[Eval] Second Reply Procedure

Before we pick what macro should be used when a player contacts us again, we must first identify if the player is contacting us about the same case, or a similar case.

Same case - this means the player returned regarding the same case:

• A technical issue in a specific match
• A particular gift, prize, or event
• Being unhappy with our previous response (writing just to say “you closed my ticket” / “you didn’t help me” / “you didn’t give me my booster”)

Similar case - this means the player returned regarding the same issue, complaint, or question, but not the same case:

• The same technical issue, but in a different match (reopening the same ticket or opening a new ticket to complain the issue still occurs “my game is still lagging / “my opponent just played out of time again”)
• A gift or prize from the same source, but a different gift or prize
• Returning about things that happened before that continued to happen (“you’re still making me lose all my matches” / “I just bought stickers again and you didn’t give me anything new”)

Same Case

If the ticket reaches the EOD step, please refer to the End of Discussion (EOD) procedure.

When a player contacts us again regarding the same exact case, the most relevant Second Reply macro should be used. If a specific Second Reply macro does not exist for that issue, or the player would benefit from a freehanded explanation more than a macro, use a custom reply to address the matter that the player contacted us about.

If a player came back to thank us, we already used the Thank You General Reply macro, and the player reopened the conversation again to say something like "thanks" again or "you too," we can silently solve the ticket.

If the player opened multiple tickets about the same case (not a similar case), please answer the original/main ticket as usual, and solve the other tickets with the Close Ticket - Multiple Tickets About the Same Topic macro.

⚠️This macro will close the ticket, so please make sure that the ticket is only about the same exact case, not a similar case.

If the ticket reaches the EOD step, please refer to the End of Discussion (EOD) procedure.

❗The issues, questions, or complaints that the player had need to be fully addressed and explained to the player. If there are open questions we haven’t answered yet, or the player misunderstood, we have to follow up with the appropriate response. EOD should only be used when there is nothing else we can say to the user.❗

Similar Case

Steps to follow:

• Find the best macro to address the issue.
• The player has reported a similar issue, but this time in a different match.
  • First, check if it has been 7 days since we last sent them the main macro.
  • If more than 7 days have passed, go ahead and send the main macro again.
  • If it’s been less than 7 days, choose and send the most relevant “Repeated” macro for this issue.

If the player continues to open tickets about a similar case, we will loop one of the Repeated Complaints macros until we can send the main macro again. When doing so, please personalize the macro so it does not sound like we are 100% copy-pasting our responses.

If the player continues to open tickets about a Known Bug or Edge Case:

• If the Known Bug/Edge Case is comp if verified, use the same macro that our Support Daily Updates document instructs you to use, but change it a little bit, so it doesn’t sound too much like copy-paste.
• If the Known Bug/Edge Case is comp if eligible or no compensation, use one of the two Repeated Complaints macros.