Changes to the In-Game Petition System

As part of our ongoing effort to provide the best customer service experience possible, we've developed a new way to address petitions when players are not available for contact. Now, should a Game Master reach your petition while you are offline or away from your keyboard, you will receive what we call an “in-game response” and your petition will remain open, allowing you the opportunity to quickly notify our in-game staff should you require further assistance.


What does an in-game response look like?

If you have received an in-game response, a special notification icon will appear in the upper right-hand corner of your screen, just to the left of the standard mini-map and above where your character’s buffs typically stack. This notification icon will replace the “You have an open ticket” icon and instead say “You have received a ticket response. Click here to read it.” To access your in-game response, click on the notification icon as instructed and a new window will appear in the center of your screen.

This new window will greatly resemble the interface used for petition submissions and will consist of two parts: the Issue window, which will list your original petition text, and the Game Master (GM) Response window, which will include any answers, questions, or information your Game Master may have for you. To fully read through your petition and in-game response, simply use the scrolling bars found on the right-hand side of each window.


What happens next?

Once you have finished reviewing your in-game response, you will have the option to request additional assistance, close your petition, or simply save your in-game response to read at a later time. The options are marked by three buttons at the bottom of the window: “Need More Help,” “Message Read,” and “Cancel."

Need More Help

If your in-game response did not fully address your petition issue, you’re welcome to request additional assistance. To do so, click on the “Need More Help” button. As proceeding with this option will remove your ability to read your current in-game response, a confirmation message will appear. If you click “Yes,” a new “Describe Your Follow-Up Issue” window will appear; if you click “No,” you will be brought back to the in-game response screen.

Requesting additional assistance will effectively open a new petition on your character, so you’ll note that the “Describe Your Follow-Up Issue” window will look and function just like the normal petition interface. To complete your request for additional assistance, please carefully explain any further concerns you may have related to your original petition issue and click “Submit."

If you have a new issue you wish to discuss that is not related to your original petition issue, please close out your current petition and submit a new one so that we may assist you appropriately. Instructions regarding how to close out a petition which has received an in-game response may be found below.


Message Read

If your in-game response fully addressed your petition issue and you’ve no further questions for our in-game staff, you’ve the option to close out your petition. To do so, click on the “Message Read” button. As proceeding with this option will remove your ability to read your current in-game response, a confirmation message will appear. If you click “Yes,” your petition will be closed and you will no longer be able to review your in-game response; if you click “No,” you will be brought back to the in-game response screen.

If your petition has been escalated, please select this option once you have reviewed your in-game response. Do not select “Need More Help,” as this will unfortunately remove your petition from our escalation queue.



Cancel

If you wish to view your in-game response at a later time, you can simply exit out of the in-game response window. To do so, click on the “Cancel” or the “X” button. This will close out the in-game response window and restore the “You have received a ticket response” notification icon. You may access your in-game response at any time by clicking on this icon.

Please note that you will be unable to open a new petition so long as your character already has one open. Unread in-game responses are considered to be an “open” petition, so please try to review your in-game response as soon as possible and select either the “Need More Help” or “Message Read” options.

How will this new system be affected by AddOns?

AddOns may indeed interfere with the normal functionality of the offline petition system interface. Likewise, the system’s interface and may not respond to all AddOn prompts or commands. This depends solely on the AddOn and its design.

If you are unable to view the “You have received a ticket response” notification icon or interact with your in-game response, we highly recommend that you reset your User Interface (UI) and ensure that all active AddOns are up-to-date. For more information regarding the reset UI process, please see the following article: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20377




With this new method of addressing offline petitions, we hope to ensure that every petition you submit is dealt with swiftly, completely, and in a manner that’s most convenient for you. :)

Q u o t e:
Will this new system have an effect on those that use "Report an Issue" to open a petition, those that don't wish to be contacted?

I'm guessing no, but it doesn't hurt to ask. :)

Yes and no. Players who select "Report an Issue" will still receive an in-game response. Most times, this response will simply be thanking you for your report. There may be situations, though, where additional information is necessary, and we will use this in-game response system to request it from you.

So, keep an eye out for an in-game response. We will not contact you in-game through any other means if you've selected "Report an Issue" and these responses are easily dismissed if you do not wish to read them. :)

Thank for your the feedback, Paige. If you have a few spare moments, can you share your suggestion on the Suggestions Forum?

The in-game response will only be available on the character which submitted the corresponding petition; however, you needn't be logged into that character for a Game Master to provide one for you. :)

It was a sticky for about a month, actually. :)

It's now in the "Helpful Blue Post" sticky, under the section "Previous Sticky Posts" (http://forums.worldofwarcraft.com/thread.html?topicId=9679803345&sid=1&pageNo=1#6).

And! It's a support article: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=29665