Support (BETA)

With the support module, you record and organize support cases (e.g. bugs, unban requests, refunds). Cases can be organized by category; statistics show volume over time.

Manage categories

Categories organize and structure your support cases. Example categories could be: "Bug reports", "Refunds", "Project management", or "Unban requests".

To add a category, click the "Manage categories" button in the top right.

On this page, you now see all support categories. To create a new category, click the "New support category" button in the top right.

Enter a name for the category and it is created.

Create a support case

To create a support case, click the "New support case" button in the top right of the dashboard.

You receive a form where various data must be entered, including:

• Title: A brief description of the support case.
• User (player): The name or Discord ID of the user.
• Category: One of the created categories can be selected here.
• Priority: Determines how prominently the ticket is displayed.

After clicking the "Continue" button, three more fields must be filled out to capture and assign the support case in more detail.

• Description: A precise, detailed description of the issue.
• Assigned members: Members can be included in a support case this way.
• Assigned groups: So that not every member has to be selected individually, entire groups can be added to the support case.

Manage a support case

Once a support case has been created, it is visible in the dashboard. Either under the overall overview or under "Open". With the "Details" button, the individual details can be viewed again or the support case can be edited.

With the "Next status" button, the support case can be moved to the next status. The following support statuses exist:

• OPEN
• IN PROGRESS
• WAITING
• RESOLVED
• CANCELLED