Common expectations for player support and how to provide it.
Players need a way to reach you. Whether it's bug reports, refund questions, or feedback — you need at least one support channel listed on your store page.
Acceptable Support Options
Support Email
A dedicated email address for support inquiries. Use something like [email protected] rather than a personal email.
Help Desk / Ticketing System
A link to a support portal like Zendesk, Freshdesk, or a custom ticketing system.
Discord with Support Channel
A Discord server with a dedicated support or bug-report channel. Must be actively moderated.
Official Forums
Steam Community forums or your own forums with developer presence and responsiveness.
Bug Tracker
A public issue tracker (GitHub Issues, Trello, etc.) where players can report bugs.
Best Practices
Pro tip: List multiple support options. Some players prefer email, others prefer Discord. More options = fewer frustrated customers.
Respond within 48 hours — Set expectations you can meet
Use professional addresses — support@ looks better than john1985@
Keep channels updated — Dead support channels hurt your reputation
Monitor regularly — Unanswered tickets = bad reviews
What NOT to Do
Only listing "Steam Community Hub" with no developer presence
Providing a broken email or dead link
Using a personal social media account as primary support
No support info at all (will likely get rejected)
What Our Check Looks For
Email addresses in common support formats
Help desk or support portal URLs
Discord links with #support or #help channels mentioned