Workflow

Handling

Most of the time one mod is enough to take care of a ticket, so unless you see that a user question has been left unanswered for a while by the original responding mod, you can answer it to speed up the ticket resolution. Ideally mods should focus on new tickets that haven’t received any answers yet.

If you see another mod struggling to answer a ticket and you know how to answer quickly, you may assist them by either going into the ticket directly or nudging them in staff chat.

Forceticket

Forcetickets can be used to directly confront a user, they can also be combined with an unverification to temporarily remove someone’s chat access in case the situation is serious and requires direct confrontation. Forcetickets can also be used if a member doesn’t respond to a contact requesting them to make a ticket or to ask serious questions that require a response (for example when a user has an AI profile picture)

Forceticket command

Common Cases

Before handling any ticket, use /lookup to gather basic information about the person involved. This helps you make informed decisions and spot suspicious patterns

1. Look up the user’s profile and account details

2. Check their community standing and verification status

3. Review their message history and past interactions

4. Assess the evidence provided in the ticket

Ticket Abuse

Spamy or malicious tickets are considered as ticket abuse and can often be closed immediately. Ticket abuse falls under additional severity ratings

Additional Severity Ratings

Hacked / Scam Reports

When a user reports someone for hacking or scamming, follow these steps:

Watch out for false reports

Reports from verified users with good community standing carry more weight. Be cautious of reports from unverified or recently joined accounts targeting other members/users

How Fake Reports Work: NTTS Video

1. Check that the reporter has provided sufficient evidence like screenshots or screen recordings are required. Vague claims without proof should not be acted upon

2. Look up the reported account:

• Verified account: If the evidence is solid and the reported account is verified, proceed with a ban/unverification
• Recently joined / suspicious account: Apply a cautionary kick instead of an immediate ban

Drama / Disputes

When members open tickets regarding personal disputes, arguments, or off-platform drama, handle them based on who is involved:

Verified Members

• In-Server Violations: Check if any server rules (such as Rule 1 or Rule 8) were broken inside our public channels. If so, issue standard notices/warnings to the rule-breakers
• Outside Drama: If the dispute is strictly personal or happened outside the server, explain that staff do not get involved in private drama, and encourage them to use Discord’s block feature

Unverified Members

If unverified users bring outside drama into mod-mail, let them know that staff do not get involved in arguments between non-verified members where no server rules were broken. Close the ticket

Pre-Emptive Reports

If a user opens a ticket warning that someone is planning to file a false report against them, follow these steps:

1. Thank them for the heads-up and note the context
2. Reassure them that staff require clear, authentic proof before taking any action
3. Do not take action against the other user until an actual report or in-server rule break occurs

Art/Merchant Access

Art Access

When a user requests art posting access:

1. Ask them to provide example artwork and progress screenshots or video recordings
2. Review the content to confirm it’s not AI or traced/stolen
3. If everything is good, remove the artlocked role from their account

Merchant Access

Merchant access is tied to rank rewards. Users need to reach the required level and have art access enabled before they can post in the marketplace

Rank rewards

Vouching Eligibility

Members who want to become vouching eligible or vouch need to meet the following requirements:

Voucher Requirements

If you’re unsure whether a user qualifies, ask another moderator to review their profile before making a decision.

To grant vouching eligibility, use the /actions command with the vouching flag. Make sure the user meets all voucher requirements before giving access

Actions Command

Verification Issue

If a mod or user creates a ticket with about verification issue which end up being resolved in the ticket, the user can be manually verified using the /verify inside the ticket

Verify Command

Limited Status Removal

If a user was previously given a limited status for age or other reasaons and have appealed/explained it in a ticket they can be given access to make another application again, to do that you need to remove their shadowban which can be done with the actions command

Actions Command

Appeals

Notices

Notices are not appealable. Users can explain themselves or provide context, but the notice will remain on their record

Timeouts

Timeouts can be appealed through the Wypher Bot. If the user provides a valid reason or the timeout was applied incorrectly, it can be removed or changed

Warnings

Warnings can be appealed, but even if the appeal is successful, the warning will still show up in the Wypher Bot’s record. The appeal process allows users to contest the warning and provide context which will be appended in Wypher Bot as a note

Toyhouse Codes

Wypher gives out ToyHouse codes, if a person becomes annoying about it remind them to be patient