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Beamdog Support is moving to Service Desk

JuliusBorisovJuliusBorisov Member, Administrator, Moderator, Developer Posts: 21,119
Hello, everyone!

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

Aerakartypo_tillyAedan

Comments

  • Luke93Luke93 Member, Mobile Tester Posts: 1,400
    edited October 2019
    How can I have a look at the existing tickets (bug reports/feature requests)? Where are them?

    Oh wait, guess I need to register first...

  • JuliusBorisovJuliusBorisov Member, Administrator, Moderator, Developer Posts: 21,119
    Luke93 wrote: »
    How can I have a look at the existing tickets (bug reports/feature requests)? Where are them?

    Oh wait, guess I need to register first...

    This is not available publicly.

    typo_tillyAedan
  • Luke93Luke93 Member, Mobile Tester Posts: 1,400
    Luke93 wrote: »
    How can I have a look at the existing tickets (bug reports/feature requests)? Where are them?

    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)?

    kjerontypo_tilly
  • Luke93Luke93 Member, Mobile Tester Posts: 1,400
    This is not available publicly.

    Do you have some more info about this?

  • JuliusBorisovJuliusBorisov Member, Administrator, Moderator, Developer Posts: 21,119
    Service Desk works differently from Redmine, it doesn't show other users' report to users.

  • JuliusBorisovJuliusBorisov Member, Administrator, Moderator, Developer Posts: 21,119
    We have now migrated the biggest FAQ troubleshooting articles from Zendesk to the Service Desk:

    https://beamdog.atlassian.net/servicedesk/customer/article/1084882999

  • AedanAedan Member, Translator (NDA) Posts: 8,468
    edited May 30
    @JuliusBorisov
    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?

    Post edited by Aedan on
  • JuliusBorisovJuliusBorisov Member, Administrator, Moderator, Developer Posts: 21,119
    Aedan wrote: »
    @JuliusBorisov
    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 [email protected]

    Aedan
  • AedanAedan Member, Translator (NDA) Posts: 8,468
  • ArviaArvia Member, Moderator Posts: 1,332
    Oh. Seems that support has been moved for a while, and I only noticed it very recently.
    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.

    JuliusBorisov
  • JuliusBorisovJuliusBorisov Member, Administrator, Moderator, Developer Posts: 21,119
    Arvia wrote: »
    Oh. Seems that support has been moved for a while, and I only noticed it very recently.
    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.

    Arvia
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