Reds in the Help & Support Board

Omnem Occido·Mar 19, 2015·3 votes·4,806 views

Dear Reds, So I have had some technical issues recently, and I have been trying to get some help with them. I, however, have noticed that Help & Support Reds hardly ever post. I understand, they are probably busy a lot of the time, given how many technical bugs that pop up all of the time, but I feel that if there was a board where people truly need the help of the Rioters, it would be that board. I know that this system is a courtesy to us, the players, but I feel that if you are going to spend man-hours scanning the boards in things like Community Concepts, a few of those guys could pop into the Help & Support Board every now and then and see if they can't hunt down a few answers for the suffering masses. Thank you for all of the hard work you guys put into this game and the community. It is really appreciated by all of us.

19 Comments

Deep Terror NamiMar 19, 20152 votes

Your problem will get looked at if you submit a support ticket. If you're looking for input from fellow players, that is when you use the boards. The boards are for us far more than it is for them.

Omnem OccidoMar 19, 20152 votes

See, I never get any help from the support tickets. I don't get an email, no form of contact at all. I just get silence.

Deep Terror NamiMar 19, 20151 votes

You have to open up your Support ticket that you submitted and look.

Also, do your own troubleshooting and research before sending in a ticket. Most problems can be easily found using the right keywords and a little time on Google, and be fixed by yourself without wasting a Rioter's time.

DrakzulMar 19, 20151 votes

The thing is ANY rioter can look at the community concepts and post. NOT all rioters can fix bugs, in fact a good portion of them probably have no clue where to even begin on helping to fix it.

There will always be higher red traffic in the broader more open subjects, anything that requires specific knowledge... Not so much.

Omnem OccidoMar 19, 20151 votes

See, I get that, but I have to imagine that they know someone who does have the knowledge, and are sitting but a short walk away. I mean, it's a video game company, to not have people who are programmers in every office would be a little odd.

RiotZwillMar 19, 20153 votes

I mean, it's a video game company, to not have people who are programmers in every office would be a little odd.

It's not actually that odd.

For example, we're part of the group that's responsible for the publishing of League in North America. There are groups like us all over the world. There's not really a reason that we need an engineer or a programmer sitting in our area since they wouldn't really be touching the day to day work we're doing.

There are web designers and programmers of a different sort that work with us on a daily basis, but not, for instance, server engineers or game client engineers. For us to speak to those folks, we would need to walk to another building and potentially interrupt whatever work they're currently focused on.

What Drakzul said is fairly accurate. Our breadth of knowledge within the Studio is fairly broad, but in many cases specialized.

***That being said: ***Rioters of all types are reading the Boards. If we don't necessarily have the answer for something, a lot of us will do our best to bring it to the attention of someone who does, depending on our degree of comfort in doing so. They may not be responding to the post, but they're definitely around.

Also, keep an eye out for the Player Support Rioters who are regularly making appearances here on the support Board. They can often be found answering questions and addressing technical questions. In this case, the Red Tracker can be an extremely useful tool to help highlight those posts :).

-Andy

Urdnot EntarMar 20, 20151 votes

I could say something snide about Rioters not being able to find the QA people to bring up issues, or what not, but let's just go with this, since there's a Rioter here: Please do something about the bugfixing in this game. Many of us have been asking for years, and like many of the game-breaking intermittent bugs, our requests have gone un-addressed for years. The "Report a Bug" forum is and has been dormant when it comes to Riot posts, except for things that have little to no actual effect on the game. With the very rare exception, only isolated bugfixes show up in patches, and the ones that do get fixed pop up again with alarming frequency.

Omnem OccidoMar 20, 20151 votes

I appreciate you explaining this. I hope you don't mind if I ask you a quick question: is there a way to filter the Red Tracker for a specific board, or do I have to scour the Red Tracker for a post from the board I am looking for? I looked at the Red Tracker and I had to go down the list to about 5 days ago (from yesterday) to find the last Help & Support Red post, and there were a LOT of posts I had to sift through from the time I looked to then.

RiotZwillMar 20, 20151 votes

At the current time I don't believe there's a way to filter by board. It's a great suggestion though and one I'll pass along to the team in charge of the Boards platform development.

DaenMar 20, 20151 votes

It has been a widely requested feature for over a year, but thank you for offering to bring it up with the Boards team.

RiotZwillMar 20, 20151 votes

I don't doubt it :). Seems like a useful idea.

DaenMar 20, 20151 votes

Definitely. A clean and highly functional Red Tracker has the potential to be a really useful community feature as well, since it could potentially be a lot easier to consistently provide communication value to the people that want communication on certain topics.

Out of curiosity: Within Riot, are there ever discussions or qualms about certain people posting too frequently, to the point where they potentially drown out other Rioters' communication? I know we've seen times where a single Rioter fills multiple pages of the Red Tracker, and I'm curious as to whether that's ever discussed internally. This is another thing that would be almost entirely resolved by grouped posting and filtering.

RiotZwillMar 20, 20151 votes

The overall quality of posting is discussed, however we would never want to discourage Rioters from posting by being draconian in our judgement.

IOW: A Rioter being overly chatty is, IMHO, a good problem to have.

DaenMar 20, 20151 votes

A Rioter being overly chatty is, IMHO, a good problem to have.

Oh I completely agree, I definitely wasn't meaning for it to seem like a bad thing. There's a reason the chattiest Rioters are generally among the favorites in the community (KateyKhaos springs to mind), I was mainly curious about how that's thought about internally.

Thanks!

Ark Angel HFBMar 20, 20151 votes

[{quoted}](name=Riot Zwill,realm=NA,application-id=bzRrPGQO,discussion-id=KdUJ2RU6,comment-id=000100000000000100000000000000000000,timestamp=2015-03-20T20:34:06.044+0000)

The overall quality of posting is discussed, however we would never want to discourage Rioters from posting by being draconian in our judgement.

IOW: A Rioter being overly chatty is, IMHO, a good problem to have.

"IoW"? I only know of one thing that stands for.

RiotZwillMar 20, 20151 votes

In other words...you Dirty Dog you.

Ark Angel HFBMar 20, 20151 votes

[{quoted}](name=Riot Zwill,realm=NA,application-id=bzRrPGQO,discussion-id=KdUJ2RU6,comment-id=00010000000000010000000000000000000000010000,timestamp=2015-03-20T22:01:11.131+0000)

In other words...you Dirty Dog you.

teehee and...

Yeah, well, that's just, like, your opinion, man. ^_^

Omnem OccidoMar 23, 20151 votes

Day 9 without a single Red saying a word in Help & Support... Again, I know they are busy, but what is the point of the board if no one is going to help us?

Zergei AndropovMar 23, 20151 votes

I feel you bra...the same problems I have.......well with lags.....as if I'm the only one that has them on the whole map in EVERY game :C well we are going to YOLO out of it somehow....btw if I might ask what was your exact problem?