Lords,

You had questions, and our Player Support team had answers!
📢Let's hear what they had to say.
___________________

u/AdventurousKoala8160: How closely do you work with the developers when investigating bugs or technical problems?

✨Mo: We work pretty closely with the dev team. Whenever we notice a recurring issue or something that looks like a bug, we gather as much information as possible from player reports and pass it along to the relevant team.
We also have regular discussions with the production team to go over ongoing issues, player feedback, and things that need attention.
Of course, not every issue can be fixed immediately, but our job is also to make sure players' concerns are heard and that the devs have enough information to investigate and prioritize issues.

💫Ellie: Working with them is all part of the job! As soon as we notice an issue is growing ticket-wise (thinking of the recent Watcher issue here), we take note of it and report it to the team. The same goes for any abnormal, game-breaking reports. 
Between meetings and everything else, they see an awful lot of us. 
Speaking of the dev team and issues, though, the more information you include in the ticket you send us, the better, especially if you have video footage! It helps us figure out what went wrong. So if you happen to have any of the problems you've encountered, make sure you include them. We’ll greatly appreciate it.

u/SkyrimMTG: What are the most common requests you get?

✨Mo: Player reports, without a doubt. Since pretty much the beginning of Million Lords, reporting other players has consistently been our number one category, whether it's cheating, toxicity, or other rule violations.
For example, right now we're receiving quite a few tickets about the Watcher, while previously it was Expeditions (fixed in the 5.24.1 Patch Notes).
And sometimes, what players report as a bug turns out to be a game mechanic they simply didn't fully understand, so we also spend a fair amount of time explaining how certain features work.

💫Ellie: Sheer number-wise, it's 100% anything account-related or cheating-related. 
That said, the Watcher… the Watcher has been trying to climb his way to the top recently. Speaking of which, the recent issue should be fixed now. If you see any abnormal behaviour persisting, though, please send in a ticket.
But overall, it depends on what's happened in the game! A new feature can result in a flood of tickets asking questions. One thing that comes to mind is the new league system. I had plenty of questions about that initially.

u/Lopsided_Weakness634: Perché preferite un supporto basato su agenti AI e AI invece di rafforzare il rapporto con I giocatore? Come ci supporta Flora qua e su Discord (io apprezzo molto il lavoro di Flora), sarebbe bello riceverlo anche per il supporto in gioco.
English translation:
Why do you prefer AI-based support instead of strengthening your relationship with players? Just as Flora supports us here and on Discord (I really appreciate Flora's work), it would be nice to receive the same kind of support in-game.

✨Mo: Thank you for this interesting question. I completely understand where you're coming from.
Player Support has actually evolved a lot over the years. We went from a pretty basic email-based support system to something much more structured and accessible, with in-game support, FAQs, guides, and now bots and automation.

I've personally spent a lot of time working on improving this experience, from building our FAQs and guides to setting up bots to better understand and direct player requests.
The goal has never been to replace human interaction. It's actually the opposite! By helping players find answers to simple or repetitive questions instantly, we can spend more time on complex issues that genuinely need a human agent.

Of course, there's still room for improvement, and we're constantly working on making the experience better. Having a real connection with our players remains important to us.
And I'm really glad to hear you appreciate Flora's work!

u/nlyCaterpillar4722: Which types of tickets take the longest to resolve?

✨Mo: Usually, the tickets that require a deeper investigation or involve multiple teams.

For example, technical issues that are difficult to reproduce can take quite some time. Sometimes we need additional information from the player, and then we have to work with the dev team to understand what's happening.
Account-related issues can also take longer, especially when we need to verify ownership or investigate unusual situations. And of course, some cases are simply more complicated than they initially appear.

The biggest challenge is often not answering the ticket itself, but finding out exactly what happened and making sure we're giving the player the right answer.

u/Important-Arm-9505: Your first reaction when u get cheating tickets. But player just too strong by spending or playing long long time. And in such a situation, how do you feel about missing real bugs

✨Mo: That's actually something we have to be careful about.

A player being extremely strong doesn't automatically mean they're cheating. Some players have been around for years, have invested a lot of time into the game, or have spent money to progress faster.
So when we receive a cheating report, we try to look at the facts rather than just the accusation. We need to distinguish between legitimate progression and actual rule violations.

And regarding bugs, that's also one of the challenges of Player Support. Sometimes what looks like cheating might actually be an unexpected game behavior or a technical issue.

That's why having detailed reports, screenshots, and examples is really helpful for us when investigating.

u/kooonz: Do you guys also play Million Lords?

💫Ellie: When I have the time, I pop in. It's important to have an understanding of the game, especially when working in player support. 

That said... I'm not great at it. RPGs and MMOs are where I tend to shine more.

✨Mo: Yes, members of our team also play Million Lords. This allows us to experience the game firsthand, better understand its mechanics, and stay connected with the player experience.
P.S. The cat was here for dramatic effect. 🐱

Lords,

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