Skip to content

Ticket Handling Workflow

1. Claim the ticket

Click the ticket system's claim control so other staff know who is handling the report. Avoid duplicate investigations.

2. Greet and gather details

Calmly greet the reporter and request, where relevant:

  • Reporter's in-game name (IGN)
  • Reported player's IGN
  • Approximate timestamp and coordinates
  • Direct video or screenshot evidence
  • A concise description of what happened

Do not demand unnecessary personal information.

3. Review the evidence

  • Video: prefer at least 15–20 seconds of continuous, unedited footage with sufficient context.
  • Screenshots: require full chat context and timestamps for chat violations.
  • Hacks: use the investigation guide; statements and rumors alone are not proof.
  • Griefing or theft: inspect the location and relevant CoreProtect history if available.

4. Investigate griefing or theft

  1. Travel to the reported location using authorized staff tools.
  2. Use /co i to inspect affected blocks or containers.
  3. Use a narrow, relevant lookup to establish who changed what and when.
  4. If a rollback is justified, verify the user, time range, and radius before running /co rollback u:<suspect> t:<timeframe> r:<radius>.
  5. Escalate broad, uncertain, or high-impact rollbacks to an authorized Manager/Developer.

5. Take action

Use the punishment matrix and check prior history. Confirm the command and permission exist on the live server before using them. Use a neutral, specific reason. For high-impact cases, follow the required leadership approval process.

6. Log and close

Before closing, record the action, duration, reason, evidence link, and any follow-up required in the appropriate staff log. Post evidence in the designated private #staff-evidence channel. Close the ticket with a concise, professional summary.

Refunds and restoration

Do not refund lost items based only on an unverified claim of lag or a crash. Request relevant evidence and follow current server policy or Developer confirmation. Do not promise a refund before approval.

Ticket response template

Thanks for the report. I’m reviewing the information and evidence now. If you have additional unedited footage, screenshots, or an approximate timestamp/location, please add it here. We’ll follow up once the review is complete.