This is not a “bug” exactly. I’m throwing it in Feedback instead.
The REQUEST HELP button in-game menu brings up a form.
I decided to take a thorough look at it since I have not submitted a ticket through this feature. I believe that the theories of having to reply to the automatic email you receive is correct. It seems that submitting this form creates like a triage? temporary? ticket, but unless you ADD to it, it will auto close in a period of time. With that said, reporting directly at the HelpCenter/Support form, while allows you to elaborate, does seem to still require a reply to the automatic email.
My advice is to: ALWAYS REPLY TO THE AUTOMATIC EMAIL WHEN SUBMITTING A SUPPORT TICKET.
The second thing I noticed was that Request Type: Bug Report simply does:
Ok fine (submit failed though? why).. but maybe there was intention for bug reports to move to a different place and this is just a placeholder? Doesn’t really make much sense to someone that doesn’t know anything about HOW to submit a bug report though? Wouldn’t linking to a new post on the forums explaining everything or the HelpCenter/Support page make more sense?
Now the third thing… I had been perplexed why that despite many months having gone by some players were still confused about where to report Official server issues. In some instances still quoting Zendesk. I thought maybe it was simply players who recalled using Zendesk and since there was no official announcement from Funcom regarding Helpshift, they understandably thought it was still Zendesk.
I scanned this briefly when it was first implemented, huge step in the right direction. A big matter of contention previously was that the information regarding your responsibilities on an Official wasn’t obviously and easily accessible.
But, take note. It’s called:
So, some confusion could happen for those who were privy to the Terms of Conduct, Guidelines and Procedures originally released in 2021.
Ok whatever, the name is a bit different but the concept is the same.
I will preface the following by saying that the rules are exactly the same as the HelpCentre/Support page.
But here’s where I think the biggest issues lies:
April 2025 is when Funcom made the switch of third party ticketing systems from Zendesk to Helpshift. The Terms of Conduct, Guidelines and Procedures was shortly updated with the new links to Helpshift.
I checked multiple Official servers and none have the correct information.
I can see where some may, not knowing that a reply to the initial in-game ticket is probably required, feel compelled to access Request Help again and read the Guidelines, attempt to submit a new ticket via Zendesk then just give the hell up.
This needs a re-do.
Apologies on my rambling. I thought the information could be beneficial for some and provide insight on some of the concerns I have been seeing the past 6 months. Makes a lot more sense to me now.
