General Support Scenarios
Below are some basic situations you may run across while you’re a Support Member. These will not be all the situations but give you a good idea on how to respond to an issue whether you know the answer or not. All answers will change depending on the situation and these scenarios won’t be a match 1-for-1. If you have any issues, follow Chain of Command (CoC)
I’m looking to apply for Staff or Gamemaster but was unable to post a thread on the Forums.
Instruct them that they have to log-in to the Forums through Steam, once they have logged in they have to click the “Join” blue button at the bottom of the Forums Page. Once they have done that, they will be able to click back into the proper sections and post a thread, following the format.
I was accepted for Staff / GameMaster and need to be trained, but don’t know who to go to.
As Support, you would escalate this issue and would check and see if there were accepted for Staff or GM. If it's Staff then ping a Superadmin and they will take over from there. If they were accepted for GM, you would ping for a Senior Gamemaster and they would take it from there.
Two members are constantly arguing back and forth in a public channel and someone has created a ticket complaining about this issue.
You would proceed to join the channel, listen for a couple of seconds before telling them to mute themselves and listen to you as you are support. You would continue to pull them into the Support channel where you’re able to discuss with them why they should not be arguing in a public channel. Should assist them to the solution of their issue and ensure there isn’t left over hate in the air as we don’t wait toxicity.
Someone is posting graphic material in the #media channel on Discord.
You would immediately delete the message from the Discord channel, proceed to ban the person from the Discord and selecting delete all messages person has made. Once they are banned, you would continue to log your ban in the Support Ban Logs on the Staff Discord.
You’re in the general chat on Discord and someone joins and begins to talk but then uses a soundboard to begin playing music.
You would ask the person to stop playing music as that is what the BOT is used for and can be requested via the #bot-commands. If they continue to not listen, continue through with a mute for 5 minutes and shoot them a DM explaining to them why they were muted.
I bought a Custom Class but unsure where I forward the information to.
Instruct them through the proper steps of registering / signing into the Forums. Once fully signed in, point them to the Custom Class section on the Forums and have them go into the Custom Class Guidelines thread, at the bottom of that post is a CC Format they will have to copy & paste into a new thread.