Ticket System

• General Support: Basic server guidance, bot inquiries, or feature help.

  • Assigned To: Hosts & Attendants

• Report: Rule violations, DM harassment, or member behavior reports.

  • Assigned To: Hosts (Escalates to Admins for Tier 3/4 issues)

• Age Verification: Reviewing selfies, IDs, and access submissions.

  • Assigned To: Bouncers (Escalates to Admins if suspicious or fake)

• Partnership: External server collaboration and cross-promotion requests.

  • Assigned To: Partnership Liaisons (Admin approval required)

• Admin / Appeals: Direct Admin inquiries, warning/ban appeals, or severe safety cases.

  • Assigned To: Administrators & Owner

• Staff Application: Reviewing incoming applications for team roles.

  • Assigned To: Administrators & Owner

• Check Role Alignment: Only claim tickets that fall directly under your role's domain.

• Claim First: Click the Claim button before responding. This assigns you as the lead and prevents multiple staff from giving conflicting guidance.

• Monitor to Completion: The staff member who claims the ticket is responsible for tracking user replies and managing the thread through to closure.

• Be Concise & Direct: Keep responses clear, objective, and focused on resolution.

• Maintain the Voice: Stay calm, grounded, and courteous—even if a member becomes hostile or emotional.

• Hand-Off Protocol: If a ticket requires another department, tag the relevant role, explain the transfer politely to the member, and unclaim the ticket.

• Requesting Close (/ticket requestclose):

  • Always run /ticket requestclose <reason> <duration> when an issue is resolved.

  • Select a 6–12 hour window to give members time to save info, delete personal media, or ask final follow-up questions.

• Inactivity Autoclose: When staff respond, the Tickety inactivity timer begins. If the user does not respond within the window, a warning issues before the ticket automatically closes.

• User Leave Autoclose: If a member leaves the server while a ticket is open, the system closes the ticket automatically to prevent backlogs.

• Transcript Logging: Closed tickets automatically generate a transcript sent to #ticket-log (Admins only) and DM'd to the opening member.

• Verification Exemption: Age Verification tickets DO NOT generate transcripts to protect member privacy and personally identifiable information (PII).

• PII Clean-Up: Remind members to delete selfies, IDs, or sensitive screenshots before closing tickets. Never download or store member PII on personal devices.

Instantly tag @Admin inside the ticket and pass control if you encounter:

• Underage claims, suspicion, or altered verification images.

• Non-consensual media, leaks, revenge content, or doxxing.

• Mentions of self-harm, violent ideation, or real-world threats.

• Member disputes regarding staff actions or official ban appeals.

• Any situation where you feel unsafe, uncomfortable, or unsure how to proceed.