Skip to content

Getting in-game support

The Gameboard platform comes with a built-in customer support interface so that competition hosts and administrators can assist players and teams. Gameboard is a "one-stop shop" and no outside apps or systems are required to track and measure issues reported by participants. Users who have been granted a role with the appropriate permissions can use the support feature to manage tickets.

Support from participant point-of-view

Creating new support ticket

You can create tickets from two places: the Support screen and the challenge screen. If you are coming from the challenge screen, then the Support Code, player id, and challenge id are automatically generated; if you are not, then this information can be added later.

From the Support screen:

  1. In the top navigation, click Support.
  2. Click Create Ticket.
  3. In the Summary, enter a brief statement of the problem.
  4. In the Description, enter a more detailed statement of your problem. Include error messages and other pertinent details.
  5. Under Attachments, attach files (especially screen shots) here.
  6. Click Submit.

After submitting the ticket, you can always add a comment and attach another file. Updates to a ticket are tracked under Activity. View a status change or an assignment change here too.

From a challenge screen:

These instructions assume you have enrolled in a game, started a session, and started a challenge.

  1. In the started challenge, scroll to the bottom of the challenge instructions.
  2. Click Create Ticket. Notice that the challenge is automatically populated in the Challenge field.
  3. In the Summary, enter a brief statement of the problem.
  4. In the Description, enter a more detailed statement of your problem. Include error messages and other pertinent details.
  5. Under Attachments, attach files (especially screen shots) here.
  6. Click Submit. Because you are coming from the challenge screen, a link to the game lobby is generated and Support Code is provided.

Finding an existing ticket

From the Support page, use the dropdowns and the Search field to locate specific tickets from all of the tickets you have submitted.

Filter tickets by status:

  • Any Status
  • Open
  • In Progress
  • Not Closed (Open plus In Progress)
  • Closed

Search by entering terms. Search covers ticket description, label, user, challenge title, and player.

Support from the Support role point-of-view

This section is meant for "support staff" - the people who are tasked with resolving customer service and technical support issues during a game. When we say "support staff" in the documentation, we mean those users given the Support role or a role that permits them to edit support settings, manage tickets, and view tickets such as Admin and Director.

Creating new support ticket (support staff)

The procedure for support staff to create a tickets is very similar to procedure for participants to create a ticket (see above). However, after a ticket has been created users with the Support role have more options to manage the tickets.

Managing support tickets

From the Ticket management side-bar:

Assigned to: Assign the ticket to another support person. The dropdown is filtered by users who have been granted the support role.

Status: Move the ticket through the support workflow. Tickets are Open, In progress, or Closed.

  • Open: Indicates that ticket has been reported, but not yet acted upon by support staff. The ticket is "waiting" on an action.
  • In progress: The ticket is actively being worked on.
  • Closed: - The ticket has been resolved and no longer requires action from support or participants.

Labels: Labels are tags or keywords used to categorize the ticket. A label is like a hashtag (#) used on Twitter, Facebook, and other social apps. Labels help when searching for an issue; labels also help when reporting on metrics from your competition.

Challenge: When a ticket is associated with a challenge - meaning that the ticket was created from within the specific challenge - the challenge support code is shown here. If the challenge field is blank, you can view the challenge(s) the player is a part of in the Challenge dropdown. Attach the correct challenge from here.

Player: When a ticket is associated with a challenge it is also linked to a team or player. If the challenge is a team challenge, then all of the members of the team can view the ticket.

Add a comment to communicate with the participant.

Copy to markdown

The Copy to markdown icon allows you to copy support ticket content to Markdown. You can paste it anywhere, including into a messaging app or email, with nicely formatted text, avoiding the need for links or logins to the Gameboard.

Support-related reporting provides you with a way to manage workloads and track trends during your competition. In the main menu, select Reports. Then click Support in the Reports screen.

See Using Reports for help understanding the Support reports.