Studio
We rebuilt player support around one queue
Four games, four inboxes and a 40-hour first-response time. Here is what we changed and what the numbers look like now.
- published
- written by
- [NAME], Player Support Lead
- reading time
- 4 min
- channel
- Studio
For two years each game had its own support inbox, owned by whoever on that team had time. It worked at one game and failed at four.
What changed
One queue, one triage rota, and a rule that anything involving lost purchases or lost progress is escalated on first contact rather than after a template reply. Everything else routes by game.
- Single queue with per-game routing
- Purchase and progress issues escalate immediately
- Public response-time target published on /support
- Deletion and data requests handled on a separate, auditable track
Account and data requests were deliberately moved off the general queue. Those have legal deadlines, and mixing them with "my drift score did not save" was the reason we missed some.
10
related