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About project
The ticket system is a comprehensive tool dedicated to players, designed specifically to address their needs. This unique project was created to enable a quick response to issues reported by players, verify game errors, and consider appeals regarding restrictions. Additionally, a testing feature has been introduced, allowing players to access additional in-game features that require confirmation of their knowledge. This project was created to facilitate the work of administration and streamline the process of problem reporting by players.Technologies
Seamless ticket workflowFrom category selection, through problem description, to a live chat with administration – the entire reporting process takes just a few steps without unnecessary formalities.
Real-time communicationA built-in live chat with multimedia support enables instant contact between the player and the support team, eliminating delays in issue resolution.
Advanced admin toolsPre-made responses, priority changes, department assignments, internal notes – the administration has a full set of tools for efficient ticket handling.
Verification test systemA unique feature allowing players to unlock additional in-game functions by passing a knowledge test, with the option to correct only incorrect answers.
Reduced admin workloadAutomatic ticket assignment to departments, ready-made response templates and clear categorization significantly reduce the handling time for each ticket.
Loading video...Ticket CreationUsers can easily report issues using an intuitive form. After selecting the category of the report, it is assigned to the appropriate department. Then, after briefly describing their issue, the user is moved to a live chat, enabling quick assistance.
Loading video...Live ChatAn interactive live chat enables immediate communication between users and the support team. Additionally, the system supports multimedia such as videos and images, facilitating a better understanding of the reported issue.
Loading video...Ticket ManagementThe system provides a range of tools for effective ticket management. Administrators can send pre-made responses, saving time. Additionally, there is the ability to change the ticket status, assign it to the appropriate department or administrator, change the priority, and add users to the chat. Administrative notes facilitate coordination of actions.
Loading video...TestsTests are an additional feature created at the client's request. Players who want to access additional features in the game must complete a test. The administration receives a convenient interface for marking correct and incorrect answers, allowing the user to correct only the incorrect answers and retake the test.
Real-time chat with multimedia supportOne of the key challenges was building a chat that would work in real time while simultaneously supporting multimedia file uploads – photos and videos. The solution had to be stable with many concurrent conversations and ensure instant message delivery without visible delays.
Intelligent ticket assignmentThe system had to automatically route tickets to the appropriate departments based on the selected category, while also allowing manual transfer of tickets between administrators. The challenge was designing a flow that would be flexible for administration yet simple and clear for the player reporting the issue.
Efficient handling of high ticket volumeWith a large player community, the administration received many tickets simultaneously. It was crucial to create tools that would maximize work speed – ready-made response templates, quick status and priority changes, administrative notes visible only to the support team, and the ability to add additional people to the conversation when an issue required consultation.
Flexible test systemThe test system had to support various question types and allow administration to easily create and evaluate tests. An additional challenge was designing the retry mechanism – the player does not have to repeat the entire test, only correct the wrong answers, which significantly improves the user experience and reduces frustration.
- significant reduction in response time to player reports thanks to automatic assignment and ready-made response templates
- improved communication between players and administration through live chat with multimedia support
- reduced admin workload thanks to bulk ticket handling tools and clear categorization
- positive reception of the test system by players – the ability to correct only wrong answers eliminates frustration and encourages retries