Hello everyone,
The current Support Chat system frequently loses conversation history and session data. While workarounds like “keep the tab open” or “note down ticket IDs” have been shared, these are only temporary measures, not structural solutions.
Similar proposals may have been raised in the past, but since the issue remains unresolved, I am raising this suggestion again.
I propose expanding the existing Web Form currently titled “Reporting Abuse in Wayfarer” (niantic.helpshift.com) into a comprehensive “Wayfarer Support Form.”
Add Missing Subcategories to the Web Form: Currently, essential features like Location Edits > 10m and Account/Access Issues are locked inside the unstable Support Chat. Please add these subcategories to the reliable Web Form so users can submit them via email tracking.
Rebrand the Form Title: Using a form titled “Reporting Abuse in Wayfarer” when submitting legitimate requests—such as location edits—may feel inappropriate or confusing to some users. Renaming it to something like “Wayfarer Support Form” or establishing a unified portal would make it much more accessible.
For Users: No more lost chats or missing responses. Every ticket can be tracked via email confirmations.
For the Support Team: Fewer duplicate tickets created by users whose chat sessions expired mid-investigation.
Thank you for your consideration.
