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Support

Setting Up and Using Tickets

Use support tickets for member problems, evidence issues, review disputes, and staff follow-up.

Who uses it

Moderators and support staff

Where it lives

Discord /support, Dashboard > Tickets, Dashboard > Notifications

Goal

Members have a clear support path and staff can track, resolve, and learn from recurring issues.

Before You Start

  • A support destination or staff process.
  • Moderators who can view and resolve tickets.
  • A shared policy for when tickets should become review actions.

Steps

1

Configure support destinations

Set a support user or channel so tickets land somewhere staff will actually see. For higher-volume guilds, pair tickets with notification rules or Web Inbox.

2

Teach members when to use /support

Members should use tickets for wrong scores, evidence not processing, confusing build requirements, role assignment problems, or staff questions.

3

Work the ticket with context

Open the related verification, thread, or build before resolving. If a ticket reveals a build problem, fix the build and then resolve the ticket.

4

Use ticket trends

Repeated tickets about the same build, evidence source, or role assignment are product signals. Route them to OCR Insights, Build Health, Settings, or the relevant build editor.

Launch Checklist

  • Ticket arrives in the configured destination.
  • Staff can see open tickets in Discord or dashboard.
  • Resolution includes enough context for later audit.
  • Recurring ticket themes become build/settings fixes.

Common Pitfalls

  • Resolving tickets without checking the linked verification.
  • Using tickets as a replacement for Review Queue decisions.
  • Letting support destinations go stale after role/channel changes.

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