Ticket: Difference between revisions

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m (internal links)
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*To create a ticket, you need to go to http://util.xat.com/support/open.php.  
*To create a ticket, you need to go to <tvar|link1>http://util.xat.com/support/open.php</>.  


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*If you are not a paid user you may go to http://xat.com/support and register on the forum and post in the general support section.
*If you are not a paid user you may go to <tvar|link2>http://xat.com/support</> and register on the forum and post in the general support section.


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<!--T:5-->
*In the next form, you type your xat.com password for that corresponding username. Under "Help Topic" you need to choose a topic from the dropdown menu (see '''example 1''').
*In the next form, you type your xat.com password for that corresponding username. Under "Help Topic" you need to choose a topic from the dropdown menu (see '''example 1''').
 
</translate>
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[[Image:HelpTopic.png|275px|thumb|left|(example 1) Choose a topic for your issue.]]
[[Image:HelpTopic.png|275px|thumb|left|<translate>(example 1) Choose a topic for your issue.</translate>]]
 
<translate>
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Once this is done, you need to type a subject for the ticket (ex: I am locked out of my account) this topic needs to be at least 5 words.
Once this is done, you need to type a subject for the ticket (ex: I am locked out of my account) this topic needs to be at least 5 words.
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Here is a table showing detail of help topics and whether you need to be a paid user to open a ticket under them:
Here is a table showing detail of help topics and whether you need to be a paid user to open a ticket under them:
 
</translate>
{| class="wikitable"
{| class="wikitable" style="text-align:center"
|style="width:120px"|<center>'''Help topic:'''</center>
! style="width: 140px" | '''<translate>Help topic</translate>:'''
| <center>'''Description:'''</center>
! '''<translate>Description</translate>:'''
| <center>'''Paid User Requirement:'''</center>
! style="width: 120px" | '''<translate>Days required</translate>:'''
| <center>'''Logged in Requirement:'''</center>
! style="width: 120px" | '''<translate>Must be logged in</translate>:'''
|-
|-
| '''General'''
| '''<translate>General</translate>'''
| Submit General Support Questions here. If you are unsure about what section to use submit here. Tickets may be answered by volunteers.
| style="text-align:left" | <translate> Submit General Support Questions here. If you are unsure about what section to use submit here. Tickets may be answered by volunteers.</translate>
| <center>{{Yes}}</center>
| {{Yes}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Account Block'''
| '''<translate>Account Block</translate>'''
| If you receive system error 25/55 when trading/transferring or if your account is held for more than days or if your account has been deleted or if your xatspace/profile has been deleted.
| style="text-align:left" | <translate> If you receive system error 25/55 when trading/transferring or if your account is held for more than days or if your account has been deleted or if your xatspace/profile has been deleted. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{No}}</center>
| {{No}}
|-
|-
| '''Account Hold'''
| '''<translate>Account Hold</translate>'''
| If your account is held less than 7 days.
| style="text-align:left" | <translate> If your account is held less than 7 days. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Chat Block'''
| '''<translate>Chat Block</translate>'''
| If your chat has been blocked from promotion, or has all of its content removed.
| style="text-align:left" | <translate> If your chat has been blocked from promotion, or has all of its content removed. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Domain Unblock'''
| '''<translate>Domain Unblock</translate>'''
| If you need a domain unblocked via linkvalidator, or below your chat.
| style="text-align:left" | <translate> If you need a domain unblocked via linkvalidator, or below your chat. </translate>
| <center>{{Yes}}</center>
| {{Yes}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Email Change'''
| '''<translate>Email Change</translate>'''
| If you need an email change on an account that you can log into.
| style="text-align:left" | <translate> If you need an email change on an account that you can log into. </translate>
| <center>{{Yes}}</center>
| {{Yes}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Location Update'''
| '''<translate>Location Update</translate>'''
| If you need a location update to use account locking.
| style="text-align:left" | <translate> If you need a location update to use account locking. </translate>
| <center>{{Yes}}</center>
| {{Yes}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Locked Out'''
| '''<translate>Locked Out</translate>'''
| If you have been locked out of your account.
| style="text-align:left" | <translate> If you have been locked out of your account. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{No}}</center>
| {{No}}
|-
|-
| '''Lost Access'''
| '''<translate>Lost Access</translate>'''
| If you lost access to your account by forgetting the email and password, or forgetting the password and losing access to the email.
| style="text-align:left" | <translate> If you lost access to your account by forgetting the email and password, or forgetting the password and losing access to the email. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Lost Auth'''
| '''<translate>Lost Auth</translate>'''
| If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account.
| style="text-align:left" | <translate> If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{No}}</center>
| {{No}}
|-
|-
| '''Payment Problems'''
| '''<translate>Payment Problems</translate>'''
| Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems, Account Held. You need to be Verified to submit payment problems. If you have problems with Phone Verify make your next purchase with PayByCash or submit a ticket to ‘Verify Problems’. Tickets about other problems will not be answered, if you are unsure about what section to use submit to ‘Help’
| style="text-align:left" | <translate> Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems, Account Held. You need to be Verified to submit payment problems. If you have problems with Phone Verify make your next purchase with PayByCash or submit a ticket to ‘Verify Problems’. Tickets about other problems will not be answered, if you are unsure about what section to use submit to ‘Help’ </translate>
| <center>{{Yes}}</center>
| {{Yes}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Report Phishing Site'''
| '''<translate>Report Phishing Site</translate>'''
| Report a phishing site here.
| style="text-align:left" | <translate> Report a phishing site here. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Report Scam'''
| '''<translate>Report Scam</translate>'''
| Report a scam here. Please include any evidence that you have in the ticket.
| style="text-align:left" | <translate> Report a scam here. Please include any evidence that you have in the ticket. </translate>
| <center>{{No}}</center>
| {{No}}
| <center>{{Yes}}</center>
| {{Yes}}
|-
|-
| '''Short Names'''
| '''<translate>Short Names</translate>'''
| If you need a short name transferred, or put back up for sale.
| style="text-align:left" | <translate> If you need a short name transferred, or put back up for sale. </translate>
| <center>{{Yes}}</center>
| {{Yes}}
| <center>{{Yes}}</center>
| {{Yes}}
|}
|}
 
<translate>
== Viewing a created ticket and responding == <!--T:10-->
== Viewing a created ticket and responding == <!--T:10-->


To view the ticket you've created, go to http://xat.com/ticket and then select "Check Status" (see '''example 2''')
To view the ticket you've created, go to <tvar|link3>http://xat.com/ticket</> and then select "Check Status" (see '''example 2''')
 
</translate>
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[[Image:TicketStatus.png|275px|thumb|left|(example 2) Check the status of submitted tickets.]]
[[Image:TicketStatus.png|275px|thumb|left|<translate>(example 2) Check the status of submitted tickets.</translate>]]


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[[Image:List.png|275px|thumb|right|(example 3) List of tickets.]]
[[Image:List.png|275px|thumb|right|<translate>(example 3) List of tickets.</translate>]]
 
<translate>
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Once done, it will show your xat username, you will see a message saying "Authentication Required" this means you need to enter your xat password.
Once done, it will show your xat username, you will see a message saying "Authentication Required" this means you need to enter your xat password.
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To see a list of the current ticket volunteers, see the [[Volunteers]] page.
To see a list of the current ticket volunteers, see the [[Volunteers]] page.
</translate>
</translate>

Revision as of 13:01, 25 June 2015

Creating a Ticket

Your xat ID will automatically be shown in "xat username" form. Please note you must be a PAID USER to open a ticket.

  • If you are not a paid user you may go to http://xat.com/support and register on the forum and post in the general support section.
  • In the next form, you type your xat.com password for that corresponding username. Under "Help Topic" you need to choose a topic from the dropdown menu (see example 1).
(example 1) Choose a topic for your issue.

Once this is done, you need to type a subject for the ticket (ex: I am locked out of my account) this topic needs to be at least 5 words.

The final step will be explaining the issue you are having, or what you need help with. Under "Message" you need to put a descriptive explanation of the problem you're having. For example: "I am locked out of my ID 12345678, please update my location". If you are locked out, include any details that will help to verify that you are the account holder. These details might include your old IP address, the account name and ID number, number of xats/days on your account, internet provider, previous location, etc.


Click open ticket, and wait for a response.



Help Topics Details

Here is a table showing detail of help topics and whether you need to be a paid user to open a ticket under them:

Help topic: Description: Days required: Must be logged in:
General Submit General Support Questions here. If you are unsure about what section to use submit here. Tickets may be answered by volunteers. Yes.png Yes.png
Account Block If you receive system error 25/55 when trading/transferring or if your account is held for more than days or if your account has been deleted or if your xatspace/profile has been deleted. No.png No.png
Account Hold If your account is held less than 7 days. No.png Yes.png
Chat Block If your chat has been blocked from promotion, or has all of its content removed. No.png Yes.png
Domain Unblock If you need a domain unblocked via linkvalidator, or below your chat. Yes.png Yes.png
Email Change If you need an email change on an account that you can log into. Yes.png Yes.png
Location Update If you need a location update to use account locking. Yes.png Yes.png
Locked Out If you have been locked out of your account. No.png No.png
Lost Access If you lost access to your account by forgetting the email and password, or forgetting the password and losing access to the email. No.png Yes.png
Lost Auth If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account. No.png No.png
Payment Problems Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems, Account Held. You need to be Verified to submit payment problems. If you have problems with Phone Verify make your next purchase with PayByCash or submit a ticket to ‘Verify Problems’. Tickets about other problems will not be answered, if you are unsure about what section to use submit to ‘Help’ Yes.png Yes.png
Report Phishing Site Report a phishing site here. No.png Yes.png
Report Scam Report a scam here. Please include any evidence that you have in the ticket. No.png Yes.png
Short Names If you need a short name transferred, or put back up for sale. Yes.png Yes.png

Viewing a created ticket and responding

To view the ticket you've created, go to http://xat.com/ticket and then select "Check Status" (see example 2)

File:TicketStatus.png
(example 2) Check the status of submitted tickets.
File:List.png
(example 3) List of tickets.

Once done, it will show your xat username, you will see a message saying "Authentication Required" this means you need to enter your xat password.

You will then see a list of tickets (see example 3):

Choose the ticket you want to check a response for, and the message you sent will be displayed, along with a possible response:

You can respond to that if you continue to have the issue you were having, or if you have another question. If the answer they provided fixes your issue, then you have completed the process.


Ticket Volunteers

To see a list of the current ticket volunteers, see the Volunteers page.