Location :
 

 

   
   
   
   
   
   
   
•  Helpdesk


First of all, what do you do when you have a problem, can’t find any answers in the forum or website and need some help? You can create a report or request in the Helpdesk system. The Helpdesk is constantly monitored by Customer Support staff who will analyze your problem and assist you in solving them or refer the problem to the technical team.

To create a problem report, just follow these steps to proceed:

Step 1
Click on "Open New Case"

You will see a Select Server screen. Simply click on the Game Name to choose the Game or Website  then choose the server which you have a problem with.

After selecting the game and server, click on the “next” button

Step 2
At the next screen, you will need to choose the subject of the report and type in the details. Just click on subject to choose the subject and the full description of the report or problem.

The screenshot has an example of description. Please make the description as brief as possible with important information such as Character Name, The event/problem that occurred,  Date and Time of the occurrence and in-game location. Please give your real location and ISP provider if you have a problem such as connection problem…etc.

Click on the “next” button to continue.

Step 3
You will now see a confirmation screen.  Please make sure of the information you had entered before submitting.

If you need to attach an image or screenshot of the problem, you can do so. Just click on the “If you need to attach any file, please click here” link.
Step 4
At the attach file screen, click on the “Browse” button to select the file you wish to attach from your PC. You can attach files of the following kind:
  • Jpeg, GIF image files
  • Text (TXT) files
  • ZIP/RAR files of a combination of images and text files.

Please do not send Word or Excel documents, videos or other files not specified above without prior approval from us.

Attached files should only be uploaded to support your problem report and not otherwise.

After selecting the file, click OK. Then click on the “submit” button to attach the file.

Step 5
You will see the following screen once your file has been successfully attached.

Click on the “proceed” button to continue.

Step 6
You will now go back to the Confirmation screen. Check the attached filename. If you wish to remove the attached file, just click on “Delete” or “Overwrite” if you want to change the file and upload a new one.

If you want a copy of the report to be sent to your email address, click on the “Yes” option as the screenshot below.

Click on the Submit button to continue and complete your report submission.

Step 7
You will see the following screen after your report has been successfully submitted

 

 • Checking Submitted Report Progress

You can view the status/progress of your case report at any time. The Support staff or GM will reply to your case if there is any update. Just login to Cubizone and proceed to the Helpdesk system.

Step 1
First of all login to Cubizone and go into the Helpdesk menu.

Click on Check submitted case(s)

You will see the following screen.  You will see several sections here:

  • If you had made a report for the game Perfect World, click on the View link on the right of the Perfect World Image, under Case Type.
  • If you had made a report for the Cubizone website, click on the View link on the right of the Cubizone Image, under Case Type.

Step 2
You will then be brought to the specific game/website section.

You will see all the problem reports or cases that you have submitted so far. Choose the case which you want to check the progress of and click on the View link on the right of that case.

Step 3
You will now see all the details of the case that you have submitted plus any replies that the Support Staff or Game Master has given regarding the case.

You can also view  or download the file that you had previously attached for the case.

 
 
Copyright © 2007 Cußinet Interactive Sdn. Bhd.. All Rights Reserved. A service by Cubinet Interactive Sdn. Bhd. Cubizone is a trademark,
and Perfect World and Cubinet are trademarks or registered trademarks of Cubinet Interactive Sdn. Bhd. or its licensor in Malaysia and/or other countries.
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