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How to create a support ticket?

support ticket

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#1 MehmedovicH

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Posted 09 September 2022 - 06:26 PM

Oon7Py6.png

 

Hello heroes, 

in this post we will explain to you how to use our support ticket center.

 

What's a support ticket?

 

  • The term “support ticket” describes the interaction between a player and a hero zero team member.
  • With a support ticket, you can contact us team to help you with some problem in the game, as well as report a player or team that violates the rules of Hero Zero games, you can also report a bug in the game.

 

Where can you find the support ticket page?

 

  1. You can find the support ticket page by clicking on the qQ9qVC6.png at the top of the Hero Zero Forum, or use this link directly: http://support.herozerogame.com/

 

Spoiler

As you can see in the picture, the blue "Support" button is located at the right section of these tabs.

 

 

 

   2. The support button V4KJEHl.png  can also be found in the game on the login page.

 

Spoiler

The button is located in the right lower corner.

 

 

 

When you click V4KJEHl.png, a support ticket page will open.

 

 

    3. If you are already logged into your account you can visit our support ticket panel by clicking on this icon tW9M7EA.png. It is located on the lower right corner.

 

Spoiler

The button is located in the right lower corner.

 

After that, one box with a sheet will open, then click on cPqI8uV.png

 

( After that you will open a support ticket page. )


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#2 MehmedovicH

MehmedovicH

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Posted 09 September 2022 - 06:27 PM

Support ticket home page explanation!

 

Spoiler

( Support page looks like this )

 

 

 

** Language button **

 

** In the upper-right corner you can see the language button **

 

upFWKsO.png

 

Please do not change language, it's auto generated by your server language.

If you think your language is wrong then set the language to the language of the server you are playing on.

 

 

 

** Navigation buttons **

 

ztd8bd5.png

 

Navigation buttons explanation:

 

hMA3dKN.png The home button returns you to the starting page of the Support Center!

TKbjfVv.png  - The new ticket button serves to create a new ticket and thus contact the Support team.

UB9zFFs.png  - Ticket status button serves to check archives and history of all your support requests complete with responses.

A3eDIlc.png- Forum button returns you to our forum.

 

 

ciimrNQ.pngIs same as TKbjfVv.png

 

wNQwtIo.png - Is same as UB9zFFs.png


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#3 MehmedovicH

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Posted 09 September 2022 - 06:27 PM

Support new ticket page explanation!

Spoiler

 

 

** Input fields **

 

 

 

Forx7Un.png

 

  • Server - in this field, you need to select the server on which your account was created!

 

 

71ehJEL.png

  • Name - in this field you need to type the name of your account.

 

 

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  • Email - in this field you need to type the email address that the account is currently using!

 

 

fEsQfYE.png

  • Help Topic - in this field, select the reason you need our team's support. If the reason isn't listed, please select "My question isn't listed here"!

 

 

 

CvMW0K4.png

  • Subject - In this field, describe the problem briefly!

 

 

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  • Message - In this field, write you a problem more specifically, the better you explain, the better chance we'll help you faster!

 

 

91osdb9.png

  • Attachment - If you have a picture to help us resolve your request as soon as possible, click on kdk13p1.png and a window will open for you where you will choose a picture from your device.

 

 

 

9AXrN6F.png

  • Permission for login - to solve your problem, we may need consent to log into your account in case of a problem like a bug. ( This permission will only be used for solving the reported issue. The assigned permission will be invalid as soon as the ticket is closed.)

 

 

MYMv9um.png

  • I'm not a robot - Please confirm that you are not a robot by clicking on "I'm not a robot"!

 

 

CBegmEZ.png

 

  • Submit Ticket - Clicking "Submit Ticket" button you will send a ticket to our team!

 

 

ELGvQnb.png

  • Reset - Clicking "Reset" button you will reset all fields! 

​          Remember: you must re-enter all the data! )

 

 

 

zfs1bIw.png

  • Cancel - Clicking "Cancel" button you're going to cancel sending a ticket to our team!

 

 

 

 

*** Remember: To help you, please enter all the information you are looking for correctly!  Otherwise, your request could take a while! ***


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#4 MehmedovicH

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Posted 09 September 2022 - 06:28 PM

Support ticket status page explanation!

Spoiler

 

 

** Input fields **

 

 

 

3T8jZbE.png

  • E-Mail - in this field you need to type the email address that you used when you created the ticket!

 

 

YeYHCDi.png

  • Ticket ID - in this field, you must enter the ID you received when you created the ticket! You can find it at the automated email sent when you first open your ticket.

 

 

u5kqyMV.png

  • View Status - By clicking "View Status" button you will get all the information related to you ticket with this ID !

 

 

Thank you for creating your ticket!  Winking.png

Best regards,
your Hero Zero Team.


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