Use support reports and notifications
Handle player support reports, branch notices, and mobile notifications in a controlled, operator-safe way.
Support reports become visible work for staff and mobile notifications stay useful instead of noisy.
Before you start
- Decide which staff can review support reports.
- Set branch rules for notification wording and timing.
- Make sure player-facing features are enabled only after staff know the response process.
Review support reports
Support reports should be treated as a queue that needs ownership, not a background feed that nobody checks.
- Check new reports during the shift.
- Assign or resolve reports according to branch policy.
- Escalate technical or sensitive reports to the right person.
Use notifications carefully
Notifications should tell players something useful. Too many messages make players ignore them.
- Use clear, short wording for branch updates.
- Avoid sending repeated messages for the same topic.
- Confirm the intended branch or audience before sending.
Close the loop
After a report or notification causes staff action, finish the record so the next shift understands the status.
- Mark reports resolved when action is complete.
- Leave notes for unresolved cases.
- Review repeated reports during maintenance or staff training.
Verify it worked
- Staff know where to see player support reports.
- Notifications are targeted and useful to players.
- Resolved reports do not remain in the active queue.
Troubleshooting
Reports are ignored.
Assign report review to a staff role and include it in shift handoff.
Players complain about notifications.
Reduce frequency, clarify wording, and confirm the audience before sending.