Overview
You can enable customized contact reasons to allow admins to have some visibility and prioritizing over the live issues that are called in for your events, both Club Queues and Tournaments. Enabling this is totally optional, and must be configured individually for each Tournament and Queue separately.
By default, your participants will call in live issues (i.e., "tickets") without any selected contact reason. See the current versus new flow below:
Setting Up
To set up the custom Contact Admin Reasons, you must at least have a Senior Admin role on Tournaments, and the Manage settings permission on the Club Queue.
Club Queues' Contact Admin Reasons panel is currently limited to the 'owner' role!
Navigating to the setting:
- Tournaments: Navigate to Tournament -> Admin -> Live Issues -> Click the Gear icon
- Club Queues: Navigate to Club Admin -> Queue Issues -> Select your Queue -> Click the Gear icon
Customizable Contact Admin Reason options:
- Optional Maximum of four (4) text-based reasons (max 60 characters)
- Optional "Other" contact reason option, where the requester must input a custom reason, limited to 280 characters
Once configured, when a participant clicks either contact reason option and submits it, they will no longer see it, but it will be visible and editable to the competition organizer.
F.A.Q.
Q: Where can I see the statistics of the live issues per configured custom Contact Admin Reasons for my competition?
A: At this time, there are no statistics pages available for this. If you are running large competitions, after the competition concludes, please reach out to your Organization's assigned FACEIT Partnerships Manager or partnerships@faceit.com.