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

In the Expectations part of T.R.I.A.G.E you may conclude that what the player is asking for is reasonable, but you may not be able to action the outcome - that's expected! Some common examples of this, and who to escalate to are as follows:for:

• Players want items rolled back - escalate to an Administrator
• Players want feedback on a denied Staff application - escalate to an Administrator
• Players are missing a permission node or role - escalate to an Administrator
  • Before escalating, make sure the player's issue cannot be solved through by making sure the player:
    • Is linked on forums via /link-forums
    • Is linked on discord via /link-discord
    • Has logged on for at least 5 minutes after receiving a role in game (applicable for Discord and Forums)
    • Been hired in-game
• Players need a command or feature added/modified - escalate to a System Administrator
• Players reporting a mass player incident or complicated rule violation - escalate to an Administrator
  • This can also be escalated from Administrators to Senior Administrators if the decision requires consideration of written policy (i.e. other written Staff Policy, Rules)
• Players reporting region flag issues - escalate to an Administrator
  • Before escalating, make sure the region issues aren't due to a fault in the creation/modification process
    • i.e. forgetting to set a parent, wrong priority, wrong landlord/owner, incorrect boundaries - all resolvable as a Moderator
• Players reporting Staff - escalate to an Administrator, Senior Administrator, or Owner
  • Players will typically ask that a certain group be removed from the ticket when reporting a Staff member, in such case just redirect the ticket to a category higher than that group
    • i.e. Player reporting an Administrator, wants Administrators removed - redirect the ticket to Senior Administrators
  • It is also essential to remind the player the following before redirecting the ticket:
    • They will NOT be punished or face retribution of any kind in reporting a Staff member's conduct
    • Information is always sanitised/anonymised where possible
    • Anonymous feedback/reporting is ALWAYS available at any time, make sure to provide a link too
• Players wish to discuss their punishments - escalate to an Administrator
  • Before escalating, try to explain the reason for the punishment and answer any queries the player may have
  • If the player is not satisfied with an Administrator's response - the Administrator typically reserves the right to terminate the ticket or escalate it higher to Senior Administrators
    • This should be judged on the conduct of the player, if a player does not seem amenable to civil discussion - do not escalate to a Senior Administrator
• Players requiring interpretation of Staff Policies or Rules - escalate to an Administrator
  • Before escalating, try to explain the reason for rules or policy first - sometimes it's a simple Yes or No question, or a brief explainer!
  • If an Administrator is unable to address the query, it can be raised to Senior Administrators
• Players having store difficulties - escalate to Technofied
  • Especially in cases of not receiving item(s) from a store purchase, it is vital that Technofied handles the matter to ensure billing details etc are handled with sensitivity

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.

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:

• You have acknowledged the player's concern
• You have gathered all relevant information using T.R.I.A.G.E. or equivalent
• If action was taken, it has been clearly explained and documented in #notes on the Network Staff Discord server
• If action was not taken, you have explained why, and if applicable, escalated or redirected the issue
• 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!

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.