Welcome to the weekly Help Desk news. In these weekly updates we will attempt to bring you the most up to date information, as well as provide some helpful hints for super duper deviantART fun.

Greetings, I am $hexentanz your Borg lead....er :> *starts over* Greetings, I am $hexentanz and I am the Help Desk Manager here on deviantART and I work along side my assistant +ewm. Now that you know who the Help Team consists of, let's get started!



Hexe's Corner

This week I would like to remind users about proper bug reporting. Awhile back the Help Desk team rolled out a guide entitled "How to: Submit a Bug Report", if you have not read this article already please do so as it contains some great information. If you have already please do so again as it will be a great refresher.

Another thing to add to this is to always make sure you have the latest version of your browser installed before making a report, as often an out of date browser may show an issue not present in the latest version, or worse may not show the site properly at all.

Please also be as detailed as possible when making reports, as this will save us asking, as most of you say "20 million stupid/annoying questions".



Ewm's Corner

I would like to take the opportunity to refresh everyone on the Category system on the Help Desk. When submitting a Help Desk ticket you are given several categories to put your inquiry in.



These categories help ensure that your ticket is reviewed by the appropriate authority. There are specific categories such as Account Closure Request, Policy Inquiry, Report Harassment, and Ban Inquiry, which are only handled by a specific team. If these inquiries are placed in the incorrect category $hexentanz and myself will need to escalate these to the appropriate team. While escalating is not a problem, this could cause some delays in the handling of your case. So if you need a reply fast this could potentially slow down the response time to your inquiry.



Here are few examples.



Example Message

Subscription Inquiry

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Hi,

I need this account closed please.

To ensure that your account closure inquiries are replied to as soon as possible the "Account Closure Request" category should be used.



Example Message

General Help

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Hi,

Several of my deviations were marked as copyright violations. Can you please tell me why this is?

This one is concerning a policy inquiry so it should be placed in the "Policy Inquiry Request" category.



Example Message

Subscription Inquiry

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Hi,

I accidentally purchased more than one subscription. If possible can the second one be refunded?

This ticket’s category matches up perfectly. This will make it easier for the accounting department to locate your Subscription related ticket.



By submitting to the right category this will help make sure your questions are answered in a timely fashion.



Bug Corner

The top issues being reported this week are...

Gallery Issues - Please see here for more information on this issue.

Msg Centre Issues - Comments in the msg centre vanish and re-appear on and off. If you're affected by this please contact the Help Desk, so we may run a tool aimed at fixing this on your msg centre. Users also experiencing comment ghosts should also contact the Help Desk for a fix.

Full View Counter Issues - Users are reporting that the full view counters on their deviations have stopped counting. To refresh why this is.. "Full view counts will most likely be removed entirely in place of a statistic on your main page that gives a total viewing of your gallery as opposed to just your main page", this change is still pending.



Weekly Tip

Always make certain to have the latest version of your browser installed. Doing so will lead to a much happier bug free browsing experience web wide.



Top 5

The top 5 most frequently asked questions for this week are...

FAQ #79: How do I submit artwork?
FAQ #161: I have not subscribed to deviantART and the site is asking me to renew my subscription. What's wrong?
FAQ #113: How can I close my deviantART account?
FAQ #635: I have not subscribed to deviantART and the site is suddenly telling me that I am a subscriber for one week. What's going on?
FAQ #607: I have heard the Help Desk Team often does Help Guides. Where can I find these?