Beamdog Support is moving to Service Desk
JuliusBorisov
Member, Administrator, Moderator, Developer Posts: 22,754
Hello, everyone!
For several years, we’ve been using Zendesk and Redmine to track reports and provide customer support for our D&D games:
After a thorough evaluation, we’ve made the decision to move our support and issue tracking into one place: Service Desk. This will help us keep track of all your feedback and reports.
Don’t worry: we'll copy over your existing issues from Zendesk & Redmine. Thanks for all your feedback & reports over the years. Looking forward to hearing from you at the new site:
Beamdog Service Desk
Details
For several years, we’ve been using Zendesk and Redmine to track reports and provide customer support for our D&D games:
- Baldur’s Gate: Enhanced Edition
- Baldur’s Gate II: Enhanced Edition
- Icewind Dale: Enhanced Edition
- Planescape: Torment: Enhanced Edition
- Neverwinter Nights: Enhanced Edition
After a thorough evaluation, we’ve made the decision to move our support and issue tracking into one place: Service Desk. This will help us keep track of all your feedback and reports.
Don’t worry: we'll copy over your existing issues from Zendesk & Redmine. Thanks for all your feedback & reports over the years. Looking forward to hearing from you at the new site:
Beamdog Service Desk
Details
3
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Comments
Oh wait, guess I need to register first...
This is not available publicly.
Oh, that's a pity.
Why? I mean, how can we check if something has already been reported (in order not to make duplicates)?
Do you have some more info about this?
https://beamdog.atlassian.net/servicedesk/customer/article/1084882999
When Redmine was the bug/feature request tool, I opened several tickets (most of the time, they were about the creation of new strings to allow femal translations for some tooltips + some Italian audio tracks that needed to be fixed).
How can I know if they were ported in Service Desk?
As far as I know, the requests regarding the Translation site are documented and known internally. However, any translation-related questions should be sent to loc@beamdog.com.
One used to be able to send an E-mail to the support to ask for Steam keys after buying a game directly from Beamdog. I tried it these weeks after buying IWD:EE, the message came back, announcing that support had been moved. The site that I found guides me through troubleshooting advice or forms to report bugs or other trouble, it seems. Is there still the option and I just haven't found it?
I mean, I can totally live without the Steam keys for IWD:EE, but it was nice to get them for the other games, so I'm just asking if it's still possible.
Yes, it's still possible. Shoot your request under IWD & PST on the new site, and our support will get to it.
There’s no obvious way to read comments and chrome on iOS works as expected.
There is still an open ticket I made earlier, just in case it fell out of the automated forewarding.
Hi Julius,
Fair enough, but people on iOS and Safari aren't a small minority. I noticed there are issues with password resets on this new site. (I could be banned though, I don't know, I tried to log in to help out an old friend). It always says the same thing: "Failed to authenticate your password reset request. Try using the reset request form again."
I have sent them many times without receiving any answer...
They would have been better off naming the files the same as in the original, making their modded crap optional, and just updating things that allow these to run on the newer computers, such as untying the timer in the BG games from the Bios Clock.
They do not provide visibility into the ticket system, because they do not work our tickets.