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Admin settings

Configure agent permissions, inquiry distribution methods, and inquiry categories required for customer support center operations.

➡️ Console path: Customer Support > Inquiry > Admin Settings

User Info

New Service Rep. Registration

Register a customer service representative who may respond to user requests and set permissions.

Location
Admin Settings > Inquiry Management Settings Tab > Language Tab > User Info Tab

Before New Registration

  1. To register as a new administrator or agent, the user must have company console permissions and project permissions. If the account cannot be found, check whether the permissions have been granted first.
  2. The customer support center provides 5 administrator and agent accounts. Additional charges apply if this limit is exceeded. Deactivated agents are not counted toward the account limit.

  1. Click the New Registration button, then search for users in the 1:1 Inquiry Permission Registration pop-up.
  2. Double-click the name from the search results to select the user, then save.
  3. Newly registered users are added to the Deactivated Agents list.
  4. Select a user from the Deactivated Agents list and grant administrator or agent permissions to move them to the user list in the User Info tab.

Service Rep. Permission Settings and Revocation

As seen below, you can grant or withdraw permissions to users registered on the User Information tab.

Select Permission

  • Administrator: Can manage agent permissions for the language tab and distribute inquiries.
  • Agent: Can view assigned inquiries and register replies.
  • Disable Permission: Revokes administrator or agent permissions. Users with revoked permissions can be found in the Deactivated Agents list.

Before Disabling Permission
Users with inquiry distribution set to ON cannot have their permissions revoked.
To disable permissions, first set the inquiry distribution status to OFF.

Inquiry Distribution Target

  • Set whether the agent is included as an inquiry distribution target.
  • Agents set to ON are included as inquiry distribution targets.
  • Agents set to OFF are excluded from inquiry distribution targets.
  • However, if the 'Distribute by game' method is used, inquiries will be distributed to agents set to OFF as well.

Service Rep. Level Settings

The level settings tab allows you to configure inquiry access rights for each language based on the agent's level.

Location
Admin Settings > Level Settings Tab

Level Access Range
Level 1 Can view and reply to inquiries in all language tabs. Primarily assigned to administrators.
Level 2 Can view and reply to inquiries only in the language tab assigned as an agent.
Level 3 Can access inquiries in all language tabs, but cannot view inquiry replies.

How to Change Levels

  1. Select an agent, then choose the level to change from the level selection box.
  2. Click the Level button in the agent information, then select the level to change in the pop-up.

Inquiry Distribution

Set the method of dissemination for inquiries received via 1:1 inquiry or email.

Location
Admin Settings > Inquiry Management Settings Tab > Language Tab > Inquiry Distribution Tab

1:1 Inquiry Distribution

You can set up automatic inquiry distribution in the following ways. Inquiries are transmitted to agents whose status is set to ON, with the exception of game distribution.

Distribution Method Description
Disabled The administrator manually distributes inquiries without automatic distribution.
Equal Distribution Inquiries are assigned first to the agent with the fewest inquiries in progress.
Random Distribution Inquiries are randomly assigned to agents in the inquiry distribution target.
Sequential Distribution Inquiries are distributed sequentially so that the number of assigned inquiries is equal for all agents.
Distribute by Game Inquiries are distributed to agents assigned by game. Inquiries registered as other are distributed equally.

Email Inquiry Distribution

Distribute email inquiries to agents based on language or receiving email address.
Manage the scope of email inquiry processing by assigning agents per operating language or email account.

Category

Configure the inquiry types by game to be displayed on the customer support inquiry page.

Location
Admin Settings > Inquiry Management Settings Tab > Language Tab > Category Tab

If you are setting up the customer support center for the first time, proceed in the following order.

  1. In Add Game, add the games to be displayed on the inquiry page.
  2. In Add Category, configure the categories, input fields, attachments, and visibility settings for game inquiries.
  3. In Category Settings, configure the categories to display per game.

Add Game

Add games to be displayed on the customer support inquiry page.

  1. Select the game to display from the All Games List on the left.
  2. Move the selected game to the Selected Games List on the right.
  3. If necessary, select a game from the Selected Games List and click the Edit button to change the game name displayed on the customer support website.
  4. Click the Save button.

Add Category

Add categories to be used for game inquiries.

Once a category is added, it cannot be changed or removed. Please verify the category name before registering.

1. Category Settings

  • Configure the category to be exposed as the inquiry type on the contact page.
  • Put it in tab 1 and click the add button to add a new one.

2. Input Field Settings

  • Configure input fields to be displayed in the content area of the customer support inquiry page.
  • Up to 10 input fields can be configured per category.
  • Each input field can have a title and guide text.
    If guide text is entered, it will be displayed as instructional text above the input field.
  • For fields that users must fill in, set Required to ON.
    Required fields are marked on the inquiry page, and an input guide is displayed if left blank.
  • If there are 2 or more input fields, the display order can be changed.

3. Attachment file Settings

  • Set ON and add guidance language if attachments to the inquiry are required.
  • You can set required attachments in the same way that you can set input items.

4. Public Settings

  • Set whether or not to expose in the category list when configuring * categories for each game (category setting menu).
  • This, however, will not affect categories that have already been designated as game categories.
Google Account Deletion Requirements

According to Google's account deletion requirements, if users can create an account within an app, they must also be able to request deletion of their app account and related data. Both an in-app path and a web link must be provided.

If using the customer support center as the web link, configure the following:

  1. Add a web link to the customer support center where users can submit account and data deletion requests.
  2. Create a category for membership withdrawal or account deletion requests.
  3. Register instructional text for account and data deletion requests in that category.

Write the instructional text in accordance with your company's account deletion and privacy policy. If needed, refer to the example below.

    * Deleting your account will delete all associated data.
    * Even after deleting your account, charges will still apply for auto-renewal subscriptions, so please cancel them directly.
    * Deletion of some game data may take up to 90 days.

    Please enter detailed inquiry content.

Category Settings

1. Select Games

  • The 'Add Game' tab displays a list of enabled games.
  • When you initially create a category, a 'Set classification' pop-up will appear.
  • If you select a game, you can assign it to the same category as the preceding game.
  • Click the 'Default Settings' button without selecting a game to set a default category.

2. Add Category

  • The category list in the 'Add Category' tab can be configured in a tree-like form with up to three levels of depth.

3. Open to Console

  • To utilize it as a game category, toggle it to ON.
  • Categories cannot be erased once they have been created, therefore please disable any unnecessary categories.

4. Open to Users

  • Set whether to display the category to users on the customer support 1:1 inquiry page.
  • When set to OFF, the category is removed from the inquiry type list.

Inquiry Submission Restriction

If the user visibility of a 1st-depth game category is set to OFF, all subcategories of that game will not be displayed, preventing users from submitting inquiries for that game.

5. Identifier Code

  • You can specify a code number for frequently used categories and use it to search for the category.
  • The code can only contain letters and digits and has a maximum length of 5 characters. It is not case-sensitive.
  • The code cannot be changed once it has been entered.

6. Download Category

  • You can download the selected game category in Excel.

Register Issue

Register this as a problem to be resolved when the agent responds to your inquiry. Registered issues can be utilized in the Inquiry > Inquiry List condition filter.

Location
Admin Settings > Inquiry Management Settings Tab > Language Tab > Register Issue Tab