Support Training Guide

Go through Each Discord Channel with the trainee.

Staff Discord:

Support Announcements - This is where any important info in relation to support staff is relayed. As a support staff you should always be Watching this channel making sure you are up to date.

Support Information - This is where the important documents are held you should look at this channel to find any relevent information needed.

Support Suggestions - This Channel is where you can suggest things that you would like improved inside of support staff or any relevant changes.

Support Chat - This is where you can converse with other support staff about topics relating to support staff such as if you need help on a ticket. Please try to keep things in this channel relevant to support staff.

Support Punishment Logs - This is where you will be logging all punishments administered such as timeouts and kicks or warns

Support Punishment Requests - This is where you can request punishments that you cannot yourself administer to others.

Main Discord:

Support Logs - This channel is where the logs for everything Auto Bot blocks. You should only be punishing if the blocked word was a slur or anything on that level.

Commands - This channel is where you will be using support commands. Such as warn and Kick (For kick you should primarily be using the command not the discord kick make sure to log kicking in support punishment logs)

In This Section you will be covering the discord commands with the trainee.

• The info command is used in order to check a account's info on the server this is done by using !info and then pasting the members discord ID. for example ?info (discord id)

• The warn command is used in order to warn somebody on the discord and keep track of offenses. This is how we keep track of how many times somebody has commited the offense. for example ?warn (discord id)

• The Kick command is used in order to force someone out of the server (without banning them). This can be done in 2 ways either by right clicking their name and then pressing the kick button or through the command (reccomended), you can do it through the command by typing ?kick and then putting their discord id. for example ?kick (discord id)

• The Ban command is used in order to kick someone out of the server and restrict them from joining back. This can be done in 2 ways either by right clicking their name and then pressing the ban button or through the command (reccomended), you can do it through the command by typing ?ban and then inserting their discord id, after that you can input a preferred length if you leave it empty it will be a perma ban. for example if you want them banned for 1 day you would type ?ban (discord id) 1d

In This Section you will be teaching the trainee how to handle tickets.

• Firstly when you get pinged for a ticket you must first check what it is in relation to. For any questions that you cannot handle you should be going up the C.O.C by first pinging Assistant Support Lead and then Support Lead. For any questions in regards to CC's you can ping the sales representative role and for any forum admins questions please ping Forum Admin Leadership (Assistant Forum Lead or Forum Lead). And for GM related questions that you are unable to answer please ping GM Leadership.

In this section you will teach the trainee how to use the ticket functions, Claim ticket and Close Ticket

• Claim ticket is what we use to organise who is taking care of what ticket you press this button when you will be handling a specified ticket (this dosent mean you cant get others to help you all you need to do is ping your fellow support staff)

• Close ticket (as the name states) is what we use to close tickets you use this by pressing the button then it will bring a confirmation message in which you press close again and that should close the ticket.

• Remind the trainee to go over Support FAQ if they havent already.