Handling Tickets

General Ticket Info

• Trial Admins and Jr Admins should be the first people to answer a ticket and escalate when and if necessary.

• Do not enter a ticket you are not a part of unless you are requested by the person handling it.

• Do not handle a ticket for a situation you were involved in, or a situation your group, gang, etc. was involved with.

• NEVER share information about tickets with anyone except for other staff members and parties involved.

Non-Report/Moderation tickets

Tickets like business tickets, support tickets, etc. should be promptly answered and dealt with professionally. Communicate with the proper liaison when it is necessary.

Report/Moderation Tickets

• If you are opening a ticket after you have spectated a situation that you believe warrants a ticket you must provide a full clip with sound of the situation as well as the two minutes before and after said situation.

• If a player opens a Report ticket on another player, they should be asked to provide any evidence of the situation that they have. Video clips will only be accepted if they are complete clips, with sounds, and included the time before and after the situation.

• Tickets with no evidence will be considered "He said/She said", but only after logs and other things have been checked. If no logs can be found and no evidence exists, you will politely advise the party who opened how to capture the information needed next time.

• Remember that it is OK for someone to be upset with the situation. Try to deescalate and listen.

• Ask "While we will address this situation according to our guidelines. What is the outcome you are looking for?"

• If you are asked to see the evidence, show it. Every person has the right to know the evidence against them. NOTE: Do not share evidence if the ticket is dealing with something that could be illegal or could be particularly dangerous to either party. The only evidence that should be shared is evidence that pertains to reports of in city rule breaks. This means any screenshots, clips or logs. Make sure you include "Please understand that we are sharing this evidence with you in order to resolve this issue and because you have a right to see it. However, any retaliation against the submitting party will result in immediate escalate disciplinary action"

• Never open a ticket with an accusatory tone:

Example 1:

"Good evening, can you please tell me in detail about the event you were involved in at 10 PM EST at the docks, and provide any evidence to back up your claims"

"Hi Max, do you have a few moments to discuss the event that occurred near the docs around 10 PM last night. A report has been opened, and I would really like to speak with you to clear that up."

Example 2:

"Please explain why opened fire on the group of people standing at Pillbox about an hour ago."

"Good evening, I am looking into a situation that occurred about an hour ago at Pillbox and I was hoping you could help me clear things up. "

Example 3:

"Can you explain why you thought it was OK to farm materials while you were on a motorcycle?"

"Good morning, I wanted to take a moment and reach out. Earlier today I noticed you farming materials on a motorcycle. I just wanted to make sure you were clear on that rule for the future."

At the end of the day ticket handling is very similar to customer service. There is not a single one of us who has ever wanted to receive bad customer service, and a FiveM city is no different. When dealing with a ticket always think about how you would want to be treated in that situation.

Please see the subcategory sections below for specific information on different types of reports.