Player survey: Toonslab, did it get better or worse?

My first impression of Toonslab support's new website. It allowed me to narrow down the problem quickly and I like how system found my account with my email address. However, one thing that concerned me, Toonslab will no longer reply. As far as i know, they've resolved my issue really fast, but I was never notified about the status of my ticket.

Pros:
-Easier to use
-Simple, Clean interface
-Seems more secured
-Detects your account with your email
-Narrows down your issue better
-Resolved the issue fast

Cons:
-Toonslab will not reply back
-Can't check the status of the ticket

Image of their new website:


After submitting a ticket:
 

Contacting the e-mail directly is much better.

By the way

Pros:
-Easier to use
-Simple, Clean interface
-Seems more secured
-Detects your account with your email
-Narrows down your issue better
-Resolved the issue fast

Don't judge security by a theme, it is just JavaScript right now.

Cons:
-Toonslab will not reply back
-Can't check the status of the ticket

You just said the issue gets resolved faster, huh? Of course you can't check the status of the ticket, because it isn't a ticket anymore, you are sending an e-mail.  

yes it took them 1 hour now vs. took them 5-6 hours in the past. i hope they reply the email, it's not that hard. and possibly bring back the thread system, bc you could see if they read your ticket or not.  

Posted by Zetectic

yes it took them 1 hour now vs. took them 5-6 hours in the past. i hope they reply the email, it's not that hard. and possibly bring back the thread system, bc you could see if they read your ticket or not.

You most lukely just got lucky and had whoever reviews the toonslab issues come on soon after you sent it. It never was slow before. That would have been a staffing issue if it was slower, and is now resolved faster.

Based on what I see, it appears good. However, not everyone is identified. Not sure how that would work out, especially if you can't communicate back and forth to ask for a GraalID. From my experience, if I had to respond back to someone who sent a ticket, I usually wouldn't get a response. That made getting GraalIDs difficult if they never told me in their ticket. I don't see much difference, other than the fact that it now goes through email instead of a ticket.  

It won't come back, because it is an e-mail system now.  

Posted by PigParty

You most lukely just got lucky and had whoever reviews the toonslab issues come on soon after you sent it. It never was slow before. That would have been a staffing issue if it was slower, and is now resolved faster.

Based on what I see, it appears good. However, not everyone is identified. Not sure how that would work out, especially if you can't communicate back and forth to ask for a GraalID. From my experience, if I had to respond back to someone who sent a ticket, I usually wouldn't get a response. That made getting GraalIDs difficult if they never told me in their ticket. I don't see much difference, other than the fact that it now goes through email instead of a ticket.

identifying is a must.

Graal do suggest you to add Graal ID in the ticket, however Toonslab can check anything and everything if they need to. Providing as much as info possible just makes their job easier.

The advantage of threaded system is you can check whether they have read/respond to your ticket. I personally prefer the threaded system, but if we must use email from now on, I highly recommend them to reply back after resolving or refusing.  

Posted by Hugop

Don't judge security by a theme, it is just JavaScript right now.

I have nothing to do with the customer-service or the new support center... but ya, there is always going to be some degree of client-side methods. Why? Because you can't render things for the user to see or interact with without these methods. Them using javascript has nothing to do with how secure the website, because security has to do with how they handle things on their end. Making sure they properly store passwords(not raw), making sure there are no loopholes to allow users to send malicious code through their clientside -> serverside methods(in your case, javascript).  

Posted by Dusty

I have nothing to do with the customer-service or the new support center... but ya, there is always going to be some degree of client-side methods. Why? Because you can't render things for the user to see or interact with without these methods. Them using javascript has nothing to do with how secure the website, because security has to do with how they handle things on their end. Making sure they properly store passwords(not raw), making sure there are no loopholes to allow users to send malicious code through their clientside -> serverside methods(in your case, javascript).

By "it is just JavaScript" I meant no CSS or any kind of styling, just a JavaScript code and that's it. Obviously (hopefully) there is php/py to get the forms, block MySql injections, etc. I don't think there are any great JS alternatives, coffee is great but it's made of JS, plus they removed text/javascript attribute on HTML5.  

Posted by Hugop

By "it is just JavaScript" I meant no CSS or any kind of styling, just a JavaScript code and that's it. Obviously (hopefully) there is php/py to get the forms, block MySql injections, etc. I don't think there are any great JS alternatives, coffee is great but it's made of JS, plus they removed text/javascript attribute on HTML5.

I only speak English.  

Posted by PigParty

I only speak English.

I only speak UTF-8 <3  

EDIT:
Toonslab did reply to my ticket. just gotta give them some time.
i replied with some good questions(imo), i hope they reply back.

Gotta go rate Graal 5/5 m8  

Hell no.

I don't know who the **** does the Support Center now, but it used to be people who actually played the game and were part of the community. Ibonic died for this!?  

Posted by Skyzer

Hell no.

I don't know who the **** does the Support Center now, but it used to be people who actually played the game and were part of the community. Ibonic died for this!?

ya lets go back to the one where the database was leaked every ~2 years  

Posted by Crono

ya lets go back to the one where the database was leaked every ~2 years

It was just leaked recently anyways.  

Posted by Skyzer

It was just leaked recently anyways.

It's all encrypted this time tho