[GM Feedback] a feedback for an in-game support desk experience

[Aleczan]

Hi, I called a GM today to report exploitation and I was asked to leave a feedback on the forum, in a "General Feedback" section, but I cannot find it, so I guess it means General Discussion.

First off, in general, I am grateful that the patch had added a menu to chatlog when you click on a person's name (only works when the person sends you a /tell or say something, doesn't work when it is a system notification saying this person levels up, for example) to report RMT activities. This makes reporting RMT tells much, much easier. As for reporting cheating (or suspicious activities), we still need to manually submit the report and fill out the form.

Next, in-game GM response was pleasant and assuring. GM was very understanding. I was glad I had called GM on the matter. The GM who answered my call was nice and friendly, and was clear in explaining the situation as well as their policies against exploitation, especially the ones that are disruptive to other people's gameplay. It was a pleasant short chat and they even spiced it up by talking and treating me like an adventurer, as if I were my character, not just a player or a customer. It was cute.

Today I was extremely happy with the in-game support. However, I secretly wish there were an easier and faster way to contact Special Task Force. Submitting a form on Support Forum takes time and most of the times, the offenders would already get away. (Though they can track past activities without having to witness it real-time, I feel that real-time observation can provide clearer and more accurate clues.)

Also, from the ticket's reply after GM finished talking to me, I understand that using online support (outside of the game) is recommended and is more preferred, for the cases when we want to report cheating or botting, as the report will be sent directly to Special Task Force instead of getting forwarded from in-game support desk.

I can and am willing to go out of my way to reach Special Task Force with this method (through http://support.na.square-enix.com/co...382&la=1&fty=2 ) but I honestly think that more people will take their time and effort in reporting exploitation/botting/cheating if Special Task Force can be reached through an in-game interface.

Thank you GMs and Special Task Force for your hard work. Please continue to support us and keep peace and order in the servers.