Staff Discord Tickets Guide

Introduction

As Staff members, our primary point of contact with players is on our official Discord server. Players are able to open tickets from #support and speak to the whole Staff team.

Players, inclusive of Staff, open tickets for numerous reasons, here are a few (not exhaustive!):

• Reporting players
• Missing permissions
• Assistance with bugs or glitches
• Recovering missing items or money
• Requesting wilderness regions (typically when no Staff members are online)
• Requesting moderation of in-game, forums, or Discord platforms
• Requesting help with commands or plugins
• Requiring assistance from other Staff members when a Staff member has a Conflict of Interest

Triaging tickets

Typically, our Moderators are our first responders to tickets, in the absence of other higher ranked Staff members.

• In doing so, we aim to solve problems at the lowest level
• You'll be surprised how many queries, once properly triaged can be as simple as clarifying information!

Below is an acronym useful to ensure you're gathering all relevant information required to assist a player.

T.R.I.A.G.E

Letter	Description	Key Points
Topic	What is the ticket about?	Make sure you got a clear summary of the topic Use as many or as little words as you believe is necessary, as long as it is easy to understand i.e. If you were pulled into the ticket for one minute, with no context whatsoever, would you be able to understand put simply what is going on?
Reproduction	Can they reproduce the issue? If so, how?	If the player is repeating a set of instructions to arrive at their issue, make sure you include all steps Don't assume all steps to be obvious, unless your Grandmother Beatrice would tell you it's super-obvious-plain-as-day-a-rock-would-get-it (let's assume she's not dumb, but not a genius either)
Impact	How is this affecting them or others? Urgency?	Is this something that affects just the single player, a group, or the entire playerbase? How urgent is this from your view? Not everything is an emergency, nor is everything insignificant. Trust your gut! Players have a tendency to either understate or overstate the impact/urgency of their inquiries depending on the context
Game context	When and where did this happen? Platform, time, involved players?	Back in T you described the situation, now you need to explain WHERE it took place Include all relevant information pertaining to The time any event(s) took place, including any secondary events The platform any event(s) took place on i.e. forums, discord, in-game Who all does this involve?
Expectations	What is the player hoping to be done about it?	What does the player want to happen? What do YOU believe should happen? Sometimes you won't know what to do That's ok - we are a team and we will help you come to a decision This is the step where you can also conclude it needs to be referred up or across the chain UP - "I need an Administrator/Senior Administrator/Owner to handle the ticket due to XYZ" ACROSS - "I need someone more partial than myself to handle the ticket due to XYZ"

You do not have to write out this acronym each time, just keeping this acronym in the back of you mind will go a long way in ensuring you're making an informed decision and providing constructive output to a player.

• That being said, if you are unsure how to proceed with a ticket - please by all means write out and fill in this acronym
• We aren't looking for English scholars (otherwise End would be in trouble...) - as long as you have basic spellcheck and grammar :)

Escalating a ticket

You may determine that a player's request is reasonable but be unable to action it yourself. That's expected! Knowing when and how to escalate an issue is an important part of the process.

The following are common examples of requests that may require escalation, along with the appropriate escalation pathway:

Common Escalations

Player Request or Issue	Escalate To	Expectations and Pre-Escalation Checks
Store difficulties	Leadership (End/Tech)	Escalate store-related issues to Leadership. For missing items from store purchases, it is vital that leadership handle the matter to ensure billing details and other sensitive information are handled appropriately.
Reports against staff members	One rank up from reported member	Players will typically request that a particular Staff group be removed from the ticket. Redirect the ticket to a category higher than that group. For example, if a player reports an Administrator and requests that Administrators be removed from the ticket, redirect it to Senior Administrators. Before redirecting, remind the player that: They will NOT be punished or face retribution of any kind for reporting a Staff member's conduct. Information will always be sanitised or anonymised where possible. Anonymous feedback and reporting are ALWAYS available. Provide the Anonymous Feedback and Reporting page.
Mass player incidents or complicated rule violations	Administrator	Escalate reports involving mass player incidents or complicated rule violations to an Administrator. Administrators may further escalate to Senior Administrators if the decision requires consideration of written policy, including other written Staff Policies or Rules.
Punishment discussions	Administrator	Before escalating, try to explain the reason for the punishment and answer any questions the player may have. If the player remains dissatisfied with the Administrator's response, the Administrator may terminate the ticket or escalate it to Senior Administrators. This decision should be based on the player's conduct. If the player does not appear amenable to civil discussion, do not escalate the matter to Senior Administrators.
Complex staff policy or rule interpretation	Administrator	Before escalating, try to explain the relevant rule or policy first, as the question may only require a simple yes/no answer or a brief explanation. If the Administrator cannot adequately address the query, it may be escalated to Senior Administrators.
Item rollbacks	Administrator	Escalate requests for item rollbacks to an Administrator.
Feedback on a denied Staff application	Administrator	Escalate requests for feedback on a denied Staff application to an Administrator.
Missing permission nodes or roles	Administrator	Before escalating, confirm that the player: Is linked on the forums using /link-forums. Is linked on Discord using /link-discord. Has logged on for at least 5 minutes after receiving their in-game role (applicable to Discord and Forums). Has been hired in-game.
Region flag issues	Administrator	Before escalating, check that the issue is not caused by an error during region creation or modification. The following issues can be resolved by a Moderator and should be addressed before escalating: Forgetting to set a parent region. Incorrect region priority. Incorrect landlord or owner. Incorrect region boundaries.
Commands or features to be added or modified	System	Escalate requests to add or modify commands or features to a System Administrator.
Suggestions	Solved	Redirect to #suggestions Government Departments with jurisdiction over that particular field may engage with staff without a #suggestions submission.

How to redirect a ticket

Run /switchpanel in the ticket. You will need to select an option from the dropdown:

Panels

Type	Description
Department/Office of X	Use this to redirect any queries best suited for the Government
Staff Reports	Use this to redirect any Staff Reports to Server Leadership
Assign - End	Use this to redirect matters directly concerning xEndeavour
Assign - Tech	Use this to redirect matters directly concerning Technofied
Assign - Admin	Use this to redirect to Administrators
Assign - Senior	Use this to redirect to Senior Administrators
Assign - Leadership	Use this to redirect to Leadership (Managers, Owners)
Assign - Solved	Use this to redirect solved tickets

Who takes a ticket

Anyone! If you see a ticket, you're encouraged to reply to it. Even if you don't know how to solve a ticket, you will likely know what additional information you can ask people for to make the next staff member's job easier.

If a ticket catches the eye of a rank ahead of you, and you see them typing - wait to see if they respond.

• If no one ends up replying, it's yours to take!

Discussion

Inter-staff discussion should always take place either in the Network Staff Discord server, or via /notes (preferred)

• You can run /notes at any time inside a ticket to open a thread viewable to Staff
• This is a useful space to tag other Staff members, chat about the ticket with Staff and writing out the T.R.I.A.G.E acronym
• You can even use it to make notes for yourself - notes threads are quite popular for all levels of Staff and we encourage you to use them extensively

Quality of service

It is of uttermost importance that where there is the opportunity to properly resolve a ticket, the time is taken to do so.

• If you do not know certain information — ask a team member in /notes who might know
• There is no expectation for you to know everything, but there is an expectation that you try to find answers or escalate appropriately

Before closing a ticket, ensure:

Requirement	Details
Acknowledgement	You have acknowledged the player's concern
Information gathering	You have gathered all relevant information using T.R.I.A.G.E. or equivalent
Action taken	If action was taken, it has been clearly explained and documented in #notes on the Network Staff Discord server
No action taken	If action was not taken, you have explained why, and if applicable, escalated or redirected the issue
Reason for closure	The ticket has a reason for closure (it can be simple as Resolved, see #changelog or Resolved, see above message) To close a ticket, run /closerequest in the ticket and provide the reason ALWAYS! If a player rejects the closerequest for any reason - move the ticket out of Solved and back into its previous category before replying This way we prevent tickets that are unsolved from being forgotten! Placing a 48h close delay on the close request is recommended. Where a player has clearly acknowledged the outcome, you may put a 24h close delay on the ticket.

Rushing or closing tickets prematurely erodes player trust and creates unnecessary follow-ups for other Staff.

Remember, a resolved ticket is always better than a speedy ticket — quality always comes before speed.

If in doubt: ask, document, and escalate.

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