We have recently made some important upgrades to our Support System. You may notice that things look and feel a bit different. You'll also notice an overall easier way to engage the Lab for your Support needs.
Tickets, Chats, and Now Cases
We're introducing a new term to our Support lexicon, a "case." What is a case? A case is a collection of contacts about a particular issue. Those contacts may be tickets, chats, or phone calls. The goal is to have a single case per issue to maintain continuity throughout the resolution process. In some ways you can think of cases like tickets, except we'll be rolling up other tickets, chats, and calls into it for a more holistic view of your support issue.
What to Expect in the new system
Overall, communicating with us about support issues will be easier. More specifically, you can expect to see the following:
Clean Interface: The new case pages have been streamlined and simplified, only asking for information relevant to the issue type you choose.
No More Special Questions: We've eliminated the "Special Questions" category, the source of a lot of Resident confusion.
Replying to our Emails adds Status Update to Case: Not only will our Support emails look better, but they will also allow you to hit "Reply" and update us on your issue. Your response will automatically be added to your case, giving you another way--in addition to Support History--to provide additional information to help us solve your issue.
New Live Chat System: Our new Live Chat system, launching in conjunction with our new Support system, is built on Flash technology and enables us to quickly create a new case, or add to an existing one, from a Live Chat.
New Support History Interface: The Support History interface, for both current and past cases, will allow you to update your open Support cases and review closed ones. We will soon migrate your Support History from our current system. Your ticket history has already been migrated, and your chat history will be migrated next week.
Contextual Help Available: We are piloting a program that offers you specific Knowledge Base content, and other relevant links, when certain issue types are selected to help you solve your issue quickly without needing to contact Support directly.
These changes will improve your Second Life Support experience and help us to resolve your Support issues more quickly. We'll continue to keep you up-to-date on our implementation progress and we look forward to hearing how you like the new system.
As a reminder, the fastest way to always get answers to your Support questions is by using our self-help tools: Second Life Wiki and SL Answers.