New DTG On-Line Support Website Replaces E Mail Support

[drivertime61]

According to a post on UKTS, this website will eliminate e mail support entirely, after any outstanding e mail support requests have been responded to. The post also cited this announcement on DTG's Facebook page:

"As part of our continued drive to improve customer services, we are pleased to announce the release of a new player support system across all of our titles. This new system is available now and can be accessed at dovetailgames.kayako.com.

The new system replaces the email based system we have used previously, and allows us to answer queries from players more quickly and efficiently. It is hosted online, which means players can access the new system from any Internet enabled device, and search our Knowledgebase for answers to frequently asked questions.

Players can also track their own support calls, responses and history of previous support enquiries.

Please note, new support enquiries will no longer be responded to by email and should be submitted via the new system at dovetailgames.kayako.com. Existing support queries already submitted by email will remain open until resolved."

Al

http://dovetailgames.kayako.com/

[OldProf]

I just took a look at the Train Simulator section of the new DTG Knowledgebase, which is divided into 9 sections: Audio/Sound, DLC, General, Graphics, Hardware, Installation, Steam Workshop, Tutorial/Gameplay, and Support. Many of the topics already present deal with patently obvious matters, such as where to find user manuals, how to verify the cache, how to save and resume a scenario, etc. The replies from DTG that I've looked at strike me as far more competent and complete than anything I ever received through the old system, although the answer to the save and resume a scenario query does not mention using the F2 key.

Registration is required before submitting a "ticket": this process begins with submitting an e-mail address; then you wait for a confirmation message (given the ATT monopoly where I live, this will take anything from an hour to several days), which I imagine allows choosing a password.

The primary advantage of this new system appears to be that help requests

What I'm wondering is whether this Knowledgebase is intended to replace the long-languishing "WIKI".

EDIT: I received an extraordinarily fast reply to my request to subscribe and it turns out that the "Subscribe" button only subscribes me to the Knowledgebase. Finding out how to register for ticket (question) submission is a bit trickier, but can be done -- again, it involves e-mail verification.

[ex-railwayman]

It's not a bad system and it actually works, what with all the upheaval over the Soldier Summit route download problem yesterday, I sent a ticket in and got an answer back in about 8 minutes, and the e-mail was addressed to me personally, so, kudos to them for such a quick response.
Not too sure what happens at the weekend though if you have a query, I don't think the staff work 24 hours a day 7 days a week, time will tell.

Cheerz. ex-railwayman.

[OldProf]

Let's not bombard this new help system with questions on weekends and holidays just to find out what happens, okay? Although new, it's working and working very well: let's just be content with that.