As some of you might have noticed recently, we have made some updates to support.turbine.com in an effort to try and make it more user-friendly and easier to fill out. If you have any feedback about the new site, definitely post on this thread and I will make sure to pass it to the right people.
One of the changes I'd like to highlight that we made on the Account side is that there are less auto-responses where you need to respond back to receive further assistance. We don't want to place any unnecessary roadblocks in front of you getting to our support agents, and by reducing these we hope to be able to provide you with higher quality and more consistent support. In some cases you may receive an email with some helpful tips on how you might be able to solve the issue you are experiencing. Please read it and respond back and let us know if it helped you fix your issue, but either way an agent will be in touch with you unless the email says specifically that you must respond.
Because of the helpful hints you receive when you fill out the ticket support form, I strongly encourage you to make sure you are selecting the best question types for your issue. This will help to ensure that the email you receive is relevant to the issue you're experiencing. Don't worry about getting it exact, our agents will be happy to help you no matter what!
When you receive your survey email, please be sure to let us know if you enjoyed your interaction with Customer Service and if there's anything we can do to improve it for you in the future.
Thanks, and I'll see you in the Forgotten Realms!