Good morning, Community!
Today, I’d like to give you an update on petitions and the use of GMs/Customer Service. I’m going to be using “CS” as a shortcut for ‘people who are working on your issue’.
In Beta, we had 24,236 petitions. The average time to claim those petitions was 8 minutes, 35 seconds with an average resolution time of 14 minutes, 13 seconds.
That’s a lot of petitions and they were all resolved (on average) in less than 15 minutes.
Please read this before continuing.
During Beta, CS handled a lot of petitions that were not petitions. Things like quest help or bugs. This is not what CS is for. When you petition, it is for immediate assistance with issues like being stuck or if you are experiencing harassment.
In the past, we’ve been able to respond to every petition, even if that response is ‘this is a known bug’. We may not be able to do that in the future.
If your petition is closed without you being contacted, it is probably something that should not have been petitioned to begin with. Here are some examples of petitions that we get that are not something requiring immediate assistance:
Bugs.
- Please use /bug to report bugs.
Quest help.
- We cannot help you with quests. If you feel your quest is bugged, see above.
Information. We cannot help you with:
- What a mob drops, where it spawns, where the mob is, when the mob was last killed, who killed it last, or anything else relating to mobs
- What is or is not currently in the game
- Gameplay mechanics
- When the patch/fix is coming.
Advice. CS loves giving advice. Petitions are not the place to go to ask for it. Please use the forums or Discord.
Feedback.
- For feedback, please use /bug and select the “Feedback” category near the bottom.
Admin powers. We cannot use GM/Admin powers unless there is a verified bug.
- This includes recovering your corpse.
Do not petition for any of the above.
Of special note, we received a LOT of petitions about kill stealing in the starter/newbie yards during this last stress test. This is likely to occur at the start of EA and continue until the playerbase starts to spread out. Those are not kill steals. It is unfortunate timing (two or twenty people firing off at the same mobs at the same time) or lag. Do us all a favor and do not petition KSing in the starter yards for the time being.
EA begins on 2026-10-01 and we expect it to be very busy. The team is excited and we are looking forward to playing along side of you.
Be safe, have fun, good luck, and see you then!
