AGSi Ticket Handling (Gamiom)

Product Support is not responsible for AGSI ticket handling.

Occasionally, we still receive random tickets emailed in to the support@playags.com address that pop up in our Astea queue. These are very easy, however I stress, please make sure its truly an AGSI (Online Gaming) issue. I strongly suggest that a member of support or TAC reach out to Emery, Thomas or Josh if it is not clear if its actually an AGSI ticket or not.

If it is an AGSI ticket, please take the below steps to get this information over to the correct group:

1. Go into the ticket, click on the attachments, and open the original email that was sent in.

2. Forward that email to:
   rmg-support@playags.com; sdailey@playags.com

3. CC:
   JLawson@playags.com; eredenius@playags.com

4. BCC:
   support@playags.com

5. add the ticket number with @@1 to the subject.

6. Once the email has been forwarded, update your notes in the ticket that state this has been forwarded to the AGSI group.

7. Lastly, you can close the ticket out (Both the activity and resolve tab). Everything can be left as AGS default.

Again, the above steps are only for those rare AGSI tickets that make it to the Astea queue.

A recent example of this is ticket SV0000508322 in which Christopher worked.

If there are any questions or concerns, please let me know. I’ll be more than happy to assist.

Thanks,

Examples

Megan Roberson
Community Manager II
Wind Creek Hospitality

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