Difference between revisions of "Support Ticket"

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Latest revision as of 08:42, 31 January 2019

A support ticket is a way to communicate with the Staff if you have a problem that you cannot fix on your own after checking the forums and the FAQ page. The staff gets many tickets daily so please be patient if you submit one. You can submit a support ticket here.

What should I put in my ticket?

It depends on the type of ticket you are submitting. Here are the general guidelines for the most common types of tickets:

Player Harassment, KS/Looting/MPK, or Botting

Choose category Player Reports

Include the following information:
  • The character name of the offender
  • A brief explanation of what happened
  • Screenshots clearly showing the offender's character name and evidence of the offence (How to make and share a screenshot)
  • The following categories have special evidence requirements...
  • Botting:
  • Time & place (Type @time and /where)
  • Behavior: What behavior made you think this player was a bot? What were they doing?
  • Attempts to get a response from player. Say Hi. Ask if they are a bot.
  • Harassment:
  • If not in-game, include the forum or discord name of the offender.
  • Screenshots should clearly show you telling the offender to stop, and remaining disengaged while they continue the harassment.
  • More detailed guidelines can be found in the rule section on Harassment.
  • Kill-stealing (KS):
  • Screenshot showing that the monster(s) belong to you
  • Screenshot showing the offender attacking your monster after you warn them not to
  • Looting:
  • Screenshot showing that the monster(s) belong to you
  • Screenshot of the offender bending over to pick up the items dropped by the monster after you warn them not to
  • If the offender uses the “Greed” skill, the screenshot should show the “Greed !!” text flashing over their head with an area of monster items clearly be gone from your original pile.
  • Monster Player Killing (MPK):
  • Screenshot showing the offender luring monsters toward you
  • Screenshot showing mob of monsters attacking/killing you with no help from the offender
  • Screenshot showing that the offender left without apologizing
  • If the offender tries to help and apologizes, it was probably just a mistake, but if it happens again, include screenshots showing any additional occurrences of MPK.

Lost Items

Refer to the rule section on Recovery Tickets for additional guidelines.

Choose category Item Recovery

If possible, include as much of the following information as you can:
  • The names of the items lost
  • When you last saw the items
  • Which account you had the items on last
  • How you believe you lost the items
  • Whether or not anyone else has access to your accounts, and if so, who (No matter who it is, even if you trust them!)
  • Any proof of ownership you may have, such as a screenshot or a description of how you got the item

Password Recovery

Refer to the rule section on Recovery Tickets for additional guidelines.

Choose category Account/Password Recovery

Include the following information:
  • Your username, as well as any character names you might remember
  • The email address that you signed up for the account with. If you do not remember, list any that could be possible.
  • Whether or not you can still access that email address
  • Any old passwords you may remember

Bugs and Exploits

If you encounter something in the game that does not work as it should, is unbalanced, or allows players to gain an unfair advantage or profit more greatly than intended, it should be reported as soon as possible. If you discover what may be an exploit and you are not sure, ask a staff member. You will not get in trouble if you report what you find.

Choose category Bugs/Exploits

Include the following information:
  • The map(s) and/or NPC coordinates where the bug/exploit exists, or the name of the item/skill/etc if it does not involve a specific location
  • Any other details that would help us pinpoint what is causing the bug/exploit (What were you doing when it happened? What steps did you take to produce certain results?)
  • A screenshot of the bug/exploit occurring (if applicable)

Donation Issues

Choose category Donations

Include the following information:
  • The amount you donated
  • The date you made the donation
  • The transaction ID from PayPal

Sprite Customization

  • As of 2014, players may @request in game to change existing customizations for Service Tickets.

Otherwise, if the player wishes to customize to change to an unexisting customization:

Choose category Spend Credit Request

Include the following information:
  • Your username
  • Your password
  • Name of character with Kaho or Valkyrie Helm in inventory (Try to keep it on that character while the ticket is open)
  • The name of the item you want to change and what sprite you want to change it to
  • Acknowledgement of how much it will cost (See Service Fees)

Name Change, Guild Name Change, Character Transfer

Choose category Spend Credit Request

Include the following information:
  • Your username
  • Your password
  • The current name of your character/guild and the new name you want for your character/guild. Listing alternates could speed up the process if a name is already taken. (if applicable)
  • Username, password, and slot of the new account you wish the character to be moved to. If you are moving a character to a different player's account, they can create their own ticket and use the ticket number of your original ticket as reference so passwords do not need to be shared. (if applicable)

Be aware that if you are a guild leader, then name changes, character moves, and guild name changes cannot be processed until the next scheduled server maintenance! This is to avoid losing control of your guild.

  • Please see Gareth Morrowynd for Rollbacks, Unslotting, Guild Leader change, Homunculus name change, Pet name change, or Gender change.


  • Please note that all marriages can be performed in-game. Divorces are done in-game too.

Choose category Spend Credit Request

Include the following information:
  • The name of the baby character or one of the parents

Client Errors and Other Technical Issues

First, check Troubleshooting and/or Tech Support for help. Often times players who have had similar issues can help you with your issues.

If your issue is not covered there or players are able to help, then submit a support ticket:

Choose category General Questions

Include the following information:
  • Your username
  • The character(s) that are having the issue
  • Any relevant screenshots. If it is an issue with the client you may want to include a SS of your data folder.
  • Any relevant information to the problem. What were you doing when the issue arose? Is anyone else having this problem? Is the problem persistent/preventing normal gameplay?

Other Questions

If there are any questions that you do not wish to post on the forums, you may ask via support ticket. Choose category General Questions

  • Submitting a ticket for a general question is preferred over PMing a staff member directly.

Useful Tips

The most effective way to get a ticket answered as swiftly as possible is to include all of the information related to the issue you're having. That will cut down on the number of responses necessary to get all of the information needed. However, if you have a general question that doesn't involve any sensitive information, you may want to try the forums. Other players may be able to help you find the answer you're looking for!

Keep in mind that we love seeing friendships grow and develop on JellyRO, but we simply can't discuss other people's cases or tickets with anyone but the person involved. Please urge your friends to submit their own tickets!

Do not bump your ticket or to create tickets asking about the status of previous tickets; this will only slow down your response time, and it will not make your ticket get an answer any more quickly - in fact, it will simply make it take longer! Also, closing your ticket and opening another one will have the same effect; we know that it's hard to be patient, but submitting all of the needed information, leaving the ticket open, and waiting really is the fastest way to get it answered!

Please remember that the Staff are only human, and can only process so many tickets per day. Have patience, be polite, and your ticket will be answered! :)