【LoR】答疑团队：我们是如何利用玩家的反馈的

以下内容转自reddit置顶帖，灰色内容为本人添油加醋。

伙计们好：

我是Jason（Riot Rexec），《符文之地传说》QA领导团队的一员。首先，我想向所有曾经花时间向我们提交错误报告的老铁们说一声感谢。我们非常感激，也很高兴看到大伙儿有足够的热情，自愿贡献你们宝贵的时间来帮助我们使LoR变得更好。

太长不看

如果你报告的是一个一般性的问题，或者与你的账户有关的具体问题（你的收藏品、货币、持续的网络错误、安装问题等），请直接到“玩家支持”网站报告问题：https://support-legendsofruneterra.riotgames.com/

如果你遇到的错误是在新的补丁之后开始的，或者与全新的内容有关，请将信息放到“错误报告”主题中。我们会在补丁后对该线程进行严格的监控。

多说点儿

我今天在这里发帖，是因为我想说明一下我们到底是如何接收你的报告的，这样你就可以做出最好的决定，选择在哪里以及如何花时间报告你的问题。

在大多数情况下，报告问题的最佳地点是LoR官网的“玩家支持”网站，这个网站的链接上面已经给出。在那里，我们有一个专门的代理团队来回答你的提交的表单，他们甚至能够立即解决一些特别影响你账户的问题。所有提交给“玩家支持”网站中的错误都会通过数据库连接到我们（答疑团队）这里，然后我们会将问题转交给负责这些功能的各个开发团队进行调查。

“玩家支持”通常是我们接收错误报告的最佳地点，因为：

• 我们可以帮助所有LoR支持的语言和地区的玩家（不仅仅是本地开发团队精通的语言）（意思是不包括大陆玩家）。

• 我们可以将玩家报告分组，这样我们就可以从日志、账户数据等方面获得大量的信息，以帮助我们整合并调查这个问题。这也可以帮助我们将报告分流，我们得以根据报告的数量决定优先调查/修复什么。

• 任何开发者都可以通过与“玩家支持”的代理团队取得联系并向任何玩家询问更多关于所提交问题的信息，而不仅仅是使用这个论坛（reddit）的玩家，也不仅仅是拥有拳头账户的人或是拳头员工。

• 在“玩家支持”中提交的所有报告都会被追踪，不会被遗漏或忽略。

• 在我们对收到的反馈进行故障排除时，反馈者账户信息不会被公众看到。

不过现在它确实有一个弱点，它比任何形式的直接通信都要慢。因此，对于任何我们想快速解决的紧急问题，这不是接收信息的最好的地方。

这就是reddit上的反馈收集帖真正发光的地方（reddit的LoR板块里，每个版本都会有一个置顶帖用于收集玩家的反馈），也是我们想感谢大家自愿在这里贡献反馈的原因。

一些拳头员工会一直潜伏在reddit中，同时我们也会安排人手拨出时间在发布新版本后直接调查反馈帖中收到的问题。这使得我们可以及时了解任何我们的遥测、错误或崩溃报告中无法看到的突发问题。

最后，作为一个一般性的提醒。

我们没有回复您的帖子或向您发送消息，并不意味着我们没有看到它！

在很多情况下，我们可能已经有修复措施，或是在我们的数据库中已经有这个问题，或者你的报告已经涵盖了我们要问的任何问题，因此我们不会通过回帖的方式向您收集更多信息。

以下是原文内容：

Hey folks,

My name is Jason (Riot Rexec) and I'm part of the QA leadership team here on Legends of Runeterra. First and foremost I’d like to first say thank you to all the folks that have taken the time to report issues they encounter in the bug threads. It’s greatly appreciated and amazing to see people passionate enough to voluntarily contribute their valuable time to helping us make LoR better as we go.

Too long, didn’t read:

If you’re reporting a general issue, or something to do with your account specifically (items in your collection, currency, consistent network errors, install issues, etc.) please go directly to player support and report the problem: https://support-legendsofruneterra.riotgames.com/

If you’re encountering a bug that started right after a new patch, or has to do with brand new content, drop info in the bug thread. We monitor that thread heavily right after a patch.

Too short, want more context:

I’m here today because I want to shed some light on how exactly we intake your reports so y’all can make the best decision on where and how you choose to spend the time reporting your issue.

In most scenarios, the best place to report an issue is the player support website for LoR. There we have a dedicated team of agents to answer your tickets and they’re even able to resolve some issues that are impacting your account in particular right away. All the bugs brought up to player support make it to us through a database connection where we then route issues to be investigated by the individual dev teams that own those features.

Player support is typically the best place for us to receive a bug report because:

• We can help players of all supported languages and regions (not just ones the local dev team is fluent in).

• We can group up player reports so we get a large amount of information from logs, account data, etc. to help investigate the problem all in one place. This also speeds up triage and helps us prioritize what we investigate / fix first by the number of reports.

• Any developer can reach out and ask for more information on an issue to any player through the player support agent, not just the players who utilize the subreddit and not just rioters that have a riot tagged account.

• All bugs reported there are tracked, so nothing gets lost.

• You can keep your account information out of the public eye as we troubleshoot versus comment threads.

Now it does have one weakness though, it’s slower than any form of direct communication. So for any emergent issues that we want to fix quickly this is not the best place to receive that information.

That’s where the bug thread and posts on the subreddit in general really shine and why we’re grateful folks voluntarily contribute here.

While some rioters are lurking in the subreddit all the time, we dedicate time for some folks to investigate issues in the bug thread directly after a new patch. This makes it so we can keep on top of any emergent issue that our telemetry, error, or crash reporting can’t see.

Lastly, as a general reminder.

Just because we don’t reply or message you about your post doesn’t mean we didn’t see it!

In a lot of scenarios we could already have fixes pending, have the issue in our database already, or your report already covered anything we would ask.