Opening and claiming tickets
Managing Tickets
C3 Gaming Discord has implemented the use of Cloud Tickets Bot. Familiarize yourself with these steps on interacting with tickets and the users who open them. Tickets are available for the following categories: Farm Help, Server Help, General Inquiry, Storage Help, Schematic Perm Application, Scam Report, and Staff Complaint Asst Admins also reserve the right to temporarily enable Applications. Applications are a special Category for users to express interest in becoming a member of the C3 Team.
When to encourage users to open a ticket?
Tickets are a great way to not only track a single issue, but create an archive searchable by Moderators and Admins to remedy future problems. When not to use tickets: Server Suggestions, General Discussion,
Many issues can be addressed directly in C3's Farm-Help channel. However, if an issue can't be resolved in 5 messages or fewer, recommend that the user opens a support ticket.
Reply to the user with !ticket to insert a custom embed instructing users to navigate to the
# open-a-ticket channel so that we can further assist them.
Opening a Ticket
Tickets bot utilizes react emojis to automate the process of opening tickets. This streamlines the process for users needing help and is moderated by the C3 Team. This also provides a way for Moderators and Admins to quickly review the issue being reported. Users need to simply click the appropriate button that describes their issues.
Ticket Forms
Each type of ticket has an associated form that the user needs to fill out before their ticket becomes active. They are prompted with a pop-up.
Active Tickets
Once a ticket has been opened, a new channel will be created under the
---Tickets--- category. Make sure this is selected in your personal Discord "Channels & Roles" layout
Once a ticket has been claimed or interacted with by support staff, the ticket will automatically move to --tickets awaiting response-— if there has been no response from the ticket opener after 10 minutes
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.
Ticket channels can only be seen by Admin, Moderators, Ticket Support, 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 ticket, the first step is to Claim it.
/claim - Claims tickets to let other Support members know that you will be actively working the ticket.
Claiming is not only beneficial to users to let them know that a C3 staff member is assisting them, but it also lets other Admins and Moderators know that the issue is being handled. Moderators 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 General Inquiry or Server Help (primary)
Staff Support's primary job when working a non-farm/storage/minecraft ticket is to screen tickets and confirm that the user is experiencing a real issue. (Many tickets will be erroneous and can be closed without much interaction.) If a ticket is deemed appropriate, use the /escalate command. The escalate command will post an embed in the channel informing the user that their ticket is being escalated to an Admin. The post will provide reminder text to then transfer the ticket. This is only to be used if you are certain there is a real issue.
/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 mod, 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 mod. Meaning, you have communicated directly to them the intent to transfer.
If you are unsure of an issue and want another mod 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 mod, 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 moderator to interact with the ticket and claim it.
Preferred method /transfer
If transfer is not posible REQUIRED /unclaim
Claiming un-claimed tickets
When another mod unclaims a ticket, any moderator is capable of claiming it.
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