Opening and Claiming Tickets
DonutSMP Brokering – C3 Discord Community
As a Broker, your role is to safely and fairly facilitate trades, base sales, and item exchanges. This protocol is designed to minimize scams, griefing, and confusion, and to ensure the C3 Discord remains a safe, trustworthy space for trading on DonutSMP. We must be extremely strict with middleman deals. If you have any doubts, stop the trade immediately and escalate to a Senior Broker or Admin.
When to encourage users to open a ticket?
Any time 2 individuals agree upon a trade that has been posted in the C3 Gaming Discord, ALWAYS recommend opening a broker request. Failure to do so will limit the support they receive when opening a scam ticket. #request-broker
Broker Form
Prior to opening a ticket, users will be asked to complete the following form:
Failure to include all required form questions may result in a delay. If a user fails to add all applicable form questions, to keep our server clean, brokers may immediately close with reason "Please include all information when opening a broker ticket. If you still need assistance, please open a new ticket."
Active Tickets
Once a ticket has been opened, a new channel will be created under the
---Broker Request--- category. Make sure this is selected in your personal Discord "Channels & Roles layout
If a broker has /claimed or interacted with a ticket and the user does not respond for over 10 minutes, it will automatically transfer to the --Broker Tickets awaing Response— category.
Due to Discord limitations, a channel can only be updated twice every 10 minutes, so it is not possible to change how quickly the channel gets moved to the awaiting response category. (Continue to work these tickets regardless of which category they are in. (This is a quick and easy way to see if the user has responded or not.
Ticket channels can only be seen by Admin, Moderators, Brokers, and the user who opened the ticket.
Claiming a Ticket
When a ticket is opened, Support Staff and the opening user will be pinged. Moderators are prompted with 2 options:
Close
Close With Reason
If you are going to actively work a broker ticket, the first step is to Claim it.
/claim - Claims tickets to let other brokers know that you will be actively working the ticket.
Claiming is not only beneficial to users to let them know that a C3 team member is assisting them, but it also lets other Admins and Brokers know that the issue is being handled. Brokers will be able to view but not post in tickets claimed by other Moderators. (Admins will always be able to post in open tickets.) The reason behind this is to not overwhelm the user with moderators talking over each other.
Transferring a Ticket
Escalating
For High Value or suspicious trades.
In the even that a trade is to large for you to handle, or if the trade seems supicious, feel free to escalate at any time. Issue the /escalate command. This will inform the user that their ticket will be handeled by and admin. However, this should only be done in the event that you are not equipped to perform the trade Again, high value or suspicious. You should first attempt a warm hand-off to a Sr. Broker (if one is available) or another broker that has more experience.
/switchpanel admin ticket - This will ping Server and Asst Admins
This is not automatic and must be performed after issuing the /escalate command
Transferring to another mod
If you need to transfer a ticket to another broker, you can use the following command:
/transfer [user] - where the user field is searchable and you enter their user name.
Only transfer a ticket if you have provided a warm hand-off to that broker. Meaning, you have communicated directly to them the intent to transfer.
If you are unsure of an issue and want another broker to take over, or if you are unable to continue working the ticket for an extended period of time, be sure to pass it off. If you fail to do this, the ticket will be inaccessible to other Moderators. If you are unable to reach another broker, and you know you will be away for an extended period of time, you must "un-claim" the ticket by using the command /unclaim. This will allow any broker to interact with the ticket and claim it.
Preferred method /transfer
If transfer is not posible REQUIRED /unclaim
Claiming un-claimed tickets
When another broker unclaims a ticket, any moderator is capable of claiming it.
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