I was looking for clarity. If I find a problem with the product. Should I be submitting a ticket or posting on forums or both? Traditionally, I submit a ticket (when at work or using other services online) because I don't want the ticket to close until a resolution is found.
A forum is great to talk about the problem maybe. Or get hints or a workaround. But, I'm truly just interested in the problem being fixed (less so needing a workaround).
For example. I created a custom background using the Noble background as a starting point. In the Noble background there is the option to pick up a gaming set. In my custom background. I wanted to remove the gaming set option and provide a language option instead. However, the tool is broken (so truly a bug). No where in the UI is the option to remove gaming set. I submit a ticket and am told to come here instead to discuss workarounds. Well I have a workaround. My background will leave the gaming set in and add the additional language as intended until a fix is found. I don't need to discuss with anyone. I also could have created the background from scratch. But that leaves the problem unreported.
The above is just an example. What I would like to know. What is proper use of submitting a support ticket now that the product is live and I'm a paying customer?
Rollback Post to RevisionRollBack
Want to see Virtual Table Top like no other before it built within DnDBeyond.com? Upvote the feature request. It's 2nd highest voted so far:
NOTE: You will need to setup a zendesk account (which is not your DnDBeyond.com account, the team uses this 3rd party software). It's easy to do and your votes are needed!
Support tickets are, and will remain, the best route to getting resolution for a problem you have.
The forums are great when you've run into a problem and you want to ask if you've maybe misunderstood, or if it's a known issue and there is a workaround etc.
With regards this specific issue, it's a known problem. You can start again from scratch to resolve.
I'm going to slightly disagree with SK here, and explain how I've always categorised it:
Support Ticket - Anything to do with Payments and Account details
Forums - Trouble with the toolset itself, compendium queries, pretty much everything BUT Payment or account details
Private Message to Mods - Discussion on reports/warnings/homebrew rejections
The moderator team is unable to assist with anything to do with payments or with account credentials (such as twitch authentication, or all my purchases are gone from my account, etc.). We can provide nickname changes (which we have a Display Name Change Request thread for). We can however help with pretty much everything else. We also have a team of 7 of us, and we cover global time zones.
The Support tickets get routed to Curse support staff (who are wonderful!) - The more tickets they recieve on queries that the Forums can handle (whether it be Mods or other users), the longer it takes for them to get to the ones that only they can handle.
Everything related to using the Character Builder or Homebrew should 100% be post in the forums - everything that goes to support comes back to us (however usually ends up taking a couple of days). The Mods will raise things through to staff as needed (for things which require coding changes).
Hi,
I was looking for clarity. If I find a problem with the product. Should I be submitting a ticket or posting on forums or both? Traditionally, I submit a ticket (when at work or using other services online) because I don't want the ticket to close until a resolution is found.
A forum is great to talk about the problem maybe. Or get hints or a workaround. But, I'm truly just interested in the problem being fixed (less so needing a workaround).
For example. I created a custom background using the Noble background as a starting point. In the Noble background there is the option to pick up a gaming set. In my custom background. I wanted to remove the gaming set option and provide a language option instead. However, the tool is broken (so truly a bug). No where in the UI is the option to remove gaming set. I submit a ticket and am told to come here instead to discuss workarounds. Well I have a workaround. My background will leave the gaming set in and add the additional language as intended until a fix is found. I don't need to discuss with anyone. I also could have created the background from scratch. But that leaves the problem unreported.
The above is just an example. What I would like to know. What is proper use of submitting a support ticket now that the product is live and I'm a paying customer?
Want to see Virtual Table Top like no other before it built within DnDBeyond.com? Upvote the feature request. It's 2nd highest voted so far:
https://dndbeyond.zendesk.com/hc/en-us/community/posts/115008597088-Virtual-Tabletop-Gameboard
NOTE: You will need to setup a zendesk account (which is not your DnDBeyond.com account, the team uses this 3rd party software). It's easy to do and your votes are needed!
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D&D Beyond FoundersSupport tickets are, and will remain, the best route to getting resolution for a problem you have.
The forums are great when you've run into a problem and you want to ask if you've maybe misunderstood, or if it's a known issue and there is a workaround etc.
With regards this specific issue, it's a known problem. You can start again from scratch to resolve.
Pun-loving nerd | Faith Elisabeth Lilley | She/Her/Hers | Profile art by Becca Golins
If you need help with homebrew, please post on the homebrew forums, where multiple staff and moderators can read your post and help you!
"We got this, no problem! I'll take the twenty on the left - you guys handle the one on the right!"🔊
I'm going to slightly disagree with SK here, and explain how I've always categorised it:
The moderator team is unable to assist with anything to do with payments or with account credentials (such as twitch authentication, or all my purchases are gone from my account, etc.). We can provide nickname changes (which we have a Display Name Change Request thread for). We can however help with pretty much everything else. We also have a team of 7 of us, and we cover global time zones.
The Support tickets get routed to Curse support staff (who are wonderful!) - The more tickets they recieve on queries that the Forums can handle (whether it be Mods or other users), the longer it takes for them to get to the ones that only they can handle.
Everything related to using the Character Builder or Homebrew should 100% be post in the forums - everything that goes to support comes back to us (however usually ends up taking a couple of days). The Mods will raise things through to staff as needed (for things which require coding changes).
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If you have questions/concerns, please Private Message me or another moderator.
Wary the wizard who focuses on homebrew, for he can create nightmares that you wouldn't even dream of
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D&D Beyond FoundersI'm going to disagree with SK as well - that's a much better definition from Sorce. :)
Pun-loving nerd | Faith Elisabeth Lilley | She/Her/Hers | Profile art by Becca Golins
If you need help with homebrew, please post on the homebrew forums, where multiple staff and moderators can read your post and help you!
"We got this, no problem! I'll take the twenty on the left - you guys handle the one on the right!"🔊