No DM Help
Section titled “No DM Help”If a user/members DMs staff with a server related issue, redirect them to open a ticket instead. This keeps everything documented and accessible for moderators in the future. If they ask why you can point to the last clause in the rules that says to do so
Notifications & Access
Section titled “Notifications & Access”To receive pings on new ticket activity, you’ll need the Inspector role. Without it, you won’t be notified when tickets are created. Tickets appear as a private thread under mod-mail, so even if you aren’t notified, you can still search for them (either via Discord or the lookup command) and find them in that channel’s thread menu
Managing
Section titled “Managing”Tickets can be closed directly using /ticket close or if you are unsure if all of the users questions got answered use the close button that will ask the user if all their questions got answered before closing, if the user clicks the button instead the ticket is closed directly. If there is no further questions or the button isn’t used within 24h the ticket can be closed by a mod
To reopen a ticket use /ticket open in the thread, if you don’t have permissions to type in a locked thread ask a Meowd or Silly Admin to run the command for you
Referring to Staff
Section titled “Referring to Staff”Sometimes members may hold individual moderators responsible for collective staff decisions either because that mod was heavily involved or the member blames them personally. To avoid this:
- Explain that decisions are made by the staff team, not individual moderators
- Depending on the situation, clarify that decisions follow server rules and are not personal attacks
- Avoid naming specific moderators, refer to them as “the other moderator” instead of calling out a particular person
Workflow
Section titled “Workflow”Learn the general ticket workflow and how to deal with reports, art access and more