be handled by the Support team since they have direct access to the game.

Let's check. If you ask a moderator or anyone from the forum's staff he answers that he don't deal with block/ban. You have to contact to the tech support with your question, but their main work is deal with blocks/bans NOT answer questions about them. I hope you understand what I want to say.

 

So this new staff member would know a lot about the help desk. More than the forum's staff.

[Eragon 13,876]

Let's check. If you ask a moderator or anyone from the forum's staff he answers that he don't deal with block/ban. You have to contact to the tech support with your question, but their main work is deal with blocks/bans NOT answer questions about them. I hope you understand what I want to say.

I understand, However Moderators only ban/block people, They cannot unblock, to do that they contact the Tech support. This will not change, Unless those moderators start to work in the HQ

[E.Leclerc 1,887]

Better thing would be to bring back Consultant position.

[Phoenix.Raised 5,992]

This Topic looks like: I wish I am a admin / mod :)

 

I do not understand, you basically mean the "confessional room"?

How can someone who does not have the right to decide anything, for example in the system of paying to help?

 

You never saw at chat? when i mod says: I can not discuss these things

 

That  "confessional room" can only say: Write to help@tankionline.com

[DarkOperative 5,580]

TO staff is a divided concept; Helpers(chosen among players) & Staff(TO employees).

 

Tech Support is a paid job; it comes with a salary, and one can apply for it as a real life job. Tanki does NOT accept applications for Tech Support on the forum or FB page. There is a proper way of applying for Tech Support as that of a real life job has. 

 

Secondly, if this kind of a helpers position exist, the player would be working side-by-side or somewhat having a similar job as that of Tech Support(means working FOR Tanki as an official). For which he/she deserves a salary due to the Law.

 

In fact not all questions are answered properly.

For that - it must be dealt by Tanki Online head-employees to fix that. We can't make a change to the help desk system, but we most certainly can suggest.

 

well there is no harm in getting some more helpers ;)

Sure there isn't. But not exactly. What more moderator positions should TO create? Helper positions cover Chat, Forum, Social Media, Help site & Test servers. Where exactly does TO need moderators now that every essential thing is covered?

 

Better thing would be to bring back Consultant position.

I wish the same but it is unlikely. Consultants were pretty much spread everywhere. Chat, forum, social media - all helpers in these groups were somewhat consultants; means all of them did the same job a consultant does. It was a decision from the administration to remove the position. Which wasn't an incorrect move to be honest.

[E.Leclerc 1,887]

 

 

I wish the same but it is unlikely. Consultants were pretty much spread everywhere. Chat, forum, social media - all helpers in these groups were somewhat consultants; means all of them did the same job a consultant does. It was a decision from the administration to remove the position. Which wasn't an incorrect move to be honest.

I remember that more than 1 year ago, chat moderators were ignoring players in the chat. 

[MarineMan2 1,164]

I remember that more than 1 year ago, chat moderators were ignoring players in the chat. 

At the time Chat Moderators were not obligated to reply, as they were simply there to moderate the chat, and it in no way required communication. Though nowadays, Chat Mods try to lend a hand when they can. Their primary job is to issue warns/bans and keep the chat clean, but if they have a chance, you'll find them helping players out. :)

[i200000 717]

At the time Chat Moderators were not obligated to reply, as they were simply there to moderate the chat, and it in no way required communication. Though nowadays, Chat Mods try to lend a hand when they can. Their primary job is to issue warns/bans and keep the chat clean, but if they have a chance, you'll find them helping players out. :)

As I know it's very similar with the Tech support, also. Their work is not answeing questions - even if it related to blocks or bans. That's why I tried suggest it.

[DarkOperative 5,580]

As I know it's very similar with the Tech support, also. Their work is not answeing questions - even if it related to blocks or bans. That's why I tried suggest it.

Why does Tech Support need to answer questions when there are multiple sources where one can ask questions and get the answeres easily?

[Bydo 20,233]

tanki help desk has improved more then it was in the past and for getting answers done just pm any mod they will be willing to give the info you need or in the help section..now i do find the help section sort of a waste of info some items yes its good to get at your finger tips but then others like my questions are still not answered and i send those in when this thing started lol

but over all yes your idea would help cut back in some areas that players are not familiar with how to retrieve things and i am one who has issues some of the times in this area

[dilsharox 2,395]

consultants were removed some time ago & now theres a help site

help@tankilonline.com still works

[i200000 717]

Why does Tech Support need to answer questions when there are multiple sources where one can ask questions and get the answeres easily?

Not only once happened to me that I've asked something (how to, what to do) and the answer was about this one:

 

Well, I don't demand this new group, just noticed that there is one or two questions can't be answered by any staff member.

[E.Leclerc 1,887]

At the time Chat Moderators were not obligated to reply, as they were simply there to moderate the chat, and it in no way required communication. Though nowadays, Chat Mods try to lend a hand when they can. Their primary job is to issue warns/bans and keep the chat clean, but if they have a chance, you'll find them helping players out. :)

Right now we have a lot of good chat mods. They are very active and they talk to other players a lot. 

[Vikingsrallentando 3,058]

Though nowadays, Chat Mods try to lend a hand when they can. Their primary job is to issue warns/bans and keep the chat clean, but if they have a chance

But the fact that an entire position, completely devoted to helping players with problems, had to be removed and then that positions workload then shifted to other positions as a secondary objective sounds like a bad customer service decision. Helpdesk already has enough with accounts and matters that staff can't solve, so the broad objective would be to solve all the problems players have in the chat and forums when there is staff around (because when 'they have a chance' is subjective), which then leads to my other point.

 

Why does Tech Support need to answer questions when there are multiple sources where one can ask questions and get the answers* easily?

How intuitive do you think it is for people younger than 15 to pull up the Wiki or helpsite while they're playing? Would you have chat mods just say "Go look at the wiki" at every plea for help? The answer should be no to both of my questions. Now to answer your question, the system of ignorance is only neutralized by the ignorance of the players. You wont accomplish anything when you ask a question like that.

 

There isn't any type of help within the game, besides chat mods and those willing to help. If the game had a command or a clickable pop up to display a mini help desk or directory in order to get players to the help topics they need; it would be even more efficient than having a designated position, and drastically better than a chat moderator, who is there to keep the chat clean.

 

You two are helpers of the game, lobby for some helper aid.