Staff Post-Training

Tickets

This section details the process for handling player support tickets within PGN Underground.

Tickets are a very common method for players to seek assistance or report issues. Understanding the different types and how to handle them correctly is crucial.

Ticket Types

• General Tickets: Used for general questions and support requests not covered by other categories.
• Permission Tickets: Used by players seeking permission for specific roleplay scenarios that might deviate from standard rules or require explicit approval.
  • Important: Always consult the permission guidelines found in the #staff-info channel (in the Staff Discord) before granting permissions. Some permissions are restricted by civilian class or can only be granted by specific staff ranks.
• Report Tickets: Used by players to report other players or staff members for rule violations.

Handling Report Tickets

1. When a report ticket is opened, request a video clip of the incident and a brief description of what occurred.
2. If a clip is provided:
   • Review the evidence.
   • If disciplinary action (DA) is warranted, you may issue it directly or add the player to the "DA to be issued" list in the Staff Discord, following standard DA procedures.
   • If you determine a DA is not warranted based on the evidence, you may add the reported player to the watchlist or explain the relevant rules to the person who opened the ticket.
3. If no clip is provided:
   • You cannot issue a DA based solely on hearsay.
   • You may add the reported person to the staff watchlist for future observation.

Ticket Etiquette and Procedures

• Professionalism: Always use proper grammar and maintain a helpful, professional tone.
• DO NOT argue with users in tickets.
• DO NOT discuss the specifics or terms of bans, other DAs, or staff promotions within tickets.
• Closing Tickets: Close tickets using the command /close. Providing a closure reason is optional. DO NOT use /close request
• Ban Appeals / Staff Reports: If a user wishes to appeal a ban or report a staff/department member, provide them with the link to the correct form. Ask if they need further assistance but DO NOT DISCUSS THE REPORT OR APPEAL ITSELF in the ticket.
• Escalation: If a ticket requires action or input from a rank higher than yours, ping the appropriate rank(s).
• Locking Tickets: If a ticket needs to be locked (e.g., due to spam, abuse, or resolution), ping the Internal Affairs role.
• Interference: If another staff member is actively handling a ticket, do not interfere or add comments unless the player has been waiting for a response from that staff member for over one hour.
• Renaming Tickets: When you handle a ticket, rename it using /rename [Brief Description]. Examples: /rename perm request, /rename report {number}, /rename staff interview.