Toonslab

Saeed · 06-01-2018

In this thread, I will be explaining the drawbacks and the lack of responses that comes from toonslab. Then I will give suggestions on how to improve Toonslab. Unfortunately, I won’t be able to provide screenshots because I have been waiting 15m and still no verification email from toonslab(Yes I checked the junk email)
The posts on this thread should be discussing the current toonslab and giving suggestions to improve Toonslab.

When you open Toonslab, you’re asked to enter the email you play the account on then verify by opening a link that was sent to your email. If this stage is not completed, you cannot contact toonslab. Unless if another email was used. The problem with this is that a lot of the problems that lead players to send a ticket is because they lost access to their graal email. Although they can just use a different email, it would be easier to just cancel the verification process. There is no point of asking the user to verify his email if he/she already verified that they know their graal email by typing it in at the start. Any reason why this verification process exist?

After you verify the email, I believe they give you the option to pick the game you play on (Classic or...) this looks fine to me. Then you’re asked to tick one of the circles which has options next to each one of them. I assume 50% of the tickets toonslab recieve, the problem isn’t in one of the provided options. Therefore, my suggestion for you is to first provide the options using a drop down list then add more options especially “Ban appeal” if there isnt one already. I don’t think there is. Any reason why there is only very few options?

Lack of response: in all of the games I have personally played on wither they’re big games or smaller ones in-terms of popularity, my support tickets were never ignored. How are you going to fix your players problem if you can’t/don’t want to communicate with them? Graal lack if communications between players and players/players and admins in general. However, not responding to support tickets is a huge problem. Half of the issues cannot be fixed if not both sides communicated with eachother, we always get told to go toonslab but we never receive a response. I have sent over 10 tickets (regarding different issues) in the past and only got one respond for one of the tickets. If you guys add more problems options like I suggested above, you can priorate what tickets should be solved first. Any reason why 90% of the tickets are ignored?

Remember the posts of this thread should only be Toonslab-related.

Reggie* · 06-01-2018

I get problems that come up and it usually takes a few minutes for the verification email to be sent to me. Then most of the time toonslab responds within a few hours or a day.

Master Shredder · 06-01-2018

Posted by Reggie*

I get problems that come up and it usually takes a few minutes for the verification email to be sent to me. Then most of the time toonslab responds within a few hours or a day.

The last Linked Ban/Mistake Ban I received and appealed, Toonslab unbanned me and never replied to the ticket. kek. Also Era Toonslab Support responds the day you send your ticket in(most of the time within 10 hours the issue is handled or responded upon). Alot of the time CLassic lacks that within 24-48 hours response

Bryan* · 06-01-2018

Toonslab should consider using this customer support software: https://freshdesk.com

In addition, responses should be the minimum 2-4 business days, unless there’s too many requests to handle at the moment. The replies shouldn’t be broad, it should be specific and detailed, especially for ban appeals and in-game related issues. Only use automated responses when necessary like for general requests. Also consider having an updated FAQ section in Toonslab’s customer support page because not many users lurk in the forums to find answers.

Optional: Live Chat

Spoiler

Rusix · 06-01-2018

Toonslab has so many issues with it...Toonslab in my opinion it was actually better in 2015 or 2016 before the whole apparently someone hacked into the database or something so they changed how the verification for support works. The old system you could see their reponses, You could see that they read it, And actually post a screenshot. They tell you in the new system to put a picture, But there is no option to... Again classic seems to think their stuff out don't they

Master Shredder · 06-01-2018

Posted by Rusix

Toonslab has so many issues with it...Toonslab in my opinion it was actually better in 2015 or 2016 before the whole apparently someone hacked into the database or something so they changed how the verification for support works. The old system you could see their reponses, You could see that they read it, And actually post a screenshot. They tell you in the new system to put a picture, But there is no option to... Again classic seems to think their stuff out don't they

Send the screenshot to the support email with the ticket number in the subject. I got rejailed by mistake on the same day i was released on era and i just replied to the ticket numbered email instead of resending a request and they responded again

Zetectic · 06-01-2018

Lol live chat is expensive to run dude.
they changed it after small collection of their data was hacked. Used to be able to provide pictures and stuff.
old toonslab was better, but we have no option. i've seen a game with no support page at all, so can't complain. (that game was making 50+ millions..)

Saeed · 06-01-2018

Posted by Reggie*

I get problems that come up and it usually takes a few minutes for the verification email to be sent to me. Then most of the time toonslab responds within a few hours or a day.

What server you play on? I play on graal Classic and out of all my support tickets I have only recieved one respond. Even-tho some of my support tickets requires and answer and I was never rude or anything like that in my the tickets I sent.
Do you actually guys get responses from your support tickets? If so, what server you play on?

Feel free to move this thread into another sub-forum @ moderators. I thought the posts will be focused on graal Classic toonslab but I believe it’s better to discuss toonslab quality on all graal servers.

Reggie* · 06-01-2018

Posted by Saeed

What server you play on? I play on graal Classic and out of all my support tickets I have only recieved one respond. Even-tho some of my support tickets requires and answer and I was never rude or anything like that in my the tickets I sent.
Do you actually guys get responses from your support tickets? If so, what server you play on?

Feel free to move this thread into another sub-forum @ moderators. I thought the posts will be focused on graal Classic toonslab but I believe it’s better to discuss toonslab quality on all graal servers.

Classic. And I get them almost every time I submit something.

4-Lom · 06-02-2018

Posted by Saeed

Unfortunately, I won’t be able to provide screenshots because I have been waiting 15m and still no verification email from toonslab(Yes I checked the junk email)

15 minutes?

Hell I submitted multiple tickets over the last 2 years and never even got a confirmation.

Rusix · 06-03-2018

Posted by 4-Lom

15 minutes?

Hell I submitted multiple tickets over the last 2 years and never even got a confirmation.

We feel your pain

Saeed · 06-03-2018

Posted by 4-Lom

15 minutes?

Hell I submitted multiple tickets over the last 2 years and never even got a confirmation.

I mean before you submit the tickets, you’re supposed to verify your email. I did not recieve that email for whatever reason, I do usually get the verification email though.

Majoraas · 06-04-2018

I am having an issue where I cannot receive the verification email to log into my main acc. for 3 weeks toonslab hasn't responded to me at all, even though I explained my issue multiple times.

maximus_asinus · 06-04-2018

The solution is that unixmad must track down Bell, beg her to take her old job back, and then pay her handsomely. She was the best / only support staff this game had.

Rusix · 06-04-2018

Posted by maximus_asinus

The solution is that unixmad must track down Bell, beg her to take her old job back, and then pay her handsomely. She was the best / only support staff this game had.

WHAT THE?!?!

DID YOU JUST SUGGEST SOMEONE WHO WORKS FOR GRAAL SHOULD BE PAID?! ARE YOU OUT OF YOUR MIND?! THEY MUST BE PAID IN GRALATS...because it cost nothing to pay them in that manner

06-04-2018	13
Majoraas Registered User Join Date: May 2018 Posts: 1	Can't recieve verification email I am having an issue where I cannot receive the verification email to log into my main acc. for 3 weeks toonslab hasn't responded to me at all, even though I explained my issue multiple times.

06-01-2018	1
Saeed Registered User Join Date: Dec 2016 Location: Uk/london Posts: 851	Toonslab In this thread, I will be explaining the drawbacks and the lack of responses that comes from toonslab. Then I will give suggestions on how to improve Toonslab. Unfortunately, I won’t be able to provide screenshots because I have been waiting 15m and still no verification email from toonslab(Yes I checked the junk email) The posts on this thread should be discussing the current toonslab and giving suggestions to improve Toonslab. When you open Toonslab, you’re asked to enter the email you play the account on then verify by opening a link that was sent to your email. If this stage is not completed, you cannot contact toonslab. Unless if another email was used. The problem with this is that a lot of the problems that lead players to send a ticket is because they lost access to their graal email. Although they can just use a different email, it would be easier to just cancel the verification process. There is no point of asking the user to verify his email if he/she already verified that they know their graal email by typing it in at the start. Any reason why this verification process exist? After you verify the email, I believe they give you the option to pick the game you play on (Classic or...) this looks fine to me. Then you’re asked to tick one of the circles which has options next to each one of them. I assume 50% of the tickets toonslab recieve, the problem isn’t in one of the provided options. Therefore, my suggestion for you is to first provide the options using a drop down list then add more options especially “Ban appeal” if there isnt one already. I don’t think there is. Any reason why there is only very few options? Lack of response: in all of the games I have personally played on wither they’re big games or smaller ones in-terms of popularity, my support tickets were never ignored. How are you going to fix your players problem if you can’t/don’t want to communicate with them? Graal lack if communications between players and players/players and admins in general. However, not responding to support tickets is a huge problem. Half of the issues cannot be fixed if not both sides communicated with eachother, we always get told to go toonslab but we never receive a response. I have sent over 10 tickets (regarding different issues) in the past and only got one respond for one of the tickets. If you guys add more problems options like I suggested above, you can priorate what tickets should be solved first. Any reason why 90% of the tickets are ignored? Remember the posts of this thread should only be Toonslab-related.

06-01-2018	2
Reggie* Banned Join Date: Apr 2018 Location: UnItEd StAtEs Posts: 369	I get problems that come up and it usually takes a few minutes for the verification email to be sent to me. Then most of the time toonslab responds within a few hours or a day.

06-01-2018	4
Bryan* Verified ✔️ Join Date: Nov 2014 Location: M.I.A Posts: 3,408	Toonslab should consider using this customer support software: https://freshdesk.com In addition, responses should be the minimum 2-4 business days, unless there’s too many requests to handle at the moment. The replies shouldn’t be broad, it should be specific and detailed, especially for ban appeals and in-game related issues. Only use automated responses when necessary like for general requests. Also consider having an updated FAQ section in Toonslab’s customer support page because not many users lurk in the forums to find answers. Optional: Live Chat Spoiler My biggest concern is when I received an automated response during a ban timer glitch when I didn’t even asked for a ban appeal. I asked support to inform developers that the timer was resetting for multiple users despiting counting down. Other than that, support has been doing a half-ass job. Maybe need more volunteers or employees to fill the positions

06-01-2018	5
Rusix The Eternal Join Date: Apr 2017 Location: York Town Posts: 1,152	Toonslab has so many issues with it...Toonslab in my opinion it was actually better in 2015 or 2016 before the whole apparently someone hacked into the database or something so they changed how the verification for support works. The old system you could see their reponses, You could see that they read it, And actually post a screenshot. They tell you in the new system to put a picture, But there is no option to... Again classic seems to think their stuff out don't they

06-01-2018	7
Zetectic Bloodvayne Join Date: Nov 2012 Posts: 4,087	Lol live chat is expensive to run dude. they changed it after small collection of their data was hacked. Used to be able to provide pictures and stuff. old toonslab was better, but we have no option. i've seen a game with no support page at all, so can't complain. (that game was making 50+ millions..)

06-04-2018	14
maximus_asinus Registered User Join Date: Dec 2016 Location: Canada, eh? Posts: 220	The solution is that unixmad must track down Bell, beg her to take her old job back, and then pay her handsomely. She was the best / only support staff this game had.