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10/19/2017 - 23:32  EST

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Eliters Ticket System Last Update: 12/12/2011

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To make sure that your ideas, suggestions, inquiries, and complaints will have the proper attention, we advise you to use the Eliters Ticket System to make sure it is assigned to the concerned person.

The Ticket System is intended to replace all email and other Messengers communications with the Corporate and League Admin; Members need not to worry anymore about the person to address the communication; the Ticket System will take care of that.

  • All Members; Players, Admin and Staff, will be able to communicate upwards with the concerned League Admin and Corporate Staff.
  • The Corporate Staff will be able to communicate with the Leagues Administrators (HAs) using the Admin C Category on the Category List.
  • The League Admin (HAs and AAs) will be able to communicate with their League TDs using the Admin L Category on the Category List.
  • The following Communications will remain outside the scope of the Ticket System:
    • Players Votes using the Tourney Page Vote System.
    • Players Feedback on TDs using the Tourney Page Feedback System.
    • Admin and TD Notes on Players and Staff; using the TD Notes System available on the Admin Menu and all Admin Tourney Pages.
The Ticket System is designed in a way to raise up the Tickets to the higher position for processing:
  • If the HA is not available to process any ticket, the Leagues Director will have access to all the HA Tickets and must take the necessary action.
  • If the Leagues Director is not available to process any League ticket, the VP Leagues will have access to all these Tickets and must take the necessary action.
  • If any Director is not available to process their tickets, the concerned VP will have access to all these Tickets and must take the necessary action.
  • If VP is not available to process any ticket, the President will have access to all the Tickets and must take the necessary action.

The two main components of the Ticket System are: My Tickets and New Tickets. Each has a Tab on the My Tickets page at http://www.eliters.com/eliterstickets.

MY TICKETS

My Tickets is a detailed list of all Tickets issued by any Member or assigned to him/her.

  • A link to My Tickets is found on the following pages:
    • Eliters Main Menu.
    • Each League Menu.
    • Admin pages Top Bar.
    • VP pages Top Bar.
  • The My Tickets link is followed by a count of Updated Tickets (1).

The Tickets List will show only the Active Tickets; you may use the Search Button to show all your Tickets or the Closed ones.

An * will appear before the Ticket that was updated after your last visit to My Tickets.

An OUT Arrow will appear against all tickets sent by you, and an IN Arrow will appear against all tickets sent to you.

You can request to receive an email whenever there is a New Ticket assigned to you or a Ticket is updated. Go to http://www.eliters.com/games/main/edituser.asp and Select Receive in the new box Email Tickets:

The My Tickets is a detailed list includes the following Columns:

  • Number; starting with Incoming and Outgoing Arrow symbols and followed by the Ticket Serial Number.
  • Subject; the Ticket subject as entered by the Ticket originator.
  • Category; the Category and Sub Category as selected by the Ticket originator.
  • Status; the Ticket Status (New, Updated, Resolved, Forwarded, and Closed).
  • From; the Membership Status and ID of the Ticket originator.
  • To; the ID of the Ticket recipient (the Assignee).
  • Position; the Position of the Ticket recipient (the Assignee). If the Assignee is a HA, the Position will show the League.
  • Created; the date the Ticket was created; the Time if it is the current date.
  • Updated; the date the Ticket was updated; the Time if it is the current date.

You can Sort all the Tickets by any Column Ascending or Descending by clicking on the Column Title.

SEARCH TICKETS

You can Search the Tickets under 3 Filters:

Search Keywords

Enter any Keyword and the system will search for it in the Subject, Body and Category fields of the Ticket.  This can be achieved in many formats including:

  • Enter Full Word; such as Tourney; the Search will find all Tickets having the word Tourney in the Subject, Body and Category fields.
  • Enter Part of the word followed by a star (*); such as cana*;  the Search will find all Tickets having the words starting with cana (canay, canap etc) in the Subject, Body and Category fields.
  • Enter 2 or more words with +; such as canay+tourney;  the Search will find all Tickets having both the words canay and tourney in the Subject, Body and Category fields.
  • Enter Attachments:True;  the Search will find all Tickets having attachments.
  • Enter lid:xxx; such as lid:bgy; the Search will find all Tickets related to the BGY League.
  • Enter lid:xxx with +; such as lid:bgy+idea; the Search will find all Tickets related to the BGY League and having the word idea in the Subject, Body and Category fields.
  • Enter Category:xxx;  such as Category:Staff; the Search will find all Tickets having the Staff Category.

Category

Enter any Category/Sub-Category from the Drop down List and the system will find all Tickets using this Category.

Ticket Status

The above Filters can be also searched based on the following Ticket Status:

  • All Tickets
  • Active Tickets
  • New
  • Re Opened
  • Updated
  • Forwarded
  • Resolved
  • Closed.

NEW TICKETS

A New Ticket may be created from any Eliters page as follows:
  • Eliters Home page and sub pages.
  • All League Home and sub pages. New Tickets will automatically carry the League ID.
  • All Tourney pages; using the New Ticket Link at the Bottom of these pages right after the Feedback Link. New Tickets will automatically carry the League ID and Tourney ID.
  • All Admin Main and sub pages including the Tourney Admin pages; using the New Ticket Link at the Top Bar. New Tickets will automatically carry the League ID and Tourney ID.
  • All VP Main and sub pages; using the New Ticket Link at the Top Bar.

The New Ticket page shows a list of Categories and Sub Categories; it is a comprehensive list of all possible contact issue and the position it will be assigned to; to help find the right Category to use.

The main components of the New Ticket Form are:

  • Category; the Category and Sub Category representing the Issue discussed in the Ticket. If a HA is the person to assign the Ticket to; a League Field will appear, so you can select the League. As soon as you enter the Category;  a Notice will show under the Category Selection Box to advise you on to which person this Ticket will be assigned.
  • Subject; the Ticket subject; it should be clear and concise; don't use CAPs or vague subject title such as hmmmmm, or a question, or we have a problem.
  • Body; the Message text; don't use CAPs or images. The Message Field allows the use of Basic HTML, adding Links and copying Word documents. Never include more than one issue in the same Ticket.
  • Attachments; you can attach any document or screen shots supporting your Ticket; click Attach a File and open or add any of the documents saved on your computer. Attached Files will show in the body of the Message, as well as at the top of the Ticket.
  • Submit Ticket.

Check your Tickets as frequently as possible; to see if you have any reply to your Ticket or to process the Ticket. To see the Ticket and all Attachments and replies; click on the Ticket Subject on My Tickets List. You may then take one of the following actions:

  • Reply to any query or complaint or question; this will turn the Ticket Status to Updated.
  • Reply and Resolve the Ticket in case you believe that you have resolved the issue; this will turn the Ticket Status to Resolved.
  • Change the Category to forward the Ticket to the concerned Staff (The New Ticket and Reply pages have a complete list of Categories and to whom it is going to be directed or assigned).
  • Close the Ticket as soon as you read the Reply and you get the answer to your query or question; this will turn the Ticket Status to Closed.
  • If you want to Re Open the Ticket after it is Closed, just add another Message and Click Submit.

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