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== Answering /support==
===General guidelines===
It is essential to always use '''/supportanswer''' in response to a /support query.
* /supportanswer is logged to IRC and player history, the /msg is not
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Do make use of the standard $ supportanswer responses, a list of which can be obtained with ''/gmhelp support''.
If writing your own
It's a good idea to familiarise yourself with the FAQ so that you can answer questions fast with it (and do look up the $faq shortcuts), and be consistent with game policy.
===Communication between admin===
===Bugs reported through support===
Bug reports are very helpful, and are roughly divided into three types. Suggested replies are given below. Politeness is emphasised because we really need players to feel willing to make bug reports.
:* not a bug, just a feature
::''Hi, what you have discovered is a feature of XXX and not a bug. But thank you for your time in reporting it anyway, as if it was a bug we'd need to know!''
:* a known bug which is already reported
:: ''/supportanswer $knownbug'' is ideal for this
:* something which sounds like a bug and probably isn't reported, so we would like a report
:: ''/supportanswer $bugstracker'' is ideal for this
In case a player just says 'help' or 'hello' or 'anyone here' then you can either:▼
:* Say ''Hi, please could you tell us specifically what you need help with? Thanks'' Or▼
:* ignore it▼
===Password resets===
If someone asks for a password reset then it can be done only if they originally signed up with a valid email address to a mailbox that they can access. So,
:1. For example, reply: ''Hi, your password can be reset if you signed up with a valid email address originally. Please wait for an email.''.
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:3. When the support message is received, any admin needs to please comment on the tracker item that was created. The server admin who sent the email will confirm that the created account name matched what was in the email (YYY). This acts as the check that the email was read, i.e. the person requesting the pw change is the one who owns the account. They will then change the password and close the request.
===Misc cases ===
▲In case a player just says 'help' or 'hello' or 'anyone here' then you can either:
▲'''Communication is very important between admin'''. Please make sure you join the IRC channel when you are in the game in a support capacity. If you start to answer support questions and have not joined the IRC channel already, please join asap. For example, if you deal with a support question in person because you are there already then please send a quick message to /support so that the other admin know that they don't have to deal with it. Likewise if there is an issue which needs a decision from other admin, you need to tell the other admin about the issue. Preferably tell them before the issue is raised again so there is time for discussion. Finally if something needs extra attention and noone else is around to respond, please create a new [https://sourceforge.net/tracker/?func=add&group_id=1111&atid=201111 Support Request].
▲:* Say ''Hi, please could you tell us specifically what you need help with? Thanks'' Or
▲:* ignore it
== Hacked account ==
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