We are very pleased to announce that we are making a significant improvement to the way that we provide customer support to our fans! After working very hard behind the scenes to get everything set up, we have just launched Phase 1 of our new help desk software implementation, which is powered by Zendesk.

Starting today, the old "Support Form" that we have been using for years is gone, and all support requests initiated from our Support FAQ will go to our new help desk software. This new help desk software will improve the reliability of our communications with our customers and provide faster response to people who need help with our games. This change does not affect our LDW forums, so you can continue to come here for community discussion and game questions.

Although the customer support features are all in place now, we are still adding content to the other areas of the site. We will continue to add new content until our entire FAQ/Knowledge Base is fully migrated. Once that process is complete, we will "retire" our existing Support FAQ, since the FAQ/Knowledge Base area of the new site has a very robust search feature that will help you find answers much more quickly than you can with our existing Support FAQ.

Again, we are very excited to be able to offer you better customer support, and we welcome any feedback you have for us on how it's working!

I think you probably made a good decision in going for Zendesk. I'm involved in beta testing (non games-related) software from a well-known corporation and they have introduced it recently for their next release. The testing seems to be going much more smoothly than previous betas from them I've been involved in, especially with regard to keeping us updated on the current position with our reports, and a couple of employees have specifically mentioned that they like using the new software as well.

So far, we've been very pleased with the process of setting up and moving our support to Zendesk. In fact, we just implemented the Phase 2 migration today, with all of our support emails going to Zendesk. It seems to be working properly, but if anyone has concerns about a support issue that they have submitted, please let us know here, and we'll look into it.

We have seen several instances where people have specified an email address that has been rejected by email providers - likely due to a typo when they were entering their email address. We wish there was something we could do about those, but we can't respond to invalid email addresses.

Just founc you again! Yeah! Playing new virtual village origins so glad there are new games out. You have been my favorite group. Welcome back from a grateful player.