Studio
Four games, four inboxes and a 40-hour first-response time. Here is what we changed and what the numbers look like now.
For two years each game had its own support inbox, owned by whoever on that team had time. It worked at one game and failed at four.
What changed
One queue, one triage rota, and a rule that anything involving lost purchases or lost progress is escalated on first contact rather than after a template reply. Everything else routes by game.
- 01Single queue with per-game routing
- 02Purchase and progress issues escalate immediately
- 03Public response-time target published on /support
- 04Deletion and data requests handled on a separate, auditable track
Account and data requests were deliberately moved off the general queue. Those have legal deadlines, and mixing them with "my drift score did not save" was the reason we missed some.