GS4-THANDIWE at 12:51, 6 June 2026

2026-06-06T12:51:35Z

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	Starting June 1st, we are changing how we perform customer service. We have a new CSGM role that we be aimed to specifically ~~handle~~ our in-game ASSIST and ~~REFERRALs~~. They will also be the ones that deal with some of the more challenging issues and communicate as a team when it comes to customer service issues that arise from time to time. This is to enrich the service we offer and to fine tune the quality of response.		Starting June 1st, we are changing how we perform customer service. We have a new CSGM role that will be aimed specifically at handling our in-game [[Verb:ASSIST\|ASSIST]] and [[Verb:REFERRAL\|REFERRAL]]s. They will also be the ones that deal with some of the more challenging issues and communicate as a team when it comes to customer service issues that arise from time to time. This is to enrich the service we offer and to fine tune the quality of response.

	APM Tivvy will ~~be leading~~ the program ~~and she will be~~ joined by SGM Elysani, GM Valyrka, and GM Kaonashi!		APM Tivvy will lead the program, joined by SGM Elysani, GM Valyrka, and GM Kaonashi!

	We will soon have a calendar that has specific entries on it, such as maintenance, and the onduty schedule will be listed on there so you know when a GM should be working. It won't be a guarantee and it may change week to week until we get into a groove. We plan to have far more coverage than we have previously had, but it might be more centralized in scope with the times.		We will soon have a calendar that has specific entries on it, such as maintenance, and the onduty schedule will be listed on there so you know when a GM should be working. It won't be a guarantee and it may change week to week until we get into a groove. We plan to have far more coverage than we have previously had, but it might be more centralized in scope with the times.

	As for Discord moderation and participation, we aren't going hands off, but we are no longer going to be inserting much backtalk from GMs going forward. If something comes up where moderation is needed, we will be deleted the comment and moving on. If it violates our ⁠discord-rules or Discord's Code of Conduct, warnings, timeouts, and bans will just happen. If you want to know why something happened, you can ASSIST in game and have a chat there.		As for [[Discord Code of Conduct\|Discord]] moderation and participation, we aren't going hands off, but we are no longer going to be inserting much backtalk from GMs going forward. If something comes up where moderation is needed, we will be deleted the comment and moving on. If it violates our ⁠discord-rules or Discord's Code of Conduct, warnings, timeouts, and bans will just happen. If you want to know why something happened, you can [[Verb:ASSIST\|ASSIST]] in game and have a chat there.

	We will no longer be answering official business in direct messages or emails unless needed. Everything will need to cycle through the game. You are free to continue to tag GMs who have the @+CanTag role, but anything that should be an assist needs to be handled in game.		We will no longer be answering official business in direct messages or emails unless needed. Everything will need to cycle through the game. You are free to continue to tag GMs who have the @+CanTag role, but anything that should be an assist needs to be handled in game.

	Please also check POLICY 12 as it has important information. It will get updated with the new CSGM role soon.		Please also check [[Verb:POLICY\|POLICY 12]] as it has important information. It will get updated with the new CSGM role soon.

	===tldr===		===tldr===

GS4-THANDIWE: Created page with "{{Announcement |category=General |subject=Customer Service Changes |author=GS4-THANDIWE |date=2026-06-06 |changelog=2026 }} Starting June 1st, we are changing how we perform customer service. We have a new CSGM role that we be aimed to specifically handle our in-game ASSIST and REFERRALs. They will also be the ones that deal with some of the more challenging issues and communicate as a team when it comes to customer service issues that arise from time to time. This is..."

2026-06-06T12:50:20Z

Created page with "{{Announcement |category=General |subject=Customer Service Changes |author=GS4-THANDIWE |date=2026-06-06 |changelog=2026 }} Starting June 1st, we are changing how we perform customer service. We have a new CSGM role that we be aimed to specifically handle our in-game ASSIST and REFERRALs. They will also be the ones that deal with some of the more challenging issues and communicate as a team when it comes to customer service issues that arise from time to time. This is..."

New page

{{Announcement
|category=General
|subject=Customer Service Changes
|author=GS4-THANDIWE
|date=2026-06-06
|changelog=2026
}}
Starting June 1st, we are changing how we perform customer service. We have a new CSGM role that we be aimed to specifically handle our in-game ASSIST and REFERRALs. They will also be the ones that deal with some of the more challenging issues and communicate as a team when it comes to customer service issues that arise from time to time. This is to enrich the service we offer and to fine tune the quality of response.

APM Tivvy will be leading the program and she will be joined by SGM Elysani, GM Valyrka, and GM Kaonashi!

We will soon have a calendar that has specific entries on it, such as maintenance, and the onduty schedule will be listed on there so you know when a GM should be working. It won't be a guarantee and it may change week to week until we get into a groove. We plan to have far more coverage than we have previously had, but it might be more centralized in scope with the times.

As for Discord moderation and participation, we aren't going hands off, but we are no longer going to be inserting much backtalk from GMs going forward. If something comes up where moderation is needed, we will be deleted the comment and moving on. If it violates our ⁠discord-rules or Discord's Code of Conduct, warnings, timeouts, and bans will just happen. If you want to know why something happened, you can ASSIST in game and have a chat there.

We will no longer be answering official business in direct messages or emails unless needed. Everything will need to cycle through the game. You are free to continue to tag GMs who have the @+CanTag role, but anything that should be an assist needs to be handled in game.

Please also check POLICY 12 as it has important information. It will get updated with the new CSGM role soon.

===tldr===
Look for the new team...

Announcement: Customer Service Changes - Revision history

GS4-THANDIWE at 12:51, 6 June 2026