Archived Helpop Handling.

[Chris Knight]

I recently filed a helpop about someone claiming too close to Serenum (and Havenreach). I supplied coordinates, world, and name of the faction. When I logged on, it said it was completed with the comment "Offline". I looked on the dynmap, and the faction wasn't there anymore, however, I have noticed alot of people saying that helpops have been completed with nothing but the comment "Offline". In my opinion, they should give a more in depth comment, and if there is not enough information to complete the request without the player online, do not just mark it as complete.

So my point is, if the helpop hasnt been completed, do not mark it as complete. and when you do complete a helpop, add a real comment, such as "Thank you for bringing this to our attention. It has been handled to the best of our ability".

 

[Imboring56]

And maybe put the name of the moderator that handled it. So that you can talk to them for more help.

 

[yendor46]

I have had some helpops answered very promptly. It is difficult, however, because not everyone can stay online the 6 hours it sometimes takes to have a helpop answered, or get autokicked due to the problem they are reporting in the helpop. If this results in the helpop being closed with the comment "offline," this results in the player having to continually refile the helpop every time they log in, which wastes both the mods and players time. There are some types of helpops that could be better handled in the forums, such as bugs. It would have been very helpful when I was a new player to get an automated response saying the helpop was received and giving me directions as to how follow up should proceed. This should include not posting follow-ups to helpop, which I didn't know the first time I used helpop, and maybe some information on which kinds of problems might be better handled through the forums.

Hopefully some other people can chime in with more suggestions that can make the helpop system more productive.

 

[igel_son]

Easy answer. The system gets full, 50 helpops from People offline, better Clean it up and start fresh with the online People. Still need help? Write à new one when u get online.

 

[TaxConsumption]

I sent a few helpops about 30 minutes before I went to eat lunch, and came back while they were being completed, as "offline". Stopped the moderator and asked them what they were doing, and they were "looking into it". I have sent multiple helpops NUMEROUS times and not gotten even an "offline" answer. I think mine automatically get deleted. :s

 

[Tahmas]

I sent a few helpops about 30 minutes before I went to eat lunch, and came back while they were being completed, as "offline". Stopped the moderator and asked them what they were doing, and they were "looking into it". I have sent multiple helpops NUMEROUS times and not gotten even an "offline" answer. I think mine automatically get deleted. :s

Click to shrink...

We DO have a cancellation system. Not sure how it works >.>

 

[Jomdorr]

I also have a land claim issue that has not been sorted i know that feel -_- people just dont care anymore, the 16 chunk rule might as well just not apply .... of all the helpops that are made, in all fairness its not a high priority and ts a high effort job asking a faction who has set up too close to move, if i were a mod i would avoid it too ...

 

[Chris Knight]

Easy answer. The system gets full, 50 helpops from People offline, better Clean it up and start fresh with the online People. Still need help? Write à new one when u get online.

Click to shrink...

I realize Cay is very busy coding, but when he has the time, maybe have the option to filter online/offline, or an option that a mod can flag a helpop as requires online player, and will only be displayed when he is online.[DOUBLEPOST=1356836049][/DOUBLEPOST]

I also have a land claim issue that has not been sorted i know that feel -_- people just dont care anymore, the 16 chunk rule might as well just not apply .... of all the helpops that are made, in all fairness its not a high priority and ts a high effort job asking a faction who has set up too close to move, if i were a mod i would avoid it too ...

Click to shrink...

Those are the easy ones, Just give coordinates of your closest claim, coordinates of their closest claim, the world name, and the faction names involved.

on a side note, it would be nice if you could add info to your helpop so you are not limited to one chat message.

 

[TaxConsumption]

I've got chest issues, land claim issues, grief issues, and all sorts of crap.. I can't even helpop anymore. -_-

 

[rotaripsnoc]

The helpop mod must use some sort of a database system, even if it's a flat file or text file.

I would gladly build a web interface that ties into the system, and allows for web based moderation. It would allow for greater detail to be included, as well as tie the system to the "who's online function" so they could be sorted by order submitted as well as Online or not.

It would also allow members read-only access once submitted so they can see what number in queue they are, or read details as to why it was removed, or any trailing comments.

Along with that, it could archive messages, to help with trending data ( if this does not exist in essentials, or whatever mod /helpop feeds to )

/rant on
I offer, because I've had 10 or so helpop sit in queue for 8 + hours ( as I type this, I realize I spend too much time here ) and then be resolved with "offline" when I return, which really makes me want to /helpop you're offline, just letting you know.
/rant off

 

[Satorgen]

While looking into the possibility for the staff to have an on/off duty option to toggle themselves, I can already see how it's going to play out. If staff want to play the game instead of doing helpops or answering the countless "whisper-ops" we all get during a day, then we're still gonna get this constant whining about us not doing the helpops the very second they come in.

Quite often I see a helpop filed by a player and I'm busy so I don't pick it up right away. 2 minutes later, however, I get a whisper from the same player asking me for help and how they have submitted a helpop and they want help right now.

As MonMarty has stated in another thread in this section of the forums, we are understaffed. We will get around to your helpops whne we have time, but be aware that most of the staff still want to play the game and not "work" all the time while they're online. We don't get paid to do this, we get no benefits what so ever, so respect the fact that we're all acctually doing this because we DO want to help you, yet when we get constant messaging about how peoples helpops are not being looked at or cleared out when people go offline it really doesn't do wonders for our motivation.

 

[MonMarty]

Personally, while I would love every helpop to receive the attention and work it should , it's not realistically feasible to do that with 1100+ helpop's every week with less then 6 active helpoppers (people who usually solve helpops).

The only thing we can ask you is to have patience, be persistent and possibly submit your helpop when you know someone is taking care of them. We have recently taken to closing helpops from offline people regardless of wether they contain all info required to solve it, simply because reading all the offline helpops takes alot of time away from anwsering the online ones. In many cases of too close claiming we also like to call the reporting party to the scene to talk it out with them as well.