INX Gaming Tutorial: Using the support desk

In this tutorial we are going to go through the dos and don’ts of gaining technical help from the support team at INX Gaming.

Items covered in this tutorial:

The support desk
- How to find the support desk
- How to register
- Forgotten your password
- Still can’t login
- Submitting a ticket
- Viewing existing tickets
Live Chat

INX Gaming has a simple and effective method of dealing with all requests for support. These requests range from something as simple as “how do i restart my server” to something potentially more complex such as “my server crashes when it reaches 9 players at 11:54pm”. Many other hosts claim to have 24/7 support by phone, email, text, Facebook, MSN, AIM, MySpace and any other means of communication that are available. Many of these hosts are generally telling a little porkie and will only offer support in their spare time between school and going to their mates for a game of Call of Duty 4: Modern Warfare on the xbox. Call of Duty on a console you say? Anywho, back to talking about support! The tickets are managed by dedicated support staff in a systematic order ensuring the best support for you (the customer) and the best tracking of faults for us (INX Gaming).

There are various ways of of accessing the support desk, of which each of these methods are shown below.

Direct URL
INX Gaming website

This method is typing the link to the support desk directly into your favourite web browser. Simply type into your address bar. This will take you directly to the support desk in a jiffy. For future ease of use it is recommended that you add this address to your favourites/bookmarks.

Just as you would search for the latest movie coming out at the cinema, or the best present for your other half… just search for INX Support. This will return the INX Gaming support desk for you to click at your ease.

Dotted around the INX Gaming website and forum, there are numerous links back to the support desk. Under the ‘Contact’ tab will specify the working hours of the support desk. The support hours are 9am to 5pm – Monday to Friday excl public holidays. These hours are correct at the time of publishing.

To be able to use the support desk, you will need to have an account registered. This is a very brief process and will only take a matter of minutes to complete.

Firstly, you will need to navigate your way to the support desk (as shown above). Once you are there, click on ‘Register’.

Once you have click on register, you will be asked for a few basic details such as your name, email address and password. Please use the email address that you used for your MyINX account. If you use a different email address, your identity can’t be confirmed by matching email addresses and your support could be delayed.

Once you have entered all your details, click Submit. You will then receive a confirmation that your account has been created and give show you the details that you just entered.

Even though your account has been created successfully, you will need to verify your account. This is done by an automated email been sent to the address that you specified.

In the email is a link to activate your account. Simply click the link that is provided and your account will be activated and ready for use.

Have you been a n00b, or are you just having a senior moment and forgotten your password? Well, it is quick and simple to reset your password so you can get your much needed support.

Firstly, navigate your way to the support desk and click the ‘Lost Password’ link.

Once you have clicked the lost password link, you will be asked to enter your email address. This must be the email address that is used normally to access your support desk account. Once you have entered your email address, click ‘Submit’.

Once you have submitted your email address, an automated email will be sent to your account. This email will contain a password which you can use to access your account.

If you still can’t login to your account, you will need further assistance from the INX Gaming support team. This can be done by submitting an email to explaining your problem and providing details that may be pertinent to your problem. If you are receiving error messages, please state these errors within the email so that the issue can be identified and a solution brought to you promptly.

If you have any issues, you will need to raise a support ticket to register your issue. This is so that INX Gaming can see that you have an issue and keep track on the progress. Again, this is a fairly simple process that will only take a matter of minutes.

Firstly, login to the support desk and click ‘Submit a Ticket’. Upon clicking the submit a ticket link, you will be asked to select a department for which your ticket relates to. In this instance, there is only one department that is available for you to select.

Select ‘Helpdesk’ and then click next.

Once you have selected your department, you are now able to enter all sorts of details relating to your problem/question. We are going to go through this screen in sections relating to the colours that are used to highlight the various sections.

Subject – Purple/lilac/mauve

This is where you enter a subject or a brief description of your problem or question. Try and make the subject relative to your ticket. Instead of saying “I have a problem”, say something like “Server crashes on map change”. This just makes life that little bit easier when looking through your tickets.

Details – Blue

This is where you can enter all the details of your ticket. You can enter as much detail here as you wish. Just remember, the more detail or information that you can provide, the better. If you just say “my server crashes”, this isn’t going to give a lot of help to the person looking at the ticket. Instead, say “my server crashes when i change the map to de_dust but doesn’t crash when changing to any other map”.

This then helps out the support analysts when looking for a resolution to your problem. If you provide more information from the outset, you are more likely to get a faster resolution to your problem.

Knowledgebase Suggestions – Peach/tan

As you are typing out the details of your ticket the support desk will try and suggest solutions to the issue that you are having. It does this by looking at keywords in what you are typing and relating these words to the knowledgebase articles that are available. Some of these suggestions may help, but others may not.

If none of the suggestions shed any light onto your problem, then continue with raising your ticket.

Upload Files – Green

If you have any screen-shots of errors that you are having, you can attach these images to the ticket so that the support analysts can see the error that you are getting on your screen.

Once you have started to raise tickets, you will start to get a list available to look at. This is a very simple process. If you have chosen suitable subjects for your tickets, it makes browsing through this list of tickets that much easier. If you choose subjects such as “my server is broken” all the time, you will just see a list of tickets with that subject. It makes life very difficult in trying to locate a specific ticket. If you can make life easier… do it!

Login to the support desk and click ‘View Tickets’.

Once you have clicked view tickets, you will be shown a list of all tickets that you have raised. These tickets could be a few hours old, or a couple of years old.

Simply click on any of the tickets and you will be taken into the ticket to see all information relating to that issue.

INX Gaming has an active community of new, past and current customers all talking about various items that are on their mind. Whether it be how to install a mod on their server or the best way to butter toast… the questions are asked! As you have read, we have an active community of members. These members are not INX Gaming staff and are there to help others. This means that some of our members are not on the forum at all hours of the day and night, so please be patient if you are waiting for a reply to something. Along side this, some of the games that are hosted by INX Gaming are not as popular as games such as Counter Strike Source. This means that there won’t be as many users playing the same game as yourself. Again, in this instance we request you to be a little patient when you are waiting for a response for games that are a little less popular.

This method of communication between a GSP and its customers has its pros and cons. The pro of this tool is that you can get a quick answer for any sales query that you have. This could be a quote on a new game server, or on 8 servers.

Now a lot of GSP’s may offer live chat as a form of support for its customers. This is not a good method for many reasons. The short and sweet of this section is that live chat is not a support tool. DO NOT USE LIVE CHAT FOR SUPPORT!

I’m not sure if this can be made any clearer, but i think you get the idea :) If you have any support issues, please raise a ticket.

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