Tickets and Response Times

[Cyclone]

Hello everyone,

I'd like to take a moment to provide some clarity around how the ticket and bug report system works, and what you can expect when submitting one.

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1. Tickets are handled by senior staff and Community Support (CS) members.
   
   When you submit a ticket, it may be reviewed within minutes - or it might take several hours. This is just the initial review. In many cases, resolving an issue requires additional time for research, discussion, or a combination of both.
   
   At present, most tickets are handled by Cyclone or Koorlbardi, though they are viewable and discussed by all active staff.
   
   Please remember: we are all volunteers. We dedicate our time because we care deeply about preserving and supporting this community. Like you, we have families, jobs, and real-world responsibilities. While we strive to address tickets promptly, we cannot offer the 24/7 response times of a commercial support team.
   
   Please avoid submitting tickets for the following:
   
   • Name changes
     • These are only granted in exceptional cases, or when naming rules have been broken.
   • False or frivolous reports
     • Only report harassment, bugs, or exploits if you are confident they are legitimate issues.
   • Server crashes resulting in XP, credit and/or item loss
     • Crashes can occur, and everyone is affected equally. The server saves data approximately every 5 minutes to minimize loss.
   • Jedi-related PvP complaints
     • Playing as a Jedi comes with risk. This era of Star Wars lore involves Jedi being hunted. If something seems like a bug, report it, but do not expect XP or FRS to be restored without solid evidence and confirmation from our logs or testing.
   • Jedi unlock concerns
     • Unlocks do not "bug out." The system works reliably. If you haven’t unlocked, it simply means you haven’t met all the criteria. We do not provide hints or feedback on unlock progress.
2. Please do not message staff directly unless instructed to do so.
   All issues should be handled via the ticket system. If you message staff members directly, they will most likely just direct you back to the ticket system - so it’s best to start there.
   
   
3. Do not message developers unless instructed by a CSR.
   Developers are focused on building content and fixing bugs. If they want to chat or clarify something, they’ll reach out to you. Help us keep development flowing by giving them the space to work in the time they have to spend on Awakening related matters.

We’re not trying to come across as harsh - quite the opposite. We truly enjoy engaging with our players, and that’s why we do what we do. While we don’t claim to offer corporate-level service, we handle most issues effectively and with care. If something takes time, we appreciate your patience and understanding.

When submitting a ticket, please include detailed information and provide screenshots or recordings wherever possible. The more complete your report, the easier it is for us to help you.

As for admin mail: response times are typically slower than through the ticket system. If you need to reach the administration team directly, you can use the admin email.
We are currently not accepting admin emails. Please use the ticket system or contact the admin team through official channels.

Lastly, you can save yourself - and us - a great deal of time by checking the forums and our Discord server regularly for updates and announcements.

Thanks for being part of our community,
- The Awakening Staff Team