🫐 Discord Tickets For Mods

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

If you feel capable of handling a general support ticket, you are free to claim it and then respond to the player to assist them. If you do not feel that you are capable of handling the ticket, then please do not claim or respond to the player. Leave the ticket for an appropriate staff member to handle.

Once a response has been given to the ticket you may close it after the player has responded and acknowledged your answer, or after 24 hours has passed. Make sure you select the option to delete the ticket once you have closed it. A transcript will be sent to the player after doing so.

Handling Player Reports

If a player report is made against you, you may respond with your side of the story. However, it is highly suggested that you discuss your response / side of the story with the admin team prior to responding. This can save the player, yourself, and the admin team from a lot of headache.

Keep in mind that a final decision on a ticket, particularly one made about yourself, should be made by an admin. While your insight and judgement is very important to the process of handling these tickets, having an admin involved can prevent situations from getting worse.

All tickets are recorded and transcripts are kept of all closed tickets. All messages in tickets are viewable by admins, even after deletion.