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What is a Player Expert?
We’ve partnered with a company called Directly to provide lightning-fast answers to your questions by enlisting the help of our knowledgeable and experienced community.
When you submit a ticket, your issue will also be visible to a group of hand-selected player Experts. The Experts will review your ticket and determine if they’re able to provide a speedy resolution. You will maintain your place in line throughout this process, and in many cases Experts can help resolve your issue right away.
Can the Expert see my personal information?
Nope, our Experts can only see the title and contents of your ticket. They can't see your name, user ID, or even if you've submitted another ticket in the past. Your privacy is important.
What if an Expert can't solve my problem?
Our Experts are equipped with tools and training that allow them to answer our most common inquiries on their own. Experts recognize issues that require a higher tier of investigation, and will escalate those to a KIXEYE representative as soon as they spot them.
Will I lose my place in line if an Expert replies to me?
Your position in our internal ticket queue is determined as soon as you submit a ticket. Experts can view and reply to your ticket while you wait, and you will never lose your original place in line.
What if I want to talk to KIXEYE instead?
You can escalate your ticket on your own, though we advise against it. We have many Experts online and active at all times of day, which means that if your ticket is resolvable by a player Expert you’ll receive a reply from them within a couple of hours, if not minutes. Depending on volume, it may take considerably longer to receive a response from a KIXEYE representative, so please keep this in mind if you request that your issue be escalated.
Can I be a Player Expert too?
Experts are specially selected for their expertise and experience in our games. If you are chosen, you will receive instructions in your email telling you how to apply. There is currently no way to “sign up” to receive an invitation, but being active and helpful in our community channels is a great way to stand out and be considered.