The New Customer Service Team and Updates

ANNOUNCEMENT: PM Wyrom announced new Customer Service Changes. There is a new GM role for Customer Service, led by GM Tivvy, and including GMs Elysani, Valyrka, and Kaonashi. Watch for a discreet new calendar for these matters, which will include maintenance and the on-duty schedule for this team. All official business will need to be in-game. Discord moderation sounds like it is going to be somewhat less hands-on. More details:

Text of Discord Post follows:

PM Wyrom
Customer Service Changes
on 26 May 2026 at 1:42PM
from the Official GemStoneIV Discord
on #general-announcements channel

Starting June 1st, we are changing how we perform customer service. We have a new CSGM role that we be aimed to specifically handle our in-game ASSIST and REFERRALs. They will also be the ones that deal with some of the more challenging issues and communicate as a team when it comes to customer service issues that arise from time to time. This is to enrich the service we offer and to fine tune the quality of response.

@Tivvy will be leading the program and she will be joined by @Elysani, @Valyrka, and @Kaonashi!

We will soon have a calendar that has specific entries on it, such as maintenance, and the onduty schedule will be listed on there so you know when a GM should be working. It won’t be a guarantee and it may change week to week until we get into a groove. We plan to have far more coverage than we have previously had, but it might be more centralized in scope with the times.

As for Discord moderation and participation, we aren’t going hands off, but we are no longer going to be inserting much backtalk from GMs going forward. If something comes up where moderation is needed, we will be deleted the comment and moving on. If it violates our ⁠discord-rules or Discord’s Code of Conduct, warnings, timeouts, and bans will just happen. If you want to know why something happened, you can ASSIST in game and have a chat there.

We will no longer be answering official business in direct messages or emails unless needed. Everything will need to cycle through the game. You are free to continue to tag GMs who have the @+CanTag role, but anything that should be an assist needs to be handled in game.

Please also check POLICY 12 as it has important information. It will get updated with the new CSGM role soon.
Direct Discord Link (Right click, copy link, and paste into Discord App if you don’t want to use the Discord web interface.)

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