Implementation of the support portal is as simple as sending a game event. Once these events are received, they will appear in the Support Portal as a ticket.

Support Ticket events can be sent either via SDK or directly hitting the Event API.

Clients will need to create their own ticket submission interface, whether in-game or on a web app, for their players to fill out and include any manual fields. If no messaging is required, tickets can also be automatically sent, in the event clients want to just collect crash logs.

Please make sure to follow the sample event format below for best results:

payload = {
    "events": [
        {
            "created_at": "2024-04-01T00:00:00.001Z",
            "game_id": "product_name",
            "event_type": "support",
            "event": {
                "cs_version": "2.0",
                "event_sub_type": "cs_ticket",
                "session_id": "xxxx...",
                "player_id": "xxxx...",
                "device_details": {
                    "platform_id": "platform_name",
                    "app_version": "app_version",
                },
                "user_details": {
                    "wallet_id": "xxxx",
                    "name": "John Cena",
                    "email": "[email protected]"
                },
                "event_details": {
                    "event_label": "bug",
                    "subject": "This is a problem",
                    "text": "Description of the ticket",
                    "tags": ["tags"], // optional
                    "files": [
                      "url.to.file1",
                      "url.to.file2",
                      "url.to.file3"
                    ]
                    "custom": {
                      "custom_field1": "value1",
                      "custom_field2": "value2",
                      // add more custom fields as needed
                    }
                }
            }
        }
    ]
}

Please ensure the following is captured at minimum:

• event_type = support
• event_sub_type = cs_ticket
• emailif player messaging is desired
• text
• event_label to define the type of ticket
• cs_version Please ensure this is set to 2.0

Primary fields:

• event_label (req)
  • The type of ticket that has been submitted
    • Suggested:
      • Bug
        • Technical related issues.
      • Question
        • Desire for help or support.
      • Feature
        • Requests relating to game functionality.
      • Report
        • Disputes relating to other players.
      • Feedback
        • General user feedback.
        • Other
• subject (optional)
  • Summary of the ticket. 78 char max
• text (req)
  • Description for the ticket.
• Tags (optional)
  • Any labels to apply to the ticket(s).
• Files (optional)
  Any links to supporting files such as game logs, hosted images, etc.
• player_id (req)
  • Player’s id in the game.
• game_id (req)
  • Same as in the game events. Obtained via Application Management in the Helika Portal.
• name (optional)
  • If you would like players to provide a name to address them by.
• email (optional)
  • Required in order to communicate via email from the Support Portal.
    • Not required to send tickets.
• Custom fields (optional)
  • Any additional information that you would like to include with ticket submission.

Ticket Submission Interface

Currently, Helika does not support any kind of widget that can be embedded in various applications, to serve as the client interface to structure the cs_ticket event.

Your development team will be responsible for creating a templated doument that includes the necessary fields along with any additional information desired.

On submit, the form should fire the cs_ticket event with the associated user inputs.

Considerations

Please ensure that you either automatically include a player’s email address, or provide the option to input it, in order to be able to communicate with players from the support portal.

❗️

Typically, consent is requested to collect PII such as email addresses. Please ensure sure these collection methods align with your privacy or data policies.

🚧

Ingestion

Please be aware there may be up to a 15 minute delay for ticket ingestion on production, and up to 2 hours for staging.

Access Control

Admins can control which of their users have access to the support portal from the Account Management > Organization Management screen.

In the Organization Members section, three types of access can be assigned to any given user:

• Viewer
  • Can view all tickets in the support portal.
  • Cannot make any changes or send any messages.
• Editor
  • Full read and write access for all tickets in the support portal.
• None
  • User cannot access the Support Portal