6.5

1. Read the full ticket before responding.
2. Greet the player professionally and identify what help they need.
3. Ask only for information relevant to the report.
4. Do not promise an outcome before reviewing the evidence.
5. Keep private information inside approved staff channels.
6. If another staff member is already handling the ticket, coordinate before taking over.
7. If you are involved in the complaint or have a personal conflict, disclose that and ask someone else to handle it.
8. Summarize the action taken, explain any next steps, and close the ticket only when the process is complete.
9. Do not share ticket contents outside authorized channels.

Do not pressure players to withdraw complaints, discourage appeals, or demand that they praise staff. A respectful disagreement is not automatically a rule violation.