The new home for the IMVU Community is help.imvu.com. For more information, check out this article.

GUIDE: The Help Center and the ticket filing system.

 
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AlbaX VIP Club Member 18+ Age Verified

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PostPosted: Sun Apr 14, 2013 3:12 am    Post subject: GUIDE: The Help Center and the ticket filing system. Reply with quote

[Updated as of September 25th, 2014]

INTRODUCTION

If you are new, or never needed help, the Help Center might become pretty much something confusing for you. My aim with this post is to clarify all your doubts and issues regarding it.

First of all: What is the Help Center?

►The IMVU Help Center is the part of the IMVU community dedicated to help the users in all kind of matters, a place you need to go if you have issues, bugs or questions. The IMVU staff there (called Customer Support, or CS), attends to everyone, even without having an account.

Do I have any other choice apart of the IMVU Help Center?

Yes, you can check the following threads at the forums:

Click here to read

How do I post in the forums?

Click here to read

How do I get to the Help Center?

Click here to read

The Help Center has two sections, the Knowledge Base and Request Support.

1.- The Knowledge Base.

2.- Request Support.

How do I file a help ticket?

Click here to read

The Live Chat

Click here to read
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|~Alba~__________|
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Last edited by AlbaX VIP Club Member 18+ Age Verified on Thu Sep 25, 2014 7:33 am; edited 20 times in total
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Joined: 28 Feb 2012
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PostPosted: Sun Apr 14, 2013 3:13 am    Post subject: Reply with quote

Do I have any other choice apart of the IMVU Help Center?

Yes, you can check the following threads at the forums:

►The IMVU News, Announcements and Release Notes forum is a good resource to stay tuned for new IMVU update prereleases, or for problems that could occur after an update, users experiencing problems will post the issues there, so you can know if your problem after updating is unique, or someone else has it.

►The Issues and Bug Reporting forum is a good method to ask quick questions or issues. If your ticket is not being answered, you can ask for it to get escalated here.

►The Miscellany - IMVU Related forum can be used to ask IMVU concerns that are not an issue or bug. Our experienced users will gladly answer to you so you can learn, since no one borns with all the knowledge.

►The Content Creator Forums are a great source of information and tutorials about the world of the developer. If you have any question or issue regarding the create world, this is your right place to post. Wonderful meshers and/or texture creators will be there to support you.

Please do not use the forums if:


→You have disputes about being banned. We are not staff so we can't get your account back. We can give you advice or tell you to file a help ticket, redirecting you to this guide, but nothing else.

→You want refunds about something. As mentioned above, we can't give you your money or credits back if you lost them somehow. That is the task of the CS (Customer Support).

→You have disputes about a rerated/taken down item. We can't neither give you your taken down catalog items or return to GA the misrated AP elements. Please use the ticket system to do that.
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Last edited by AlbaX VIP Club Member 18+ Age Verified on Sun Apr 14, 2013 4:50 am; edited 4 times in total
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AlbaX VIP Club Member 18+ Age Verified

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PostPosted: Sun Apr 14, 2013 3:13 am    Post subject: Reply with quote

How do I post in the forums?

Knowing how to post properly is not stupid, it will save work to the Forum moderators and will help keeping the forum properly organized.

To open a new thread, press this button.



Enter the thread title (Subject) and your message (Message body).
The subject needs to be descriptive, do not post subjects such as ".....", ":)", or "HELP!"

If you want to reply to your already opened thread, press this button inside the thread.



The forum moderators are not robots, cops or lecturing machines, they are volunteer experienced users and keeping order is their responsability.
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|~Alba~__________|
Farewell forums



Last edited by AlbaX VIP Club Member 18+ Age Verified on Sun Apr 14, 2013 3:28 am; edited 1 time in total
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PostPosted: Sun Apr 14, 2013 3:14 am    Post subject: Reply with quote

How do I go to the Help Center?

There are two ways to do this.

1. Via IMVU Client.


While being at the client, go to the upper right corner of it, you will see a Help, near the credits counter. Clicking it will redirect you to the Help Center.



2. Via IMVU webpage.

Anywhere you are, excepting the homepage, will have the Help Center link at the upper right corner of the page, just near the Search bar.



What if I don't have an account?

At the bottom of the login screen of http://www.imvu.com/ you will see some small links. Click the link stating Help.



This will lead you to another Login screen with a message stating "If you do not have an IMVU account, or have lost access to your current IMVU account, click here to view the status of your ticket."

Click the blue "click here".



Fill the small form, it will allow you to make a temporal account to acess the Help Center.

NOTE: The password is not your e-mail password.


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Last edited by AlbaX VIP Club Member 18+ Age Verified on Sun Oct 27, 2013 10:46 am; edited 4 times in total
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PostPosted: Sun Apr 14, 2013 3:14 am    Post subject: Reply with quote

The Knowledge Base

The Knowledge Base is a source of information, specially FAQ (Frequently Asked Questions), common issues, and some guidelines for new users. If you want to solve something by yourself, this should be the first part to look at, or search. If you can't find your answer here, head to the forums or the Request Support part.

The Knowledge Base shows the Most Viewed Articles, which has the most common consulted concerns, and a large range of Most Recent Articles. If your issue is not in the Most Viewed Articles part, use the search bar and type your keywords there.



You will see several articles there about the keywords you typed in. After entering, you'll have a scrolly to choose and be more specific.


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Last edited by AlbaX VIP Club Member 18+ Age Verified on Sun Oct 27, 2013 11:20 am; edited 1 time in total
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PostPosted: Sun Apr 14, 2013 3:15 am    Post subject: Reply with quote

Request Support

If your issue can't be solved by yourself (Knowledge Base), or by another IMVU users (Forums), you need to come here.

How do I get into it?

Once in the Help Center, click the button stating Get Support, on the right of the second row of icons.



We ask you to be patient. Loading the Get Support can take certain amount of time.

What do I see here?

If you never submited one, this will be empty for you. What you will see are three buttons on the right, Submit a Case, My Support Cases and Knowledge Base (mentioned before).

If you already submitted cases, you will see a window like this.



My Support Cases

This will show all the cases you already submitted.

Case will show the Case number. If you want to get your ticket escalated, you need to tell this number to a forum moderator.

Date Created shows when did you file the ticket.

Case category shows the kind of ticket.

The priority of the categories works like this:



Please do not submit a General Support case as Safety case only to get it attended more quickly, the categories are there for a reason, do respect them.

Avatar Name shows the name of the avatar you filed the ticket with. If you change your name, your old cases will still have your old name attached to them. New cases will reflect your new name.

Status shows the status of your case. This is the legend:

Needs Reply means that the CS needs to read and answer to your case. When this status is on, you can only await for an answer. The reply can go from 1 to 5 business days depending on the category and work amount of the CS staff members. Remember that they are IMVU employees and not robots.

New means that you just created the ticket, and is not assigned to any CS employee yet.

Assigned means that the case has been adressed to a CS member. This will only happen once per ticket as the same agent will follow your case until the end, unless you decide to change agent for any reason.

Work in progress means that an IMVU CS staff member is working to solve your issue. This will happen in the case of your client having a severe bug that requires special personal attention. The CS may in very rare situations ask you for permission to log into your account.

Need more info appears when your case needs certain elements such as pictures or screenshots that you might need to attach, or, extra information.

Reopened will show when an already closed case gets reopened becouse it needs a revision. This will happen if you open a new case making direct reference to a previous one. (Give the case number to make reference).

Solution Suggested means that your case got an answer.

Closed means that the case has been closed becouse the issue has been solved.

Once the CS replies with a Solution Suggested, you need to reply to the ticket in less than 7 days, otherwise it will be automatically closed.

Cases with more than 7 days since the closing data cannot be reopened and will show This case has been closed for more than 7 days. Please create a new case by clicking on Submit a Case.
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Last edited by AlbaX VIP Club Member 18+ Age Verified on Sun Oct 27, 2013 11:54 am; edited 6 times in total
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PostPosted: Sun Apr 14, 2013 3:15 am    Post subject: Reply with quote

Escalating your case

If your ticket didn't get a reply in 5 bussiness days, or 3 for the VIP cases,
you can contact any forum moderator and provide them your ticket number. Let them know how many days did you wait and request if they can escalate the issue to staff.

When a ticket chooses to be escalated, the IMVU Community Manager will talk to the CS members about it so you can get a fast reply.

Note: If your ticket didn't wait the appropriate period, it will not get escalated. This is not a method to be used when you are impatient, only when the case didn't get an answer for a longer time than the stated above.

Keep in mind that while your issue is very important to you, the other users issues are very important to the CS as well. The help ticket system and the categories were designed to prioritise everyone's requests, and provide a method to keep track of them with an order.
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Last edited by AlbaX VIP Club Member 18+ Age Verified on Tue Apr 23, 2013 6:47 am; edited 5 times in total
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PostPosted: Sun Apr 14, 2013 4:11 am    Post subject: Reply with quote

How to file a help ticket

Once you are in Get Support, click the Submit a Case button.



Insert Subject here, and a list with links from the Knowledge Base related to said Subject line will appear near it.





If the suggestions aren't enough, you can continue with the ticket and choose a category from the list.



Certain categories will have several sub-categories or boxes to fill. Choose them according to your issue.



Once done, type in the Description box what's your issue. If you need to attach any file or document, do it pressing Attach a File. Your file will be encrypted and attached to the case.



How do I answer to a Solution Suggested or Needs more info?

Under your CS reply, there will be a button saying Reply to case or attach a file. Click on it to open this box:



Use the Description box to type, the Browse buttons to attach any file needed and once done, click Save. Your ticket will return to the Needs Reply status.

Attempting to make a second ticket will prompt this window:



When you have done several replies, it can get a bit confusing. Use the dates and the Note Subjects.

Resolution added to case#xxxxxxxx shows the CS replies to your questions.

Note Added Case #xxxxxxxx shows the replies that you have to the CS.

Attachment for Case #xxxxxxxx shows the replies that you gave to the CS which owns a file attached to them.



Case Edit shows your edited cases.
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Last edited by AlbaX VIP Club Member 18+ Age Verified on Sun Oct 27, 2013 12:21 pm; edited 3 times in total
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PostPosted: Sun Apr 14, 2013 4:12 am    Post subject: Reply with quote

Live Chat

VIP members can use Live Chat, it's a 1 to 1 chat system with staff in real time. The time on reply on CS's end is considerately shorter than with the ticket system. Ït's rather easy to use.

Go to the help page (http://www.imvu.com/help/help_iframe.php) and click the Live Chat icon located on the right part.



NOTE: this service is available from 6am to 6pm US Pacific time every day of the week.

If you access in a time that is not 6am-6pm US Pacific time you will see a counter telling you when will the Live Chat become available again.

Click on the icon to access a chat, it will connect you with an agent and open up a chat screen.



When the conversation is over, a case will be created under the Tickets cases section, stating "Chat Log"



If you open it you can review your conversation with the CS agent.


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Last edited by AlbaX VIP Club Member 18+ Age Verified on Thu Sep 25, 2014 7:29 am; edited 2 times in total
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PostPosted: Thu Sep 25, 2014 6:57 am    Post subject: Reply with quote

Important notes for a faster service

→ Do use English:

The CS members speaks english, if you type in another language, they will use a translator for your words.

It's well known that the translators not always translates how we want them to translate, plus the CS will reply at you in english.

Avoid the use of translators and foreign languages, use a translator ONLY if you are unable to speak english, otherwise, do speak it.

→Reply clearly with full words, detailing your case as good as you can. "yo iv'e lost m accont cuz smeonehacked me" is not a good example to file a help ticket.

Remember that the CS deals with thousands of very different cases per day, you know your issue, but they do not. As they are not magical genious, you need to detail as good as you can.

→Be polite. The CS members aren't guilty of your issue, so better save your anger and acussations to yourself. If you got an account disabled, don't file a help ticket saying "You banned me", becouse there's a very high probability of the CS member that is speaking to you didn't do it. Most probably, the agent was even unaware of it. Remember: there are thousands of IMVU users, the CS doesn't know you, and you don't know them.

→Read well your ticket before pressing Save. Check for anything that you perharps missed or forgot to add to your ticket. This will cost you a few minutes whilst filing a ticket wrongly will cost you some days.

→Use only ONE ticket per issue. If you don't get an answer, do not file a new ticket for the same issue becouse this will only make the process slower. If you need to say something else, add a note to an already existing ticket.

→Don't hesitate in escalating if needed. Remember: only do it if it's necessary, but doing it will be better than dropping the issue and deal with it.
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