Our ticket-investigation experience can also be applied to bring valuable insight during the design phase regarding potential future issues, such as unforeseen edge-cases which could cause problems if not addressed ahead of time.įinally, embedded GMs are responsible for trying to anticipate potential support issues associated with new features, and what capability we'll need to sort things out if something breaks. ![]() We are the frontline of the company so to speak alongside the Community team, and our role is to bring a player-centric viewpoint and perspective to the table.īased on trends in support tickets, we can for example highlight issues in the game which are not necessarily bugs, such as balancing problems. Our interactions with players in support tickets give us a great window into the needs of the community. In our experience, the embedding arrangement has been a great contributor to ensuring urgent problems are identified and actioned with as little red tape as possible. The GMs are often the first to hear of new bugs as they are reported to us in support tickets. This documentation forms the base of our internal knowledgebase for GMs. With new features come new GM tools another important documentation task is detailing usage instructions for these tools. DocumentationĮVE is a complex game with a notoriously difficult learning curve and supporting the game can be quite a challenge! GMs embedded in Dev teams are required to be experts on features released by their team and to ensure all GMs are aware of how exactly these features work, the liaisons create internal documentation for the GMs well before release day. Let’s expand a bit on the main benefits we've seen from embedding GMs in the Development departments. Important developments, if any, are then communicated daily to the Game Masters so we are all well informed of what's going on. The GMs attend their team's daily standup meetings to keep abreast of what's happening with the development of the game and keep the devs informed of emerging trends in tickets. On top of that, there's also constant communication between Customer Support and the Developers. CS feedback provided during design process - Potential future issue mitigation. ![]() Follow up on bugs, exploits and other live issues with the Devs.This is to ensure the GMs can support them! ![]()
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