Using The Ticket System

Happy Hump Day Fellow Breeders!

In this virtual world we call Second Life, we know that sometimes things go a little bit crazy. Because this craziness can affect your breedables, Amaretto utilizes a Customer Support Help Desk (more commonly referred to as the Ticket System).

The Amaretto Ticket System is the tool to use whenever you have an issue with a breedable or if you have comments/concerns/suggestions. As CSRs do not accept direct requests for breedable support or repair, the Ticket System is the ONLY way to get your issues or concerns resolved in a timely manner.

Why would I file a ticket?

The most common reason for filing a ticket is duplication. Duplicate breedables can happen for a wide variety of reason but the main culprit is Second Life restarts and rollbacks. As everyone knows Linden Labs does rolling restarts and rollbacks on a weekly basis, sometimes more often. What tends to happen is if a rollback is done on a market sim, the breedables that were recently purchased and picked up, appear again on the sim. Then a new customer comes by and purchases the same breedable. They go home and rez it on the land, and their breedable plus the first purchaser’s breedable duplicates. It is now ticket time! When this happens, you will need to provide your full transaction history of the purchase. You can get this from the Second Life website/dashboard under your transactions.

Other reasons can include:

  • Duplicate Food
  • Missing Breedables
  • Breeding Issues, i.e. “Mother Had Second”

How do I file a ticket?

If you’ve never used the ticket system before, you will, first, need to register. Registration on the support page is separate from the social network. So if you signed up there, you will need to sign up again here.

To register on the ticket system go to http://support.amarettobreedables.com and click on the button that says Register (#1).

Once you click the register button please fill in the account fields:

Full Name: PLEASE put both your full SL First name and Last name (if you do not have a last name put Resident). Do NOT use display names and do NOT use real life names.

Email: Put the email you wish to use to login to the ticket system and put a password (do not use the same password as your email or second life account).

Then, click Sign Up.

Once you’ve registered there is a box on the right hand side of the page that says Login (#2). Put your email address and the password you chose, during registration, into the login box and click the Login button.

After logging in, click Submit a Ticket (#3) to go straight to the ticket submission page.

NOTE: You must be the owner of the Horse/Bundle, K-9/Kennel, Barnyard Bird/Nest or Ponie/Basket to file a ticket. Please do not file tickets for others.

Next, select the appropriate department and then from the expanded options choose the one that best fits your issue. Hit the Next button and continue through the ticket being sure to include as much pertinent information as possible to help expedite your ticket. If you recently purchased the breedable or if you need food redelivery, please include your transaction history for the purchase. If you are having an in-world food issue, please include the SLURL to the location of the food. The more information we have the more likely that the ticket will go smoothly and as quickly as possible.

Once you have completed those steps, click the Submit button.

Now, if you have a breedable needing repair, you will need to make a folder in your inventory and label it with the ticket number you were assigned and your name. Put your breedable(s) into the folder. You will NOT be contacted in-world regarding your ticket. So, please, check back, through View Tickets (#4), for instructions as to whom you should send the folder.

Things to remember:

  • Tickets may take 48-72 hours to get a response from the support team, please have patience.
  • Do not respond to the emails sent to your account as we do not get those, you must respond inside the ticket itself for us to see the response.
  • CSRs will not respond to in-world IMs or Notecards! To ensure your ticket is resolved as quick as possible, please keep ALL responses/communications in your ticket.
  • No response to tickets from the user in 3 days and the ticket will be closed.
  • Please do not file multiple tickets for the same issue, it only slows things down and the duplicate tickets will be closed.
  • ABUSIVE BEHAVIOR OF ANY KIND WILL NOT BE TOLERATED AND YOUR TICKET WILL BE CLOSED WITH POSSIBLE LOSS OF SUPPORT PRIVILEGES.

In addition to the above steps, a video showing the signup process is available here:  http://amarettobreedables.com/videos/7/3/ticket-system

As always, if you need further assistance, just open up the main chat and ask for help!

Till next time…HAPPY BREEDING!

 

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