Staff-Talk Tickets

Moderators Only

This page covers procedures for @Moderator only. @Cutie Helper cannot open or manage Staff-Talk tickets independently.

Cutie Helpers may observe these tickets as part of their training but cannot issue warnings, mutes, or punishments.

info

For the first 2 months as a @Moderator, draft your messages in 📙moderators and get approval from a @Server Committee Member before opening tickets.

Important Guidelines

• Punishment/Action Tickets

  • Punishment tickets must be opened by Moderators only.
  • Only 1 staff member may talk within a ticket at a time. Do not dogpile into the ticket
  • Do not give out any punishments in tickets started by a member.

Never Start with Punishment

Never start the ticket by stating the punishment. This is critical - always begin with a respectful conversation, explain the situation, and then discuss consequences.

While these tickets will be used to dish out a punishment, we still want to treat members with respect. Starting directly with punishment creates a hostile environment and damages trust.

❌What NOT to do

• You're being given a 3-day timeout for breaking the rules.
• You violated [rule] and are being warned.
• Here's your punishment: [punishment type].

✅What TO do

• Start with a polite request for their time
• Share evidence before discussing consequences
• Explain the rule violation clearly
• Allow the member to respond and explain
• Only then discuss the punishment
• Maintain a respectful, professional tone throughout

Example: Professional Ticket Opening

Here's an example of how to properly handle a staff-talk ticket from start to finish:

💬

Staff-Talk Ticket Example

Moderator 12:21 AM

Hi Username, do you have a moment to chat? I'd like to discuss something that happened in general-chat.

Member 12:23 AM

Sure, what's up?

Moderator 12:25 AM

I wanted to bring this to your attention. [Screenshot attached]

This message violates our server rules regarding respectful communication. Can you help me understand what happened here?

Member 12:29 AM

Oh, I see. I got a bit heated during the discussion. I apologize, that wasn't okay.

Moderator 12:31 AM

I appreciate you acknowledging that. Based on our staff guidelines, this will result in a formal warning. Do you understand the warning and what you did wrong?

Member 12:33 AM

Yes, I understand. I should have kept the discussion respectful even when I disagreed.

Moderator 12:35 AM

Thank you for understanding. This warning will be logged. Please remember to keep discussions respectful going forward.

Key points from this example:

1. ✅ Starts with a polite request for their time
2. ✅ Shares evidence before discussing consequences
3. ✅ Explains the rule violation clearly
4. ✅ Allows the member to respond and explain
5. ✅ Acknowledges their response respectfully
6. ✅ Only then discusses the punishment
7. ✅ Confirms understanding before closing
8. ✅ Maintains a respectful, professional tone throughout

---

Setting up a Ticket

1. Go to 🎫𝘖pen-a-𝘛icket and select button.
2. Rename the ticket using /rename to: Stafftalk-Username.

• Note: /rename has a short cooldown. If it fails due to cooldown or permissions, you can rename the ticket thread title manually.

3. Add the user to the ticket with /add.

---

Communicating with the Member

Use a calm, professional tone. Keep messages short, clear, and focused on facts.

• Start by politely asking for their time
• Share the evidence first (screenshots/links)
• State the specific rule and how it was broken
• Ask for their perspective; avoid arguing or debating
• Explain the outcome and next steps
• Thank them for their time and confirm understanding

If it becomes too much to handle, request help from another @Moderator in 📙moderators.

Don't Stress!

Remain calm and objective! If you feel yourself getting frustrated, please step away and ask for help.

Short Example

💬

Ticket - Respectful Communication

Moderator 12:25 AM

Hi @Member, do you have a moment? I'd like to discuss a message from general-chat.

Member 12:27 AM

Sure.

Moderator 12:29 AM

Here's the message in question (screenshot attached). It conflicts with our rule on respectful communication.
Could you share what was going on from your perspective?

Member 12:31 AM

I got frustrated and I shouldn't have said that. Sorry.

Moderator 12:33 AM

Thank you for acknowledging. We'll issue a formal warning so we can move forward. Please keep discussions respectful going forward.
Do you understand the warning?

Member 12:35 AM

Yes, I understand.

Issuing Punishments

• Inform them of the punishment according to the Staff Guidelines and ask them to acknowledge the punishment.

warning

Do not remove the member before they have acknowledged the punishment. We need explicit acknowledgement to confirm they read and understood the rule break and the action taken.

While waiting for acknowledgement, ping the member every ~24 hours to bring the ticket back to their attention. If they remain unresponsive for two weeks (or are clearly active elsewhere while ignoring the ticket), you may request to temporarily remove their verification until they respond in 📙moderators by adding back the @Unverified Role.

If this still does not work, the @Head Moderator may decide to close the ticket and log it as "unresponsive".

• Remove the member from the ticket after member acknowledges the warning/punishment using /remove ticket bot command.

Logging the Ticket

• A @Server Committee Member will guide you on how to log the ticket into the GitHub Warning Book.

Dont forget to make a GitHub account and request access!

GitHub Warning Book

info

Properly handling tickets ensures transparency and fairness for members involved!

Training Cutie Helpers

As a @Moderator, you are expected to assist and train @Cutie Helper. When handling Staff-Talk tickets:

• Allow Cutie Helpers to observe the ticket process
• Explain your reasoning and approach
• Answer their questions in 📙moderators
• Remember: they cannot issue punishments themselves, but learning by observation is valuable