Using Tickets
For handling both moderation issues, and general changes and requests, both with the Discord, and external services like this wiki, the Fedi instance and more, a ticket service has been setup that anyone can use. Currently, this is the Tickets bot attached to DisNCord, but other methods may be added in the future as needed. This wiki page categorizes how tickets are used, how to file one, and more.
Understanding Tickets
A ticket is a way of a user communicating with staff in a formal way. Most tickets will either request for either help, a request for change, or a report for staff. However, anyone may file a ticket for something to be considered and acted upon.
While not limited to these, the following should all be considered a valid type of ticket
- Reporting Rule Violations In Chat
- Denoting That A Conversation Should Be Saved For The Wiki
- Requesting A Project Channel Be Requested (or other moderation service)
- Request for Help on non-Discord services such as the wiki or mastodon instance
- Contacting NCommander or staff on a semi-urgent basis.
Tickets represent the triage stage of both incident management, and project management. The request comes in, is either handled immediately, or dispatched to where it needs to go. The lifecycle of a ticket explains more.