Support tickets are one of the MAIN responsibilities of a Staff Member. As such, we want to try and resolve them in a timely but effective and professional manner.
Things to Determine Immediately
Upon a ticket being opened the following should be determined right away
The following types of scenarios may be encountered based off common Tickets:
You should not provide incorrect or "best guess" information to members. This not only looks bad for you, but misinforms the member, providing a subpar experience.
When the Tickets are related to a user report, you must have evidence to issue a punishment. Hearsay is not evidence. Proper evidence is:
Reports concerning direct messages, off-site conduct, or external servers are assessed individually, taking into account the nature and seriousness of the accusation, as well as the strength of evidence provided. Mild rudeness or ordinary derogatory behavior in DMs can still be recommended to be handled by blocking and moving on unless it starts to affect the server environment.
However, do not dismiss reports that fall under Discord Rule 1.8 or Rule 1.9 as ordinary DM drama. With evidence, the following are actionable even when they happen in DMs or off-site spaces tied to the community:
If the report involves Rule 1.9 behavior, preserve the evidence, tell the reporting member not to continue engaging, and escalate it to an Admin immediately.
Unfortunately we cannot replace lost items. We have no way of replicating exactly what was lost. If you ask around in the map-chats, there are friendly players who might be willing to help you with that.
If the loss appears to be from a confirmed PvP mesh-raid wipe, do not promise a replacement or rollback in the ticket. Gather the evidence, escalate it to Admins, and follow Mesh-Raid Rollbacks (SOP).
We understand being kicked out of your tribe is frustrating. Unfortunately tribe affairs are not something we mediate and must be handled within the tribe itself. We have rules about Joining/Merging tribes at your own risk for these purposes.
Dealing with the word “nigga” with the A
We take bigotry very seriously here. While we do not condone the use of the “gga” version of the word, we have had to accept that it is part of certain speech patterns used commonly. If the person begins to use it in every single response or in a derogatory manner, we will reevaluate the situation
If a Player is being a total jerk and you are uncomfortable
I am not able to help you with this issue. I will see if another staff member is available.
There are several kinds of tickets, we tend to break them up into 2 tiers.
Moderators can usually resolve these via mediation, .timeout, or discussion.
Usually these just require a Staff member to walk the Player through the method slowly to figure out what they need to do, or what they did incorrectly. For arguments between players, Moderators are able to go into the map-chat and try to de-escalate the issue calmly. For Racism, usually you will use .timeout on the player's Discord id, and then immediately notify an Admin to see if it needs a ban. For shop issues, most of those are players rushing or being impatient. Walking through and checking will usually help. As for the Questions, most Moderators are already familiar with how to answer generalized ones.
Pretty much all of these will require an Admin, but Moderators are able to let Players know that staff is aware of their issue and an Admin will be with them shortly (this makes them feel like they are not being ignored). During this time, Mods can help out by ensuring that we have all the necessary info we will need such as GPS coordinates, tribe names, players involved, etc.
One of the largest issues we try to avoid (and try to dissuade others from doing), is rushing to conclusions on what happened, or the motives of the person involved. We need to acknowledge the issue first, then examine the information and do whatever investigation is necessary before we respond with a solution. This cuts down on misinformation, and makes sense we are being fair and unbiased to everyone.
.close [reason]player had donation issue, transferred VC and registered correct accountMAKE SURE TO INCLUDE A DETAILED REASON