Amaretto Breedables Customer Connection

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.