New Improvements/Features: New Support System

September 17th, 2007 by SM Dev (ste)

SM have recently improved the new support system, and the new system which is in place is more efficient and easier to use for all involved. Every member of SM should now use the new system within the site to contact support instead of using the old email address of support@soccermanager.com.

Where do I find the new support system? The support facility is now intergrated into the main site, and members will not be required to email us direct from their personal email address. The new support system is located in the ‘Help’ section which is available on the top right of all pages within the site.

What is different with the new system compared to the old one? The old system required all members to contact SM direct for their own personal email address. With the new system intergrated within the site you do not even have to log out of the site to contact us. The new support system also contains several categories which we advise all members to read prior to contacting support.

What are the different categories within the new support system? There are five main categories within the new support system: “How To Play Guide”, “FAQ”, “Cheat FAQ”, “Write us a message via support”, and “Top 5 Questions”. Again we advise all members to read the various guides prior to contacting us via “Write us a message via support”.

Which category of the new support system do I use? It all depends what your query or problem is in relation to what section you need to use. If you are new to the game we suggest that you read the “How To Play Guide” or “FAQ”, if you are having problems with cheats within your setup we suggest you read the “Cheat FAQ” etc as the various sections should contain information in relation to what you are looking for. If you still can not find what you are looking for the we suggest you contact us via “Write us a message via support”.

How does the “Write us a message via support” work? If you still can not find what you are looking for within the various categories, you are welcome to contact us directly via “Write us a message via support”. You will then be taken to a new screen which will create a support ticket once the various fields of information have been complete. You will be asked to select a sub category in relation to your query, and also asked to submit a relevant title in relation to the query.

Once you have selected a sub category in relation to your query and chosen a relevant title, you will have the option of writing free text to explain in full detail your query/problem. Please note that you need to include full detail when submitting your message. Once you have submitted your query/problem you will be issued with a ticket in relation to this, and then a member of staff at SM will look into it on your behalf.

If we require any further information, answer your query or resolve your problem, we will respond direct to you via the ‘Help’ section of the site. Once we have replied to your ticket you will receive an email informing you that we have responded. Depending on our response will depend on your next step. If we require further information you will be required to respond so we can further investigate, if we answer your query successfully or resolve your problem you can then ‘Close’ the ticket.

There will also be a record within your own ‘Help’ section of all the tickets you have submitted to support and we will also keep records on our database.

We hope that this new support system will be easy for all of our members to use, and we will try and reply to any quries/problems as soon as possible.

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