🫐 Discord Tickets For Admins
Discord Tickets provide both players and staff with a support system that offers traceability and transparency.
Types of Tickets
There are a variety of tickets that players can make on discord with different levels of staff access:
- General Support: Helpers, Mods, Admins, and Owners can view
- Player Report: Mods, Admins, and Owners can view
- Grief Report: Admins and Owners can view
- Bug Report: Admins and Owners can view
Handling Support Tickets
As an admin, you are likely to have a much larger ability to assist players in general support tickets. Also, it is generally a good idea to keep an eye on all tickets incase a mod or helper needs assistance or gets "in over their head". Similar to helpers and mods, only take tickets that you are comfortable in resolving.
Handling Player Reports
Player reports are generally handled by admins. Although mods can see them, they are not often in a position to give judgement with player reports. If you feel comfortable handling the player report, then you can do so, but also feel free to discuss the issue with the rest of the admin team. Historically, player reports have had better results when discussed as an admin team and a communal decision being given.
Handling Grief Reports
If you feel comfortable handling a grief report then you are free to do so. It is suggested that you look into the situation a bit before claiming the ticket to ensure that you can properly resolve it. Another good point to mention is that you should try to investigate the report prior to claiming or responding to the player in the ticket - this prevents them from rushing or annoying you while investigating, and leaves room for you to back out if you don't feel comfortable giving a final decision on the matter.
Handling Bug Reports
Like the other types of tickets, if you feel comfortable handling a bug report, then you may do so. However, it is expected in most cases that you cannot fully resolve a bug report, since most bugs require some form of development or configuration to address the issue.
If a player is making a report in which a bug caused them to lose an item, money, or in some way cause them loss that you are able to fix, then you can return the item / money / etc. to them. The best practice here is to return it and then message the player in the ticket telling them that you have done so but to leave the ticket open for Dakota to look into.