Player Support
Player Support is a core feature. It keeps one ticket history while the project chooses how tickets are processed:
- Internal support - the team replies in the administration panel;
- Omnidesk - tickets are delivered to an external help desk while players keep using the same cabinet interface.
Changing the processing mode does not create a second ticket list or change the player workflow.
Project selection
Support is configured independently for every project. Select a project first, then work with its queue, staff, rules, and integrations. Data from different projects is never combined.
Project overview
Included sections
| Section | Purpose |
|---|---|
| Overview | Key metrics and direct access to the queue |
| Tickets | Search, filters, assignment, priority, and bulk actions |
| Categories | Localized ticket topics, order, and external mappings |
| Statistics | Workload, response time, and ticket distribution |
| Macros | Localized reusable replies |
| Moderation | Temporary and permanent write restrictions |
| Integrations | Omnidesk connection and custom-field mappings |
| Settings | Availability, content rules, cooldowns, and staff identity |
| Attachments | File limits, storage, access, and delivery verification |
| Player cabinet | Ticket creation, conversation, response feedback, and special states |
Ticket states
- New - the ticket has been created and has not been processed yet.
- Waiting for staff - the project team must reply next.
- Waiting for player - the team replied and is waiting for more information.
- Cancelled - the ticket was cancelled and is no longer in the active queue.
- Closed - work is complete and the conversation cannot continue.
External delivery state is displayed separately and never replaces the ticket workflow state.
Launch sequence
- Open support settings and define availability, content rules, and limits.
- Select Internal processing or configure the Omnidesk integration.
- Create and order the ticket categories.
- Configure attachment storage.
- Grant team permissions and prepare reply macros.
- Create a real test ticket from the player cabinet, reply to it, and verify an attachment.
- Enable the player-facing section only after the complete check passes.
info
Disabled Player Support is removed from the player menu; new tickets are unavailable.