Customer Support¶
This service allows you to review and manage inquiries submitted by game users through the in-game or web customer support center. It provides various features including FAQ and consultation statistics, and supports 16 languages.
If you are setting up the customer support center for the first time, start with Getting Started.
Getting Started¶
Guides for setting up the customer support operating environment.
- Basic Settings — Enter the required information before using the customer support center. This must be completed before use.
- Admin Settings — Administrators configure the operating environment, including agents, categories, and other operational settings.
- Register New Email Account — Guide to registering a new email account for customer support mail features.
Inquiry¶
Before Using the Web Customer Support Center
To receive inquiries through the web customer support center or reply via email, email account registration is required first.
Go to Email Account Settings
Guides for viewing inquiries, registering response templates, and managing FAQs.
- Inquiry List — The main page where agents review and process submitted inquiries. You can view all inquiries by assigned language and inquiries assigned to you.
- Response Templates — Register templates, greetings, and footers for inquiry replies.
- FAQ Management — Register frequently asked questions and answers. Registered FAQs are displayed on the FAQ page of the in-game and web customer support center.
Inquiry Analysis¶
Review analysis metrics for inquiries processed through the customer support center. Check inquiry status by period and statistics by category.
Service Rating¶
Configure satisfaction surveys for in-game inquiry consultations and review the results.
Manage Refunds¶
Manage refund CS cases including registration, inquiry, processing status, and refund user repayment exclusion settings.
Email¶
Email Account Registration Required
To use the web customer support center or customer support email features such as email reply notifications, please register at least one email account and set it as the representative email.
Manage email addresses for CS processing.
- Email List — View received, sent, and spam email for registered email accounts.
- Send Support Email — Compose and send CS email directly to customers.
- Email Account Management — Manage email accounts linked to the customer support center. User permission settings are required to access email.
- Spam Email Settings — Register unwanted emails as spam to prevent them from being received.
VIP Management¶
Set users requiring urgent response as VIP. VIP users are marked with a VIP grade in the inquiry list.