Heyo Highrisers 
,
damshoe here. I’m the PX Team Lead here at Pocket Worlds.
Today we’re excited to share a big upgrade to how player issues are reported and tracked: our brand-new ticketing system. This change is all about improving transparency, speed, and communication whenever you run into a problem in Highrise.
Why We Made This Change
Until now, reporting an issue has been a bit of a black box. You could send a report, a PX agent might confirm it was added to our database, and then… nothing. There was no easy way for players to know:
- Did my issue actually get logged?
- Is anyone looking at it?
- Has it been fixed in the latest update?
This left many players waiting for confirmation that never came. The new ticketing system is designed to solve this by giving every report a clear ID, a trackable status, and real-time updates.
How It Works
From now on, whenever you report an item or app issue, your report will automatically generate a ticket in the system. You will receive live updates on the status of your ticket. You’ll also be able to track updates through phone and email notifications. (example below)
Other topics (like events and sales) will still be handled directly through support conversations.
Ticket Flow: From Report to Resolution
Here’s how the flow now works when you report an issue:
Ticket Created → You file a report, and a ticket is automatically generated.
Reported to PX Team → Your issue is logged in our system.
Assigned to Agent → A PX team member is assigned to investigate.
In the middle of the process, your status can change based on the ticket interaction. Status updates happen automatically based on ticket interactions, so you’ll always know what stage your issue is in. Below are the possible status changes.
Resolved Live → If the issue can be fixed immediately, the agent will resolve it on the spot.
Requires App/Server Update → If it requires an app or server update, your ticket is given a ticket ID and added to the official issue tracker.
Needs Additional Feedback → If we need more details, your ticket moves here and you’ll get a prompt to respond.
Resolved by PX Team → Once the fix is live, your ticket closes and you’ll get a notification.
Looking Ahead
This is just the first step. We’re treating this rollout as a foundation for even better transparency between players and the team. There might be small hiccups at launch, so feel free to give us feedback by reaching out to my Highrise character, damshoe, or on the official Discord.
Thank you for helping us make Highrise a fairer, clearer, and more supportive community 