At PvPHub, we separate player tickets into four categories:
- Appeals
- Appeals for in-game punishments.
- Usually easy and fast to take care of (for some situations they can be longer)
- Player Reports
- Used by players to report other users in-game or in the discord.
- Easy to take care of, should have a fast response time.
- General
- Can be a variety of different scenarios, such as Rank Transfers or Questions & Enquiries.
- Some of these require more expertise to answer (i.e., System-Administrator or Administrator), and may need to be escalated.
- Staff Reports
- Reports from regular members against staff members.
- These are handled by the Management team.
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If you need to hand over a ticket at any point, please do so concisely and professionally!
Example:
... I'll hand this over to @Someone ...If you absolutely know the answer to a query in a ticket, we urge that you take initiative to handle it if no other staff member is already handling it.