Amaretto Breedables Customer Connection

Why do we need folders?

The reason we ask for a folder with your name and ticket number on it is because it’s easier to sort and look for a folder than it is to find an object or a horse/K-9/bundle/kennel and a notecard and it helps us help you faster and more efficiently!

Now the fun part ideally we want all folders to have 2 parts to their name like so (Your SL name (no display names please) – Your Amaretto Ticket Number (i.e JJC-xxx-xxxxx)) this will help us find your folder quicker and be able to quickly find your ticket number please be sure that your ticket number follows this format: JJC-xxx-xxxxx the easiest way is to copy and paste the ticket ID from the ticket system.

How did I create a folder?

Now creating a folder is easy all you do is right click (or command click if your using a mac) in either the My Inventory folder or another folder (like the Objects folder) and click New Folder then under the folder you clicked on a New Folder will be created and ready to rename to whatever you want to name it. Once you are done changing the name it will fall in order with the other folders and be ready to add your inventory to it. After you have placed the horses/K-9s/bundles/kennels and any additional information you can add for the ticket pull our name up in search and drag the folder over to us and we will get it (even if we are offline!) and we will respond in your ticket if more information is needed or if no info is needed you will have your fixed breedable sent back in the folder described at the end of this blog

THIS IS VERY IMPORTANT

A few things you need to do after filing a ticket.

1. You do NOT need to send a note card or an instant message to the CSR.

2. You DO need to reply to your ticket.

3. You DO need to reply in the original ticket.

4. If you do instant message a CSR have your ticket ID on hand, we talk to so many people when you randomly message we have no idea who you are. It may be awhile before we notice your IM, as we are working on fixing your breedables

5. Do NOT file duplicate tickets for the same issue.

How do I reply in the original ticket?

After you have logged in find the button on the top menu bar that says View Tickets. Once you are in this view you will see your ticket list. To view your ticket and make a reply click on the title of the ticket above the status bar for it. Once in the ticket you can post a reply in the upper right hand corner with the post reply button. Be sure to reopen the ticket or your response will not be seen

Please be proactive. Read every Customer Connection (that’s what we call these blogs). Know what’s going on so when you do file a ticket it’s not something that has already been addressed.

************IF A CSR REPLIES TO YOUR TICKET, AND YOU DO NOT RESPOND IN 3 DAYS THE TICKET WILL BE CLOSED************

Now when we send you back your fixed horses/bundles/K-9s/kennels you will get a folder like this ( in this case when i send the folder mine looks like this: Amaretto Horses/Bundles from maleficent Farshore -Repaired ) all folders from the CSR’s follow the same naming scheme Amaretto Horses/Bundles from CSR NAME -Repaired this way when you get the folder back you can use the inventory search feature to find the folder easily and be able to enjoy your fixed horse(s)/K-9s(s) sooner

There are a few things that you should always include in your ticket.

1. Make sure your full sl name is included, and any information that you have on the horse/k-9 such as UUID, name, or if your filling a ticket about a bundle/kennel be sure to include mothers name or UUID.

2. All tickets are addressed on the ticket system so if you don’t log in to see the Amaretto staff reply you wont get one. We will not contact you in world and will not be able to solve issues via note card, the ticket system keeps things recorded and organized making us more efficient and able to answer tickets faster.

DO’s

** Do include all transaction history if you bought a product and didn’t not receive in world or for a horse/k-9/bundle/kennel you bought and never went into inventory,or one that has duplicated

** Do send all horses/k-9’s/bundles/kennels in world in a folder with your name and ticket number, as many horses that are passed to us with no name they can easily get lost in our inventory.

** DO answer your ticket with in 3 days or it will be closed! It is our way of insuring all tickets are answered within 72 hours.

** DO reply to your ticket.

** DO reply in the original ticket.

DON’Ts

*** DON”T send items or notecards to a CSR that are not in folders with you name and ticket number

***DON”T file a ticket on a horse/k-9/bundle/kennel you don’t own, we may ask for the horse in world and you wont be able to send it!

***DON”Tt file several tickets for the same issue you can include multiple issues on one ticket, the more we have the longer it takes to get to them all.

***DON”T im a csr in world and ask why isn’t my ticket done! We answer them in order as received and we will get to yours ASAP.

*** DON”T send a note card or an instant message to the CSR. You can put note card in your folder with items or respond in your original ticket.

If you feel that you need to instant message a CSR have your ticket ID on hand, we talk to so many people when you randomly message we have no idea who you are.

Doing all of these things will ensure your ticket is answered and not left asking for more info because we can usually close a ticket if all info is included!

How to reply in the original ticket:

After you have logged in find the button on the top menu bar that says View Tickets.Once you are in this view you will see your ticket list. To view your ticket and make a reply click on the title of the ticket above the status bar for it. Once in the ticket you can post a reply in the upper right hand corner with the post reply button. Be sure to reopen the ticket or your response will not be seen

Please be proactive. Read the customer connection. Know whats going on so when you do file a ticket its not something that has already been addressed.

************IF A CSR REPLIES TO YOUR TICKET, AND YOU DO NOT RESPOND IN 3 DAYS THE TICKET WILL BE CLOSED************

Departmet Selections

1.Emailed Ticket ( do not file the ticket under this category as it is used only for the incoming queue for email based tickets)

2. Items Not Received / Non Delivery ( this category is used when you purchase something from us but don’t receive it )

3.Suggestions / Questions ( as the name suggests you can use this catagory to submit questions and or suggestions to us )

4.Beta Testing Bug Reports ( for our beta testers they can use this category to submit bugs they have found in any of our beta tests )

Horse has several Sub Categories :

1.General Horse Issue: ( use this one to post an issue not covered in the other categories )

2.Horse – Breeding Issue ( this category is used for issues where your horse is not breeding )

3.Horse – Broken Horse ( this is for when your horse stops working for whatever reason )

4.Horse – Food Issue ( this category is used for when something is wrong with your food )

5.Horse – Missing Horse ( This category is used to report when SL has eaten one of your horses )

6.Horse Movement Issue ( This category is used when your horses are experiencing an issue related to movement )

7.Horse – Broken Bundle ( This category is used when your bundle has stopped working and wont birth correctly )

8.Horse – Missing Bundle ( This category is used to report a missing bundle that is no where to be found )

Website has several Sub Categories:

1.Website Issue / Bugs ( Used to report general bugs or broken pages on the entire site )

2.Website – Login Issues ( Used to get help if the main website is not letting you login / reset password )

K-9 Department also has several Categories:

1.General K-9 Issue: ( use this one to post an issue not covered in the other categories )

2.Breeding Issue ( this category is used for issues where your K-9 is not breeding )

3.Broken K-9 ( this is for when your K-9 stops working for whatever reason )

4.Food Issue ( this category is used for when something is wrong with your food )

5.Missing K-9 ( This category is used to report when SL has eaten one of your K-9s )

6.Movement Issue ( This category is used when your K-9 are experiencing an issue related to movement )

7.Broken Kennel ( This category is used when your kennel has stopped working and wont birth correctly )

8.Missing Kennel ( This category is used to report a missing kennel that is no where to be found )

As you can see the K-9 Departments are set up to be familiar to current horse owners and new breeders alike

I hope this helps with the department selection.

When filing a ticket with “mother had second bundle” or
“never received mothers communication” we ask you for
parent information. Please don’t send the parents
send only the information which would be the UUID of the parents.
We need this information so we can find the right bundle for you.
So remember to copy down your parents UUID when getting the bundles.

*This also applies to K-9’s