Support and requests
Support turns a particular problem, suggestion or opinion into a private and traceable request. It does not replace the Help Center: it begins when the person needs to register their case and check their progress.
Types and categories
Request type
- Problem: something is not working as expected.
- Suggestion: proposal to improve the platform.
- Opinion: rating or comment about the experience.
- Other: case that does not clearly fit into the previous ones.
Functional category
The category directs the case to the appropriate context: Platform and navigation, Account and profiles, Tournaments and matches, Ranking and statistics or Other. You can provide a default person responsible.
Cycle of a request
New and Under review
The reference already exists and the team begins to classify, understand and assign the case.
In progress and Waiting for user
The agent is working on the application or needs additional information from the applicant.
Resolved and Closed
Solved indicates that a solution exists; Closed formally ends the cycle. An administrative reopening requires a reason.
Ownership, context and privacy
- Each person can only read their own requests; authorized agents can manage the set.
- The request preserves user, active profile, route and language of origin to better understand where it was reported from.
- Priority, assignment and transitions belong to the internal work of the support team.
- The state is not changed by freely editing the field: each transition goes through a protected action.
- The reference, first response, resolution, closure and last activity allow us to measure the attention of the case.
Current scope: the form, the reference, the own listing in cards and list, the filters, the search and the details are implemented. Attachments, user response from the website, website reopening and specific support notifications remain as partial availability. See Create and follow a support request.