📖Support Role

Basics of Support

Your job is to make sure all the channels are clean in the discord as well as be the first person responding to tickets in support and report. Greet players once a ticket is opened and then rename tickets by using the command $rename ticketissue-ticketnumber. If you have questions about a ticket please tag a Moderator in #ticket-discussion. You will also be responsible to make sure that all channels in the discord are remaining non-toxic.

So you just got hired, the onboarding team walked you through a test ticket. It seemed a bit overwhelming, didn't it? No worries, in this guide I will break down a typical ticket from start to finish and what is expected of you. I will also be introducing the logs to you.

Your main job as a Support is to work in tickets. You’ll be watching clips of reported rule breaks and giving the admin team the needed information to proceed with handing out punishment. Another job you’ll have as Support is to monitor the discord. Ensure all channels are being used properly and respectfully. You can look at a step by step on how to handle tickets by looking at Ticketing How To's

Getting Into Your First Ticket

When a new Support Ticket is opened this is what you will see.

The first thing to note is that the ticket has been opened for VDM.

In that case, we require a clip. All clips submitted MUST be 2 minutes in length and should include sound for context. The only exception to the 2 minute rule is for reports of f8ing, exploiting, and slurs.

The first thing you are going to do is send a message, asking them to provide the clip. Immediately after sending your first message, you should be renaming the ticket. To do so the command is $rename. In this case, you would type $rename vdm 0012 and then hit send. The numbers at the end of the ticket name must stay in the ticket name.

It should now appear like this under the Support and Reports category.

By this time, they've probably responded. Depending on their response, you're going to do one of two things.

• If they tell you they don't have a clip then you would inform them that our policy requires a two minute clip for all rule breaks and that without it we cannot do anything.

• If they provide a clip, first confirm that the clip is the appropriate length of two minutes. If it is then watch the clip to confirm the rule break occurred.

While watching the clip you're going to be looking for two things. The first thing you'll be looking for is the rule break. In this instance you're going to be looking to confirm that VDM happened. If it is confirmed, you’ll type in the ticket “confirmed VDM.”

The next thing you'll be looking for is something to identify the person who committed the rule break. Look to see if the clip has the person’s ID in it.

As you can see, they managed to get the ID of the person. (147)

From here we need to figure out who ID 147 actually is.

You're going to go into the Illusion Logs discord and search “in: joinleave-logs 147”

The first log to come up will be the most recent connect or disconnect for ID 147.

We now know this person’s steam name, their discord name, their license, their Citizen ID, and we know whether or not they are still in city. If the most recent log says “Loaded” with a green bar on the side (like above), that means they've connected to the server. If the most recent log says “Dropped” with a red bar on the side, that means they've disconnected from the server.

Our next step is to copy the steam name and license and paste it in the ticket. You will ping an Admin and ask them to handle for VDM.

The Admin team will then take over the ticket and finish it out.

Learning to Read Logs

A big part of your job as Support is reading logs. You will learn to identify everything from when someone joins or disconnects from the server, when someone dies, when a player uses an item, and so on. Almost everything a player does within the server is logged in some way. There are a few cases where you may need a Moderator or higher to look in TX Admin logs for a death.

To find a specific type of log, you would type in the search bar “in:” and then whatever channel you're trying to look into.

• Example:

  • Someone opens a ticket stating that oxy poofed from their car’s trunk. They don't have a clip because when they put the car in their garage, the oxy was there and then 2 days later they pulled the car out of the garage to retrieve the oxy and it was gone. This is something that isn't capable of being clipped so we will need to look into logs. The process is below:

First thing you will search in logs is their Discord ID in: joinleave-logs. This will provide you with their Citizen ID.

Copy that, then in the search bar enter their Citizen ID in: trunk-glovebox-logs.

You notice this is the most recent log for oxy connected to their Citizen ID.

This log shows that the oxy was “dropped” or put into the car. Since it's the most recent log, that means it never came out and should in theory still be in the trunk. We would be able to reimburse this. Ping an Admin asking them to reimburse 10 oxy.

Log Breakdown

Some things in logs can be a bit confusing to understand, below is a guide to help you understand what you're reading. These are some of the most common log examples you'll see.