Riot Rexec has posted an interesting insight into how the Legends of Runeterra development team makes use of player reports to improve the game. Read on for a quick recap and their full post.

  • Player Support is the only place to go when you have a problem with your account.
  • The Bug Report Thread on reddit is great for issues that appear right after a patch as they monitor it heavily when a new patch releases.
  • Player Support is the overall best option if you need to report a game bug as it gets tracked in their systems and it is easy to see what to prioritize.

There's a bit more to it than that though, so you are encouraged to read Rexec's post which you can find down below.

Quote From Riot Rexec

Hey folks,

My name is Jason (Riot Rexec) and I'm part of the QA leadership team here on Legends of Runeterra. First and foremost I’d like to first say thank you to all the folks that have taken the time to report issues they encounter in the bug threads. It’s greatly appreciated and amazing to see people passionate enough to voluntarily contribute their valuable time to helping us make LoR better as we go.

Too long, didn’t read:

If you’re reporting a general issue, or something to do with your account specifically (items in your collection, currency, consistent network errors, install issues, etc.) please go directly to player support and report the problem: https://support-legendsofruneterra.riotgames.com/

If you’re encountering a bug that started right after a new patch, or has to do with brand new content, drop info in the bug thread. We monitor that thread heavily right after a patch.

Too short, want more context:

I’m here today because I want to shed some light on how exactly we intake your reports so y’all can make the best decision on where and how you choose to spend the time reporting your issue.

In most scenarios, the best place to report an issue is the player support website for LoR. There we have a dedicated team of agents to answer your tickets and they’re even able to resolve some issues that are impacting your account in particular right away. All the bugs brought up to player support make it to us through a database connection where we then route issues to be investigated by the individual dev teams that own those features.

Player support is typically the best place for us to receive a bug report because:

  • We can help players of all supported languages and regions (not just ones the local dev team is fluent in).
  • We can group up player reports so we get a large amount of information from logs, account data, etc. to help investigate the problem all in one place. This also speeds up triage and helps us prioritize what we investigate / fix first by the number of reports.
  • Any developer can reach out and ask for more information on an issue to any player through the player support agent, not just the players who utilize the subreddit and not just rioters that have a riot tagged account.
  • All bugs reported there are tracked, so nothing gets lost.
  • You can keep your account information out of the public eye as we troubleshoot versus comment threads.

Now it does have one weakness though, it’s slower than any form of direct communication. So for any emergent issues that we want to fix quickly this is not the best place to receive that information.

That’s where the bug thread and posts on the subreddit in general really shine and why we’re grateful folks voluntarily contribute here.

While some rioters are lurking in the subreddit all the time, we dedicate time for some folks to investigate issues in the bug thread directly after a new patch. This makes it so we can keep on top of any emergent issue that our telemetry, error, or crash reporting can’t see.

Lastly, as a general reminder.

Just because we don’t reply or message you about your post doesn’t mean we didn’t see it!

In a lot of scenarios we could already have fixes pending, have the issue in our database already, or your report already covered anything we would ask.