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 need a command or feature added/modified - escalate to a System Administrator

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