Support guide
On GitHub:
Bug trackers (where you can see all the issues):
- School Idol Tomodachi bug tracker
- Cinderella Producers bug tracker
- Stardust Run bug tracker
- Bandori Party bug tracker
Users have lots of ways to interact with us so we want to make sure that we read everything: to reply to their questions and comments, help them, just interact with them or moderate any inappropriate content (when we can).
- Go through your columns on Tweetdeck (Search, DMs, mentions) and read all the tweets you didn't read already
- Go through the activities:
- School Idol Tomodachi activities
- Cinderella Producers activities - ordered by creation so you don't miss any
- Bandori Party activities - ordered by creation so you don't miss any
- Assignees for Reddit + Facebook should check Reddit + Facebook
- Once in a while, try to also search on other social media like Reddit, Facebook, Tumblr, vk, you name it.
Say thank you, send lots of love, hearts, and positive attitude <3
- Never get angry
- Stay polite, nice and positive - the credibility of the site is at stake!
- If you think they might have constructive feedback to help improve, politely ask them for more feedback on what they don't like
- If they're trolling, just ignore them
Simply like the tweet/activity/comment/post. It shows them that the team took the time to read them and care about its users.
- Search the wiki for an answer
- If you can't find an answer, create a new wiki page to answer the question
- Reply to the user with a link to the wiki page
It helps standardize the answers, make them more complete, and help us save time when lots of people ask the same question!
-
Make sure it's actually a bug:
- Go to the site, try to reproduce, take screenshots
- If they just don't know how to use the site or didn't find a feature, explain them. See "If it's a question on how to use the website"
-
Search on GitHub to see if the bug already exists:
- If it exists, add a comment to the issue with a link to the message or a screenshot
- If it doesn't, create a new issue on GitHub explaining the bug + a link to the message or a screenshot
-
Say thank you for reporting to the user and tell them the staff team is going to look into this issue and fix it as soon as possible. Tell them that if they're interested in the development, they can follow the issue + send a link to the issue.
-
Whenever db0 works on the site, she'll go through the list of bugs and new features you submitted and take care of them, then update the site and notify the team on Twitter that the bug/feature has been fixed/implemented.
- Discuss with the staff team to see if it's a good idea or not
- If it is, do the same things than for bug reports
- If it's not, explain to the person who asked for it why it's not a good idea and thank them for their suggestion!
If it's about donations/money, technical things you don't understand or personal problems that you can't fix with staff permissions
Mention @db0 asking her to reply to the message herself.
- What are badges and how do I get them?
- How to change your profile picture?
- How to use a different profile picture for each different website?
- How to block someone?
- How to recover my password, username or email?
- How to delete my profile?
- How to change the art cover of my account on my profile?
- How to add multiple accounts?
- How to change the order of my accounts of my profile?
- How to delete an account?
- What are the tabs on the homepage about?
- What are Activities, and how do I add them?
- How to format activities to add links, images, colors, and more?
- How to add more than one image to your activity?
- How to crop images?