Ticket System

Below is a quick breakdown of each ticket type and who typically handles it:

General

• For basic questions, server guidance, or help using features/bots.

• Handled by: Hosts / Attendants

Report

• For reporting rule violations, user behavior concerns, or anything that needs staff review.

• Handled by: Hosts → escalated to Admin if needed

Admin

• For direct communication with the Admin team.

• Handled by: Admins

Moderation Appeal

• For appealing a warning, mute, timeout, kick, or server ban.

• Handled by: Admins

Age Verification

• Used by members requesting access through verification.

• Handled by: Bouncers → Admin if suspicious

Partnership

• For communities or brands requesting a collaboration.

• Handled by: Partnership Liaison → Admin approval

Staff Application

• For members applying to join the staff team.

• Handled by: Admins

Masquerade uses a shared responsibility model. When a ticket appears:

1. Check the category

   • Make sure it’s something your role should handle.

2. Claim or respond first

   • If your role is appropriate → respond immediately

   • If not → leave it for the proper team

   • If unclear → ask an Admin before responding

3. Mark yourself as the lead

   • Click the "Claim" button, if available, at the top of the ticket.

   • This prevents multiple staff from jumping in or giving conflicting information.

4. Stay with the ticket

   • If you claim it, you are responsible for monitoring replies and ensuring it closes properly.

Every ticket reply should follow these principles:

Be clear

Explain what you need, what you’re investigating, or what comes next.

Be concise

Tickets are not for long back-and-forth conversations.

Be consistent

Stick to Masquerade rules and the Staff Handbook’s tone.

Be professional

Even when members are upset or confused, stay calm and steady.

Redirect when needed

If a ticket belongs to another team, politely hand it off and notify them.

When you believe a ticket is resolved:

1. Use the /ticket requestclose command

2. Provide a brief reason

3. Choose a time window (6–12 hours recommended)

4. Submit the request

This:

• Gives the member a final chance to ask questions

• Allows them to remove sensitive information

• Ensures every ticket ends cleanly and respectfully

Admins can finalize the close or cancel if needed.

There are two autoclose conditions in Masquerade:

Autoclose on User Leave

• If the member who opened the ticket leaves the server:

• ➡️ The ticket closes automatically.

• This prevents abandoned requests from piling up.

Autoclose with Inactivity

When a staff member responds in a ticket:

• The inactivity timer starts

• If the user does not respond within the window, they receive a warning

• If still no reply, the ticket closes as inactive

• Any user reply cancels the closing timer

This keeps the system clean and prevents endless open tickets.

Transcripts are automatically generated when a ticket closes.

• Sent to: #ticket-log (Admins only)

• DM’d to: The member who opened the ticket

Exceptions

Age Verification tickets do NOT generate transcripts because they contain potentially sensitive and/or personally identifiable information.

Staff must treat all sensitive content with care.

This includes:

• ID images

• Selfies

• Personal identifiable information

• Screenshots involving minors (never save these)

• Contact information

• Anything revealing a member’s identity

Before closing a ticket:

• Ask members to delete their sensitive content

• Use /ticket requestclose to give them time

• Never screenshot or download sensitive images unless required for safety or Admin review

If unsure, escalate immediately.

Escalate to an Admin when:

• Underage suspicion or unsafe verification

• Non-consensual or illegal content

• Harassment, threats, or severe conflict

• A member disputes moderation action

• A situation feels “off,” confusing, or uncomfortable

• You are uncertain how to respond

• A ticket involves staff conflict or appeals

• A partnership request needs approval

• Any report involves doxxing, stalking, or safety risks

When in doubt → escalate.