Ticket Handling & Management

When a user opens a ticket, a channel on the Discord server is made, this page will run you through how to effectively provide support.

Remember to maintain ticket professionalism throughout the course of the ticket.

When a ticket is created, a message will be sent into the corresponding channel (normal, priority, affiliate) and a thread will be created off of that message, the message will look like this:

Your first step will be to press the Claim button if the ticket is not already claimed, if it is claimed then you can assist in the ticket if it is required otherwise you can just leave it for the support member who claimed it and is actively resolving the issue(s) at hand.

Once that is done, you'll want to enter the thread by clicking the box below the embed that states See Thread.

In the thread you'll be able to send all of your responses to the ticket author simply by sending a message (so make sure you only send what you intend for the ticket author to be sent)

From here your job will be to attempt to resolve the ticket author's questions/issues to the best of your ability, if you require assistance then you can ask in #chat under the staff rooms category.

Once the issues/questions have been resolved/answered you can proceed to close the ticket, in order to do this you can either press the Jump button to the right of the embed inside of the thread which will take you to the initial message that is sent in the thread's channel or you can manually click on the channel above the thread and locate the relevant ticket embed.

You'll then find the Close button, when you click this it will display the following ephemeral message:

This is where you will select the relevant reason for why you are closing this ticket, a majority of the time it will either be Resolved or Idle Ticket but the other two options are required from time to time.

If you answered their question or resolved their issue but they didn't reply within the 12-24 idle times, you should still mark the ticket as Resolved, a ticket should only be marked as an Idle Ticket if a resolution was not given to them before the idle timers were met.

Now you're done with your ticket! The log of the ticket will be sent into the ticket logging channel for internal records. The user will be asked to rate the service they were provided with on a scale of 5 stars. The result of that along with a message if they choose to add one will be sent into the rating logging channel.