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Celestial Games CSR (FAQ)
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Knowledgebase Celestial Games CSR (FAQ)

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Question: What is the role of a CSR in Celestial Games?

Answer: A CSR (Customer Support Representative) is a volunteer who assists players, answers their questions, and ensures a smooth gaming experience. CSRs are also moderators, responsible for maintain...
Question: Are CSRs moderators or admins?

Answer: CSRs are moderators, meaning they help enforce the rules and ensure respectful discussions. However, they are not administrators and do not have the power to ban players. If necessary, they c...
Question : Can CSRs help with technical or payment issues?

Answer : CSRs can assist with general gameplay questions and technical issues within their scope, but for payment-related matters, they must forward the request to the appropriate administrator, eith...
Question: Do CSRs receive any special advantages?

Answer: No, CSRs do not receive special advantages. Their role is entirely voluntary and focused on supporting the community. While they may sometimes test new products before release, this is not a ...
Question: Are CSRs paid for their work?

Answer: No, the CSR role is completely voluntary. It is not a paid position, and CSRs contribute because they enjoy helping the community.
Question : Can a CSR discuss upcoming game updates?

Answer : No, CSRs must keep all unannounced projects and game developments confidential. They are only allowed to discuss upcoming updates if explicitly instructed to do so by the creators. Leaking c...
Question: What are the responsibilities of a CSR as a moderator?

Answer: As moderators, CSRs must ensure that the group chat remains respectful and welcoming. They should remind players to follow the rules and address any inappropriate behavior. If necessary, they...
Question: What topics can be discussed in the group chat?

Answer: Discussions should focus on Celestial Games, but occasional off-topic conversations are allowed. However, conversations must remain respectful, and CSRs should ensure that the group environme...
Question: What should a CSR do if they receive a ticket they cannot resolve?

Answer: If a CSR encounters an issue beyond their authority, such as a payment problem or a technical bug, they must forward the ticket to the appropriate department. They can inform the player that ...
Question: Can a CSR override game rules or make exceptions?

Answer: No, CSRs must follow and enforce the official game rules. They do not have the authority to make exceptions.
Question : How can I become a CSR?

Answer : To become a CSR, simply open a ticket and select the option to apply for the CSR role. You will need to fill out a form and submit your application. After reviewing your submission, you will...
Question: Is a CSR required to be available all the time?

Answer: No, CSRs are volunteers and are not required to be online at all times. However, they should be active and respond to players whenever they can.
Question: What should a CSR do if a player does not follow chat rules?

Answer: A CSR should remind the player of the chat rules and ask them to comply. If the behavior continues, the CSR should report the issue to an administrator.
Question: Can a CSR refuse to help a player?

Answer: A CSR should always try to assist players within their abilities. However, if a player is disrespectful or insists on a request beyond the CSR’s role, the CSR may politely refuse and report t...
Question: Do CSRs have to use specific language when responding to players?

Answer: Yes, a CSR must always remain polite and professional in their responses, even when dealing with frustrated or aggressive players.
Question: Can a CSR replace a lost item for a player?

Answer: No, a CSR cannot give or replace items. If a player loses an item, they must submit a ticket so the administrative team can review the situation.
Question: What should a CSR do if a player reports a bug?

Answer: A CSR can try to assist the player by suggesting simple troubleshooting steps. If the issue persists, the CSR should advise the player to submit a ticket with a description of the problem and...
Question: Can a CSR express personal opinions about the game?

Answer: A CSR can share their opinion but should always remain neutral and avoid negative criticism in public. They represent Celestial Games and should maintain a professional attitude.
Question: What should a CSR do if a player criticizes them or accuses them of being unfair?

Answer: A CSR should stay calm and respond professionally. If the issue is serious, they should report it to an administrator to prevent any escalation.
Question: Can a CSR handle refund requests?

Answer: No, all refund requests must be directed to Vynk Boccaccio or UtopiaSales Resident. CSRs can inform players about the refund policy but cannot process refunds themselves.
Question: Are CSRs allowed to share internal team discussions?

Answer: No, all internal discussions and information about upcoming updates must remain confidential unless explicitly authorized by the creators.
Question: What happens if a CSR is inactive for a long time?

Answer: If a CSR is inactive without prior notice, their role may be reassigned. If a CSR needs to take a break, they should inform an administrator.
Question: Can CSRs participate in normal player discussions?

Answer: Yes, CSRs are still players and can chat with the community. However, they should always maintain a respectful and professional attitude.
Question: Can a CSR help outside of official support channels?

Answer: Yes, a CSR can assist players in group chat or privately, but they should always direct players to official support channels (like tickets) for major issues.
Question: Can a CSR ban or punish a player?

Answer: CSRs do not have the power to ban players, but they can mute a player in the group chat if they repeatedly violate the rules. If the issue persists, the CSR should report the problem to an ad...
Question: Can a CSR assist a player outside of their role?

Answer: CSRs must stick to their official responsibilities. They can provide gameplay advice and help with certain technical issues, but they should not get involved in private transactions or person...
Question: How can I report a CSR who is abusing their role?

Answer: If you believe a CSR is not following the rules or abusing their position, you should report the issue by opening a ticket and providing evidence (screenshots, chat logs, etc.). The administr...
Question: Can a CSR play while on duty?

Answer: Yes, a CSR is still a player and can enjoy the game. However, when they are on duty, their priority should be assisting players and enforcing the group rules.
Question: Can a CSR mute a player in the group chat?

Answer: Yes, a CSR has the right to temporarily mute a player from speaking in the group chat if the player violates the rules. However, any disciplinary action must be justified and reported to an a...
Question: Can a CSR resolve all technical issues?

Answer: A CSR can help with some technical issues related to the game, but only within the scope of their knowledge and permissions. More complex issues should be forwarded to administrators.
Question: Are CSRs employees of Celestial Games?

Answer: No, CSRs are volunteers who help the community. They are not paid, and their role is based on commitment and passion for the game.
Question: Can a CSR refuse to help a player?

Answer: A CSR should always try to assist players as much as possible. However, if the request is outside their scope or if a player is being disrespectful, they can escalate the issue to an administ...
Question: How long does the CSR role last?

Answer: There is no set duration. A CSR can perform their role as long as they follow the rules and fulfill their responsibilities. If they no longer wish to be a CSR, they can request to step down t...
Question: Can a CSR assist with issues related to in-game events?

Answer: Yes, CSRs can assist with questions or issues related to in-game events, such as explaining event rules or guiding players on how to participate. However, any unresolved event-related issues ...
Question: Are CSRs responsible for moderating external platforms or social media?

Answer: No, CSRs are only responsible for moderating in-game chat and official game-related groups. Moderation of external platforms or social media is the responsibility of the administrators or the...
Question: What should a CSR do if they are unsure how to resolve an issue?

Answer: If a CSR is unsure about how to resolve an issue, they should seek guidance from an administrator or escalate the matter to the appropriate department. It is important to not make decisions o...
Question: How can CSRs ensure they are performing their role effectively?

Answer: CSRs can ensure they are performing their role effectively by being proactive in assisting players, adhering to game rules, and communicating with administrators when necessary. Regularly rev...
Question: What should a CSR do if a player continues to break the rules after being warned?

Answer: If a player continues to break the rules after a warning, the CSR should report the issue to an administrator, who will take appropriate action. CSRs cannot impose direct penalties.
Question: What happens when a player enters the group and doesn't say "Hello"?

Answer: When a player enters the group and doesn’t say "Hello", CSRs are not obligated to respond immediately. Politeness is essential for maintaining a respectful and pleasant atmosphere within the ...