Staff Discord Tickets Guide - Revision history

Mesemi at 05:08, 24 August 2025

2025-08-24T05:08:32Z

← Older revision		Revision as of 05:08, 24 August 2025
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	If in doubt: '''ask, document, and escalate.'''		If in doubt: '''ask, document, and escalate.'''

			{{Staff}}
	[[Category:Staff]]		[[Category:Staff]]

Technofied: Add Staff category but correctly

2025-06-03T10:24:47Z

Add Staff category but correctly

← Older revision		Revision as of 10:24, 3 June 2025
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	~~<nowiki>~~[[Category:Staff]]~~</nowiki>~~		[[Category:Staff]]

Technofied: Add Staff category

2025-06-03T10:24:27Z

Add Staff category

← Older revision		Revision as of 10:24, 3 June 2025
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	If in doubt: '''ask, document, and escalate.'''		If in doubt: '''ask, document, and escalate.'''


			<nowiki>[[Category:Staff]]</nowiki>

Technofied at 10:12, 3 June 2025

2025-06-03T10:12:42Z

← Older revision		Revision as of 10:12, 3 June 2025
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	Rushing or closing tickets prematurely '''erodes player trust''' and creates unnecessary follow-ups for other Staff.		Rushing or closing tickets prematurely '''erodes player trust''' and creates unnecessary follow-ups for other Staff.

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

	If in doubt: '''ask, document, and escalate.'''		If in doubt: '''ask, document, and escalate.'''

Technofied: Add last remarks

2025-06-03T10:11:07Z

Add last remarks

← Older revision		Revision as of 10:11, 3 June 2025
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	* If you do not know certain information — ask a team member in /notes who might know		* 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		* 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:'''		'''Before closing a ticket, ensure:'''
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	* If action was '''not taken''', you have explained '''why''', and if applicable, escalated or redirected the issue		* 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)		* 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.		Rushing or closing tickets prematurely '''erodes player trust''' and creates unnecessary follow-ups for other Staff.

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

	If in doubt: '''ask, document, and escalate.'''		If in doubt: '''ask, document, and escalate.'''

Technofied: Finished first pass of Discord Tickets guide

2025-06-03T10:09:14Z

Finished first pass of Discord Tickets guide

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 * Players want items rolled back - escalate to an '''Administrator'''
 * Players want feedback on a denied Staff application - escalate to an '''Administrator'''
 * Players need a command or feature added/modified - escalate to a '''System Administrator'''
 == Who takes a ticket ==
@@ Line 86: / Line 146: @@
 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!
+* If no one ends up replying, it's '''yours to take!'''
 == Discussion ==
@@ Line 94: / Line 154: @@
 * 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

Technofied: Added more information on acronym, escalating, and who takes what

2025-06-03T09:48:04Z

Added more information on acronym, escalating, and who takes what

@@ Line 1: / Line 1: @@
 == Introduction ==
-As Staff members, our primary point of contact with players is on our [https://discord.gg/democracy official Discord server]. Players are able to open tickets from [https://discord.com/channels/673612908868927498/986129460531191888 #support] and speak to the '''full Staff team.'''
+As Staff members, our primary point of contact with players is on our [https://discord.gg/democracy official Discord server]. Players are able to open tickets from [https://discord.com/channels/673612908868927498/986129460531191888 #support] and speak to the '''whole Staff team.'''
 Players, '''inclusive of Staff''', open tickets for numerous reasons, here are a few ('''<u>not</u>''' exhaustive!):
@@ Line 12: / Line 11: @@
 * Requesting moderation of in-game, forums, or Discord platforms
 * Requesting help with commands or plugins
 == Triaging tickets ==
@@ Line 18: / Line 18: @@
 * 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.
@@ Line 60: / Line 59: @@
 |-
 |'''E'''xpectations
-|What isthe player hoping to be done about it?
+|What is the player hoping to be done about it?
+|
 * What does the player want to happen?
@@ Line 66: / Line 65: @@
 ** Sometimes you won't know what to do
 ** That's ok - we are a team and we will help you come to a decision
 |}

Technofied: Start Discord Tickets guide for Staff

2025-06-03T09:34:49Z

Start Discord Tickets guide for Staff

New page

== Introduction ==
As Staff members, our primary point of contact with players is on our [https://discord.gg/democracy official Discord server]. Players are able to open tickets from [https://discord.com/channels/673612908868927498/986129460531191888 #support] and speak to the '''full 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 [[Replacement Policy|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

== 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.

{| class="wikitable"
|+T.R.I.A.G.E
!Letter
!Description
!Key Points
|-
|'''T'''opic
|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?
|-
|'''R'''eproduction
|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)
|-
|'''I'''mpact
|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
|-
|'''G'''ame 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?
|-
|'''E'''xpectations
|What isthe 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
|}