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Tutorials

Setting Up and Using Tickets

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

Moderation and Support
Who uses it
Moderators and support staff
Where it lives
Discord /support, Dashboard > Tickets, Dashboard > Inbox > Rules
Goal
Members have a clear support path and staff can track, resolve, and learn from recurring issues.
On This Page5 sections

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 gear check, 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 Screenshot Reading, Build Health, Settings, or the relevant build editor.

Check It Worked

  • 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 gear check.
  • Using tickets as a replacement for Review Queue decisions.
  • Letting support destinations go stale after role/channel changes.