Thanks to Heather for putting up this guide quickly.
On 9/27/2012 Zynga launched a completely revised customer support site for all its games. This site has new features, as well as the old and new requirements for being able to contact customer support. Here we will show you how to navigate and use the new site. Check it out and please share with friends if you find the guide useful.
For the first two weeks that the new site is live, the old site will also be active. You will not however, be able to access live chat or email from the old site, only the new. Currently, clicking on support under the game still brings you to the old site.
You can access the new support site directly via the links on the troubleshooting menu here on the DF site.
Make sure you are logged in to Facebook via the account that you want support for. Once you arrive on the new site for the first time, you will need to click on “Facebook Connect ” at the top of the page. You will not be able to access customer support without doing so.
You will then receive a popup asking permissions to add the Zynga Player Support app to your Facebook account. Again, you will not be able to access customer support without allowing this. One thing to note – you must give it permission to post on your timeline. If you do not wish all your friends to see posts when you contact CS, change the option to “Only Me”. In case you have missed changing this option, and want to do it now, you can go to FB App settings page, check for Zynga Player Support, and edit the preferences there...
Once you are satisfied with who will see posts from this app, click “Log in with Facebook” in the upper right of the popup to continue. Another screen will then pop up asking you to create a nickname. This nickname and your profile picture will be displayed whenever you post in the new “Social Support” forums. There are guidelines for allowable nicknames so make sure to read those carefully before proceeding. On the support site, you can click on the question mark to make this bubble appear.
Once you have created a nickname, you will be taken to the new support page with the social support forums and customer support options.
At the top you will find options to select language or switch games, followed by the familiar search bar and list of articles on issues. Below that on the left will be “Contact Us” on the right which is where you will find email support and live chat support, if available. If live chat does not appear to be available, but the email response time is low, refreshing may help. It began to show here after about ten refreshes.
Once you are connected to the site via Facebook Connect, you can then use this direct link to get to email support... Just click here, or you can always find the same in the “Troubleshooting>Support” menu of the Navigation bar on our site...
On the left you will find Zynga’s new social support forums. These replace the player help and support section of the original community forums. Questions posted there will be answered by other players, not Zynga employees. If you have an issue that requires something on your farm to be fixed, you will need to use the “Contact Us” options to reach an agent.
You can learn more about the function of the new Social Support Forums here. Remember – you can now no longer access live chat or email support from the original support site – you must follow the above steps and go through the new one.