REJECTING TICKETS

Why do we have to reject as "Duplicate"?

• To finish the interaction with the player as soon as we can

• To avoid having the same conversation with the same player through different tickets

• Because when the player contacted us, the system duplicated and generated a copy

• To continue with the oldest interaction of the player

When do we reject as "Already informed"?

(more than one answer might be correct)

• When we already explained about a ban inquiry

• When we have already replied and resolved the ticket twice about the same issue

• When we have denied a name change once

• When we do not want to answer again the same thing

When do we usually reject as "Phishing"?

• After we recover an account

• When a new device logged into the account and needs to change SC ID

• When the player mentioned they are trying to recover their sibling's/friend's account

• When players are trying to get access to an account that does not belong to them

When do we reject as "Free item"?

• When we have provided info about why we do not give free in-game currency, and how to earn it in-game

• When they mentioned they were unable to claim the Pass Royale rewards the previous season

• When we have already denied a refund twice

• When we already informed we can't give free gems twice

Answer explanation

Remember that we only need to solve the interaction once before rejecting for free item!!

Why do we reject for "Ban"?

• Because we are about to deny a SC ID change

• Because we already informed about the reasons why the target acc is banned

• Because the account is locked, and the player is not the owner

• Because we just banned an account for trying to steal another one

When do we reject as "Offensive"?

• When players are being way too nice with us :)

• When they are extremely unhappy, angry, and genuinely disgruntled about the game

• When they send extremely offensive images

• When players send really offensive messages towards Support

Bonus question! If the only message sent by the player is (see picture), What would you do?

• share a delicious cup of coffe with the player

• send FAQ unclear message

• Reject the ticket for unrelated to the game

• Ban the player