• Hi Guest!

    We have recently added a new Support Tickets feature to the Hub!
    You can check out the details in our official announcement!

Official New Support Ticket System

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AshAuryn

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We are excited to introduce our new Support Ticket system for the Hub!

We have added this system to make it simpler and more straightforward to contact staff about Hub-related issues.

Let's walk through how to create a support ticket:

Step 1 - Open a Ticket
To open a new support ticket, select "Open new ticket" from the Support drop-down menu.
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Step 2 - Choose a Topic
Choose a topic (category) for your message.​
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Step 3 - Submit Your Ticket
Write your message to support like you would write a normal conversation message.​
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You will have the option to select a ticket Priority level.​
If your ticket is time sensitive, choose "urgent". Staff will attempt to respond to tickets within 48 hours in most cases.​
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"Watching" your ticket will allow you to receive Hub notifications when there is a response.​
You may also choose to receive notifications by email. (Staff do not have access to view your email address as part of our Privacy policies)​
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You can view your open tickets at any time by selecting "Your tickets" from the Support drop-down menu.

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This will show you a list of your open tickets. Here you can see if there have been any replies, and who was the last to comment.

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If you opted to "Watch" your ticket, you will receive Hub notification alerts when there has been activity on your ticket.

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Viewing your Ticket

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When viewing your ticket, you have several options:

  • To delete your ticket or change the priority, select "Edit Ticket" from the ... drop-down menu.
  • If you no longer need your ticket, or you feel it has been answered, you may mark it "Resolved".
  • If you do not wish to receive notifications any longer, you can "Unwatch" your ticket.
  • If you need to edit your previous message, you can choose "Edit" at the bottom of the message box. Note that staff can view your edit history.

Locked out of your account or don't have an account?

No worries! You can still submit a support ticket without an account.
Note: If your account has been banned, you may still submit a support ticket and receive replies with your existing account.

Steps to submit a support ticket without an account:
Step 1 - Open a Ticket and Choose a Topic
These steps are identical to submitting a ticket with an account, however you may need to complete a Captcha ("I'm not a robot") to continue.
Once your ticket has been created, you will receive an email with further instructions at the address you provided in the form.
Step 2 - Accessing your Ticket
Open the email you received from the Hub. If you did not receive an email, check your spam or junk folder.
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Use the "View this ticket" link to access your ticket.​
Remember, you will need this link whenever you want to access your ticket, so don't delete the email.​
Copy the provided password, and enter it on the Hub to view your ticket.​

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Responses to your ticket will also appear in your email, but you must reply on the Hub. We do not receive emailed replies.​
If you later decide to create an account, Hub staff can merge any of your existing support tickets with your new account for convenience.​

That completes our overview of the tickets system. As before, if you need to contact a specific Staff Member for something non-support related you may view our staff list here. Otherwise, we hope you will use and enjoy the new Support Tickets feature!

~The VaMHub Team



 
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