New Customer Support tool

  • Travian-Kingdoms-t-c-forum.jpg


    Dear players,


    we will be switching the internal software for our Help Center. In the initial phase, our test game round started with the new software on Tuesday, Feb 5. Thanks to the players' feedback, we were able to test it live and can proceed with the roll out on live game rounds step-by-step.


    The new, upcoming game rounds COM1 and RU1 will already start with the new Help Center.


    ATTENTION:!:: This is a roll-out plan we highly believe in. If anything happens that we couldn't anticipate or have yet tested and that will prevent you from writing tickets, we might delay this plan. We will inform you about any changes in this thread as soon as possible.:!:

    1st phase live roll-out

    On Tuesday, Feb 12, at 2:00 pm CET, the following game rounds will get the new Help Center software:

    • DE1
    • COM4
    • RU2

    What does that mean for the players?


    We need your help in cleaning up the ticket queue in the old system. To do so, please stop sending us tickets from these three game rounds for at least 24 before the switch.


    Do not reopen any ticket.


    If you haven’t received an answer by Tuesday, Feb 12, 4:00 pm CET, please write a new ticket and explain your request in it.

    2nd phase live roll-out

    On Wednesday, Feb 20, at 2:00 pm CET, we will continue with all other live rounds, if they aren't already finished by then:

    • Arabia1, Arabia1n, Arabia2n
    • COM1x3, COM3, COM5, COM7
    • CZ1, CZ1n, CZ2n
    • DE1n, DE2n
    • ES1, ES3
    • FR1, FR1n, FR2n
    • HU1n
    • IT1, IT2n
    • NL2n
    • PL1, PL2n
    • PT1, PT3
    • RU1x3, RU3
    • TR1n, TR2n, TR3

    What does that mean for the players?


    We need your help in cleaning up the ticket queue in the old system. To do so, please stop sending us tickets from these three game rounds for at least 24 before the switch.


    Do not reopen any ticket.


    If you haven’t received an answer by Wednesday, February 20 4:00 pm CET, please write a new ticket and explain your request in it.


    All restarting game worlds will already be connected to the new system. That means there will be no transition phase and the only difference will be the layout of your ticket list.

    Why is this change necessary?

    There are 3 reasons for it:


    • We want to provide you the best customer experience <3 we can offer, and we can’t guarantee that with the outdated software we are currently using
    • We improved the layout and changed some texts to make it easier to use the Help Center, especially for mobile players :thumbup:
    • We want to offer you a new knowledge base :!:that we can easily keep up-to-date, and this is the first step to do so


    If you have any questions, feel free to ask us,


    Enjoy playing,


    Your Travian Kingdoms Team