We've all been there: perhaps you've deleted an item you didn't mean to delete, or can't find a critical weapon or armour piece in one of your homes scattered across the galaxy. Maybe you need to fill out a Multi Account ticket, or even request assistance with an event. There's many reasons why you might reach out for help. Let's take a closer look at the ways to do just that.
In today's Friday Feature, we're taking a look at the support and ticketing system in SWG: Legends. Let's get right into it!
First Things First:
We'll start with the means available to get support with SWG: Legends. Support staff in Legends are called CSRs, or Community Support Represenatives. They answer support tickets and #csr-helpdesk on Discord. Let's break down both of these quickly.
- #csr-helpdesk is a channel on Discord where you can ask for assistance from a CSR with any issues you might have in the game. This is a good option for those who have questions that could be resolved without a ticket (such as in game support that does not require diving into game logs) or those who need help troubleshooting their game.
- support.swglegends.com is where players can file a ticket. Tickets are generally used for matters that would require research (such as looking for a deleted or lost item) or more in depth troubleshooting into an issue.
Either is a solid choice to get help, depending on what you need done. Think of it this way: DMing a CSR is your "live support" option, and could get you a resolution for a quick problem. A ticket is your best bet for those issues that might take a bit of time.
However, please keep in mind that there are matters that can't be solved via ticket or DM (For example, CSRs will not interfere with normal game mechanics, such as items expiring on a vendor). CSRs also do not grant name changes, as Smuggler player characters do this in game.
The Support Site
Let's take a look at the ticket system in SWG: Legends. Our Support site is at support.swglegends.com. This is not only where you will file tickets, but you can check on their status as well. This screen should show up as black to you, if it's white you're likely on our Mobile site. There might be issues with getting tickets to go through on the mobile version, but don't worry! Just scroll to the bottom of the page and hit the option to view the full site!
After logging in to the site, you're greeted with a drop down menu under "Help Topic". "Support Services Request" will cover most in game and account support options, you'll find this under "Request Type". From requests to restore deleted items or characters, to help locating missing items, to general account support, this option will be your go to most times.
Then of course, we come to Ticket Details. Trust us here: the more detail you can give to CSRs about your problem, the better. Enclose screenshots if you can: you can attach them right on the ticket or use an image hosting service like imgur.com or postimages.org.
And then you're done. All that's left is to submit your ticket. Give it a moment to process: hitting F5 or Refresh on your browser will spam your ticket into the system! The best way to see if your ticket has sent is to check under "Tickets" on the top menu, as shown below.
Simply click on your Ticket Number and you'll be brought right to your ticket. From there, you can read replies and send your own! You'll get notified about replies to your ticket via email as well, so be sure to be on the lookout.
Just One More Thing...
- The fastest way to get answers to routine gameplay questions is to connect with your fellow Legends players! There is a #general chat where players can ask questions and give advice on our Discord, as well as profession specific forums right here on our official website! We also have a player run Wiki for quest help and further deep dives into gameplay.
- The Wiki even has a Help page that contains common support topics!
- Tickets take time to research, particularly with finding lost or deleted items. Our CSR team is comprised entirely of volunteers, most of whom work full time jobs while also attending to their duties on Legends. We thank you for your patience while they attend to your support requests!
Help Is Just a Click Away!
Thank you for reading this Friday Feature on SWG: Legends Support. While this galaxy might seem massive, and the choices numerous, you're never truly without a lifeline. Help is always just a click away! We'll see you in the galaxy!
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