Using Troubleshooter

What is the Troubleshooter?

The Troubleshooter is a powerful feature designed to create streamlined issue debugging flows. It efficiently guides players through a series of steps to resolve their issues without the need to open a support ticket. By leveraging existing knowledge base articles and Collector elements, the Troubleshooter provides a self-service solution that enhances player support experiences both for the player and support.

Setting Up Your Troubleshooter

  1. Navigate to the Troubleshoot manager section in the Support application
  2. Click on Create new Category. These are the top level navigation items seen by the players

3. Build Your Flow

Your flow will have a tree-like structure. Start from the Step 1 by adding an optional 'Entry message' that is immediately seen by the player when entering the specific part of the flow.

Troubleshoot flow builder

Best Practices

  • Start Simple: Begin with your most common player issues
  • Use Clear Language: Ensure your questions and options are easy to understand
  • Keep it Concise: Aim for flows that resolve issues in 3-5 steps or fewer
  • Update Regularly: Revisit your flows monthly to keep them up to date

Limitations

  • Troubleshooting steps are not currently visible in search results
  • Each flow can only address one main issue category

Effective Troubleshooters

  1. Leverage Existing Content: Use your Knowledge Base articles within the flow to provide detailed information
  2. Strategic Collector Placement: Add Collectors at points where you need specific information from the player
  3. Clear Exit Points: Provide clear options for players to contact support if the Troubleshooter doesn't resolve their issue
  4. Gather Feedback: Include a step at the end to ask if the Troubleshooter was helpful

Remember, the goal of your Troubleshooter is to guide players to quick solutions. Keep refining your flows based on player feedback and support ticket trends.

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