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 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 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.
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 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
|
