Support and moderation
How support works here
Everything goes through one ticket system — here is what happens after you press send.
One front door
Everything — help, bugs, reports, appeals, refunds, applications — goes through the support page. There are no ticket channels in Discord any more, and staff DMs are not a support channel.
That is deliberate. A ticket has a number, a history, and an owner. A Discord message has none of those and gets lost.
What happens after you send it
Your ticket moves through a few states, and you can see which one it is in at any time:
- Open — waiting for a staff member to pick it up.
- Claimed — somebody is handling it.
- Needs your reply — staff have asked you something. Nothing moves until you answer.
- Resolved — sorted. Reply on it if the problem comes back.
You will get the reply on the ticket itself, not in Discord. Check back on your tickets.
Making it fast
- Fill the form in properly the first time. Half the delay on a typical ticket is staff asking for information that could have been in the first message.
- One ticket per issue. See rule 8.3.
- Be honest. Staff can see the logs — rule 8.5.
What staff can see that you cannot
Staff can add internal notes to a ticket while they investigate. You will not see those, and that is normal — it is where they check logs and agree a decision. Everything meant for you is posted as a reply.