Support site needs support itself

Community Halo Insider
1

Never have I ever seen a support system this terrible. It’s easy to find the support site (https://insidersupport.halowaypoint.com/hc/en-us), but from there, there is no indication on what to do next.

I first searched for “duplicate codes” hoping for something to come up. Well 4 articles came up, but when I click on them, there is no helpful information about the errors and or how to submit a ticket.

So I then searched “support ticket” and the first article has these lines in it:

"How to Submit a Ticket

  • First you will need to search our Insider Halo Support site for Knowledge Based Articles (KBAs) that may be relevant to the issue you are having. If there are KBAs around it, please let us know that the article you found was indeed helpful or relevant! - If your issue isn’t mentioned anywhere, please select Submit a Ticket located near the bottom of any KBA. - Please select the issue type that best resembles what you are trying to report. Note: All fields marked with a red * are required. - Please navigate through and fill out the report with all relevant information, attach screenshots, or links to videos of the issue. Providing as much information and as you can about the issue will better enable us to troubleshoot and address it faster. - Submit your ticket."I’m told to search for relevant articles… that’s what I did first, but still nothing regarding the ability to submit tickets came up.

Then as I was typing this out, I went ahead back to the home page (https://insidersupport.halowaypoint.com/hc/en-us) and clicked on one of the “promoted articles”. I scrolled through one of them and at the bottom is the “submit a ticket” button.

Why… is this super important function of the support site… hidden at the bottom… of non-relevant articles? If I have a problem with duplicate codes (in which i’ve received 2) and I go to the support page… why am I expected to click on an article titled “Balance Changes” to submit a ticket? Why is there not a massive “submit ticket” button on the home page or at least instructions as to how to find that page? I get it… you don’t want people jumping straight to submitting tickets without doing their research first. But I did… I used the support site and I searched for my problems and nothing helpful came up. If you want to have this system of searching KBA’s before people are able to submit tickets, then you have to provide instructions as to how to submit a ticket at the bottom of every single article and when the search results come up empty.

<mark>removed by moderator</mark>

^^^ that’s the link btw that’s hidden at the bottom of articles that are non-relevant to my support needs

2

It’s more than likely slightly hidden to prevent lazy people from sending tickets before reading what is already known. A trick that is commonly used to raise the quality of bug and statistical trackers. -Most people don’t have your patience nor actually take the time to rtfm :slight_smile:

Sadly a necessary evil when dealing with thousand upon thousand of anxious gamers that goes from 0 to 9000 in one millisecond. (Just read this forum)

3

> 2535462232512618;2:
> It’s more than likely slightly hidden to prevent lazy people from sending tickets before reading what is already known. A trick that is commonly used to raise the quality of bug and statistical trackers. -Most people don’t have your patience nor actually take the time to rtfm :slight_smile:
>
> Sadly a necessary evil when dealing with thousand upon thousand of anxious gamers that goes from 0 to 9000 in one millisecond. (Just read this forum)

I completely understand that. I went over that towards the bottom of the larger paragraph in the bottom. A fix would be to put the “submit a ticket” information at the bottom of every single article. In this case, me searching “duplicate code” would pop up some articles, and if I were to click on those articles, the bottom of them would all say “was this helpful? if not, then click here to submit a ticket”.