The ticket system is the official way we handle reports, appeals, technical issues, and questions for the admin team. It helps us keep communication in one place, preserve the resolution history, and treat each case fairly.
Response Time
We reserve up to 24 hours for the first reply or for starting work on a ticket after it is created. In most common cases we reply much sooner, often within a few minutes when an admin is available. More complex reports, appeals, outages, or evidence reviews may take longer to fully resolve.
What A Good Ticket Should Include
- your in-game nick, SteamID, or Discord name, depending on the case,
- the server name, approximate event time, and a short description of the issue,
- evidence if you have it: screenshot, video, link, player name, or coordinates,
- a clear question or expected outcome so the admin knows what to check.
Duplicate Tickets And Urgent Follow-ups
Create one ticket for one issue. Duplicate tickets, repeated urgent follow-ups without new information, or messages like "when will this be done" will not speed up the process. They can slow the team down because they split context and fill the queue. If you need to add something, reply to the existing ticket.
Respectful Communication
Communicate with the admin team clearly and respectfully. We understand frustration after a raid, ban, or technical problem, but insults, threats, pressure, spam, ridicule, or personal attacks do not belong in support. A ticket is a place to solve an issue, not to argue.
Right To End Communication
The admin team reserves the right to end communication, close a ticket, or restrict access to the ticket system if a player communicates rudely, attacks team members, spams, repeatedly creates irrelevant tickets, abuses the system, or tries to bypass a previous decision. Serious attacks, threats, doxxing, fraud, or harassment may result in immediate blocking without further discussion.
Ticket Confidentiality
Tickets are intended for communication between the player and the relevant admin team member. Do not publish ticket excerpts out of context, personal data of other players, or private communication. If something needs to be checked publicly, the admin team will ask for a suitable update.
Admin Team Decisions
Reports and appeals are reviewed based on available evidence, logs, server rules, and context. Not every ticket ends with the outcome the player wants. If you disagree with a decision, you may add new information clearly, but repeated reopening of the same case without new evidence may be closed without another response.
The goal of support is to resolve real problems quickly and protect the community. The more precise and calm your ticket is, the faster it can be checked.