Production Update 1.2.6
Summary
Hotfix for players and support staff. Support tickets are easier to open, follow, and close. A game that is only briefly out of date still accepts a deposit. GameVault and Las Vegas Sweeps no longer block a deposit or cash-out when the game is actually working.
Improved
- Players open Help & Support, send a ticket, and follow the reply in My tickets. When support has answered, the ticket shows a new-reply mark. The player can say the problem is fixed, or say they still need help.Module: Support · Portal: Player
- Support staff open Support Tickets on the list that needs a reply. They can open one ticket, answer it, assign it, and update several tickets together.Module: Support · Portal: Admin
Fixed
- A player can still put money into a game when that game’s balance is only briefly out of date. The game closes for new deposits only after the balance update has failed three times in a row. While it is closed, the player sees the game as under maintenance.Module: Game providers · Portal: Player
- GameVault and Las Vegas Sweeps accept a deposit and a cash-out back to the wallet when those games are working. They no longer stop the player with an unavailable message just because the game was set up.Module: Game providers · Portal: Player
- A player who is signed in and opens a support ticket sees their own name in the top bar, the same as on the rest of the app.Module: Support · Portal: Player
Affected Modules
- Support
- Game providers
- Player deposits
Affected Portals
- Admin Portal
- Player Portal
This note is for QA and PM. Each item below says what was wrong, what this hotfix changed, and what the product does after the update. It does not describe how the system was built.
This is a hotfix. The Open Defects list on Version 1.2.5 is unchanged.
1. Player — asking for help
Where: Player app → Help & Support
Previous issue: Support was harder to follow. A reply could be missed, and a finished ticket was not clearly closed or reopened.
What we did: Players can open Help & Support, send a ticket, and follow the reply in My tickets. A staff reply is marked on that ticket. The player can close it when the problem is fixed, or send it back when they still need help.
After the update: Help & Support has two tabs, My tickets and New ticket.
A new ticket asks for a topic, how soon a reply usually comes, and what to include (amount, time, what the player saw). For a deposit, withdrawal, or payment problem, the player can point at that payment. That step is optional. A player can open 5 tickets in one day. After that, the screen asks them to reply on a ticket they already have.
My tickets shows Received, In progress, Resolved, or Closed. When support has written back, that row shows a new reply, and the support button shows the same count. Opening it lands on My tickets. The player and support stay in one conversation, and support also emails the player. Times follow the language in use (English or Spanish).
When support says it is fixed, the ticket asks Did this solve it?
- Yes, close ticket closes the ticket.
- No, I still need help asks what is still wrong and opens the ticket again.
If the player does not answer, the ticket closes by itself after 72 hours. A reply on a resolved ticket opens it again. If it closed because nobody heard back, a reply within 7 days opens it again.
The link in the email works for 30 days. After that, the player signs in and opens the ticket from My tickets. A player only sees tickets on their own account. The same ticket number appears in Admin Support Tickets.
2. Player — top bar on a ticket
Where: Player app → a support ticket, while signed in
Previous issue: The top of the ticket page looked like the page for someone who is not signed in. The player’s name was missing.
What we did: The ticket page uses the same signed-in top bar as the rest of the app.
After the update: A signed-in player sees their account in the top bar on a support ticket. A signed-out visitor still sees the guest bar.
3. Support staff — working the queue
Where: Admin → Support Tickets
Previous issue: The list was hard to use as a day’s work. It was not obvious which tickets needed a reply, who owned them, or which ones were late.
What we did: Support Tickets opens on the tickets that need a reply. Staff can open one ticket, answer it, assign it, and update several tickets together.
After the update: The page opens on Needs action: new tickets, and tickets where the player wrote last. That is not every ticket ever opened.
| Tab | What it contains |
|---|---|
| Needs action | New, or the player is waiting |
| Mine | Open tickets assigned to the signed-in staff member |
| Unassigned | Open tickets nobody owns yet |
| Waiting on player | Staff already replied |
| Overdue | The first reply is late |
| Resolved & closed | Finished |
| All | Whatever the filters match |
Opening a row shows the ticket on top of the list: the conversation, the player, and the actions available. A link from a notification opens that same ticket.
Staff can select several rows and Assign to me, change how urgent they are, mark them resolved, or close them. A ticket that cannot take that action stays selected, with the reason shown.
A staff reply is visible to the player, and that ticket moves to Waiting on player. When the player replies, it comes back to Needs action. Assign to me moves it to Mine. If staff mark it resolved and the player chooses “I still need help”, the ticket is open again.
Labels on a ticket:
- Where it stands: New, Needs reply, Waiting on player, Resolved, Closed.
- How urgent: Urgent, High, Normal, Low. A deposit, withdrawal, or payment ticket starts at High. A Platinum or Diamond player is one step more urgent (High becomes Urgent).
- How soon the first reply should arrive (the player sees this as the usual wait): withdrawal 1 hour; deposit, payment, kiosk problem, or password reset 2 hours; account or email verification 4 hours; a general question 24 hours. Overdue means that wait has passed and nobody has replied yet.
- Why it was closed: Resolved, Duplicate, Spam, or No response from the player. The player can also close it after they confirm it is solved.
4. Player — putting money into a game
Where: Player app → move money into a game
Previous issue: If a game’s balance was even a little out of date, the player could not put money into that game. It looked the same as a game that was actually down.
What we did: A deposit is still accepted when that game’s balance is only briefly out of date. The game closes for new deposits only after the balance update has failed three times in a row.
After the update:
- The balance has failed to update once or twice. The player can still put money into that game.
- The balance has failed three times in a row. A new deposit into that game is blocked. The game shows as under maintenance, same idea as 1.2.5.
- A game whose balance is up to date is unchanged.
Taking money back out is a separate check. See the next section for GameVault and Las Vegas Sweeps.
5. Player — GameVault and Las Vegas Sweeps
Where: Player app → GameVault, and Las Vegas Sweeps
Previous issue: Putting money in, or taking money back to the wallet, could stop with a message that the game was unavailable even when the game was working and already set up.
What we did: When GameVault or Las Vegas Sweeps is working, a deposit and a cash-out back to the wallet both go through. The unavailable message is no longer shown just because the game was set up.
After the update: If the game is up, the deposit goes through and the cash-out back to the wallet goes through. If the game is really down, the player still sees that it is temporarily unavailable, and is asked to try another game or try later. Other games are not part of this change.