The Ticket System

My Tickets

Access the Ticket Overview by going to the Admin Menu and selecting Tickets.


  • 10 entries (back 1-10 next)<
  • Here you find the current number of tickets. In this case 10 tickets are in progress.
  • Show closed
  • Here you find all tickets that admins in your squad worked on got closed. The tickets are sorted after months and disappear after 365 days. We advise you to take a closer look at those tickets during your time as a trainee. It helps you to get a better feeling of how you can handle tickets and interact with the user. Furthermore it improves your knowledge about the daily problems of a user and in particular the problems in your section/squad.

  • Open tickets: [Adminsquad name]
  • Here you can see in which ticket squad the ticket is located.
  • Age (yellow)
  • Here you can see how long the user is already waiting for an answer from an admin. The color changes to red, when the user is waiting too long (3 days). Tickets should be answered as fast as possible (within 24 hours).
  • S/P (green)
  • This letter just shows you whether it is a support or a protest ticket.
  • Title (red)
  • In this column you can read the nickname of the user and why he has opened this ticket.
  • Section (blue)
  • Here you can see in which specific navnode, cup or ladder the ticket has been created.
  • Adminsquad / Admin (orange)
  • Here you can find the current adminsquad and the responsible admin for this ticket. As long as there is no admin name behind the adminsquad the ticket is "free". This means that you can lock it and handle it.

Basic information concerning dealing with a ticket

Before we start with support or protest tickets you have to internalize some basic information about how to deal with such a ticket.

Three phases of processing

  • information phase
  • Only if there are no open question for you in the specific case you have all necessary information.
  • solution phase
  • You have to find a solution now based on the available evidence/facts and the rules. Trainees should not be afraid to ask other admins!
  • decision phase
  • When you have all facts together and found a solution, you have to write a final answer. You shortly describe the situation, write down the punishment and execute it (if necessary) and close the ticket of course.
Tip: Please use this phrase „... has been punished according to the rulebook and the available facts" instead of naming the amount of penalty points, etc. This is more polite and prevents a "flame war".
Keep in mind: Decisions have to be made according to the present facts, best of our knowledge, the rules and always FOR and not AGAINST the user.

Support

Support-Tickets have nothing to do with matches. They are mostly created when a user needs help with something e.g. reporting an insult or having problems with an award.

Structure and function of support-tickets



  • Support Ticket #ID
  • This displays the ticket id and shows whether it is a support- or a protest-ticket.
  • Wire AntiCheat
  • Headline of the Tickets.
  • created
  • Marks the date and time of creation of the ticket.
  • changed
  • Marks the last time an admin answered in this ticket.
  • Admin
  • Displays which admin is handling or has handled this ticket.
  • Status
  • Here your find the current status of the ticket. Possible statuses are e.g. closed (ticket has been handled and closed) or open (someone has to handle it).
  • Requester
  • Here you can see who opened this ticket.
  • Adminsquad
  • Displays in which squad the ticket is.
  • All requests
  • By clicking there you will be forwarded to an overview that shows all previous support-tickets of the user. Here you can find out whether the user has already created a ticket for the same issue. Especially for decisions concerning penalty points, etc. some users try to avoid that by asking opening another ticket, hoping to get help from another admin.
  • Move Ticket (League)
  • You can move support tickets as an admin to another league. In the dropdown you can find some leagues, where you can move it. Maybe it is a CS:S 5on5 League ticket, then you can move this ticket directly to the right squad. Before you move the ticket please write a short reason why you move it (only if necessary). This helps the receiver to get to know what you want from him.
  • Move Ticket (Country)
  • You can move support tickets as an admin to another country. In this dropdown you find all countries which means that if you got e.g. a French user you can move this ticket to the collecting point of this specific country. Don't forget to write a short reason (if necessary).
  • Move Ticket (Squad)
  • You can move support tickets as an admin to another squad. In the dropdown you find the most needed squads. Maybe you don't know the squad ID from a special squad then just take a look at the dropdown menu. In order to move a ticket you only have to select the name of the squad and press the move button afterwards. As mentioned before don't forget to write a short reason why you move this ticket (if necessary).




  • Move Admin:Squad
  • You can move tickets directly to an admin. When you know the User ID from the admin and the squad (eg. StarEnte 1642344:6393), you just have to press the 'move' button. Of course you can't know all IDs. When you press on the picture with the guy and the magnifier, a new window opens where you can search for the admin name. Then you can see in which squads the admin is working. When you have selected the squad, the system will automatically write the ID of the user and the squad ID into the textbox.
  • Access Restriction
  • Here you can restrict which admins can read this ticket.
    • Normal: Every admin with the permissions in this section can read this ticket.
    • Squad: Only admin in your squad can read this ticket.
    • None: Every admin with permissions anywhere in the ESL can read this ticket.

The tickets are all tabularly constructed. In the first column (yellow) you can see who wrote something and when. The second column (green) shows the content that has been written down (by the user or admin). At the third column (red) you can see the action of the user e.g. he has uploaded an attachment and in the last column (blue) you can see the action of the admin.
  • Paper-clip displays that the user or the admin has uploaded a file in this ticket e.g. screenshots.
  • Letter Symbol says that the admin has answered the user and an email has been sent to him.
  • Red point say that this is an admin comment. This comment isn't visible for the users, therefore it is used to write something when you move a ticket to another admin or make notes for yourself.
This menu is for the communication with the user, here you can write your answer and you can close this ticket or write an admin comment.
  • Attachment
  • Here you can upload a file by yourself into this ticket.
  • Textfield
  • Here you can write your answer or admin comment.
  • Dropdown: „Blank address“
  • Here you can load pre-built texts in the text field eg. „English please!“.
  • Dropdown: „Admin comment“
  • Here you can decide what is going to happen with the ticket next, e.g. closing it.
  • Close ticket and mail text
  • The ticket will be closed and the user receives an email.
  • Close ticket (do not mail reply):
  • The ticket will be closed, but we don't send any email.
  • Mail text only, do not close ticket:
  • We send a mail to the user, but the ticket stays open.
  • Admin comment:
  • There you write an admin comment which is displayed with a red point and the user can't see it nor does he/she receive an email.
  • Visible comment:
  • The visible comment is used when a second admin should write his opinion on your wish. The user can read this comment, but doesn't receive an email.
If you have set everything correctly and checked your answer, you can confirm it with „Send“

Guideline for handling support-tickets

Here you can find some guidelines for handling support-tickets. Please follow them in order to avoid chaos in your squads and in the tickets.
  • Support-Tickets have to be closed after every answer
  • This helps us to keep the number of tickets in the ticket overview as low as possible. As a result you won't lose the orientation in your squad. The user can reopen the ticket he/she created at any time when he/she answers.
  • Moving tickets
  • Before you move a ticket, please check carefully if you have set the ID correctly. Furthermore don't forget to write a short admin comment with the reason why you are moving the ticket (if necessary).

Protest

Protests are always connected to a match and you mustn’t and can't move them. In a protest you have three parties, the admin and both players or teams. Please take care that there is always order and discipline in a protest.

Structure and function of a protest



  • Protest Ticket #ID
  • You can see the current ticket ID and whether it is a support or protest ticket here.
  • Adjustment
  • Headline from the ticket.
  • created
  • Marks the date and time of creation of the ticket.
  • changed
  • Marks the last time an admin answered in the ticket.
  • Admin
  • Displays which admin is handling or has handled this ticket.
  • Status
  • Here your find the current status of the ticket. Possible statuses are e.g. closed (ticket has been handled and closed) or open (someone has to handle it).
  • Creator
  • Here you see who has created the protest. This user/team is marked with the blue beam.
  • Protest against
  • Here you see against which user/teams the protest has been opened, which is marked with the red beam.
  • Current requests
  • By clicking here you will be forwarded to an overview that shows all previous protest-tickets of the user/team.
  • League
  • Displays to which ladder or cup this match belongs.
  • Match
  • Displays the Match ID and leads you to the match.
  • Disable Comments
  • Here you can disable the comments when the protest has been closed. This should be used as soon as any involved party starts insulting the other team when the protest is already closed and the admin made his decision.
  • Access Restriction
  • Here you can restrict which admins can read this ticket.
    • Normal: Every admin with the permissions in this section can read this ticket.
    • Squad: Only admins in your squad can read this ticket.
    • None: Every admin with permissions anywhere in the ESL can read this ticket.

The tickets are all tabularly constructed. In the first column (yellow) you can see who wrote something and when. The second column (green) shows the content that has been written down (by a user or an admin). At the third column (red) you can see the action of the user e.g. he has uploaded an attachment and in the last column (blue) you can see the action of the admin.
  • Paper-clip displays that the user or the admin has uploaded a file in this ticket e.g. screenshots.
  • Letter Symbol says that the admin has answered the user and an email has been sent to him.
  • Red point say that this is an admin comment. This comment isn't visible for the users, therefore it is used to write something when you move a ticket to another admin or make notes for yourself.

This menu is for the communication with the user, here you can write your answer and you can close this ticket there or write an admin comment.
  • Attachment
  • Here you can upload a file by yourself into this ticket.
  • Textfield
  • Here you can write your answer or admin comment.
  • Dropdown: „Blank address“
  • Here you can load pre-built texts in the text field eg. „English please!“.
  • Dropdown: „Admin comment“
  • Here you decide what is going to happen with the ticket next, e.g. closing it.
  • Close ticket and send text
  • The ticket will be closed and the user receives an email.
  • Close ticket and send no mail:
  • The ticket will be closed, but we don't send any email.
  • Send mail, don't closed ticket:
  • We send the user a mail, but the ticket stays open.
  • Admin comment:
  • There you write an admin comment which is displayed with a red point and the user can't see it nor does he/she receive an email.
  • Visible comment:
  • The visible comment is used when a second admin should write his opinion on your wish. The user can read this comment, but doesn't receive an email.
If you have set everything correctly and checked your answer, you can confirm it with „Send“

Important: Don't use the functions „Delete Match“, „Reopen match“ and „Jump to next“.

Guideline for handling protest-tickets
Here you can find some guidelines for handling protest-tickets. Please follow them in order to avoid chaos in your squads and in the tickets.
  • There always has to be a certain order in the protest
  • Please take care that only one user per team is answering in this ticket. Please prevent flames and insults there as well.
  • Protest-tickets are only closed at the end
  • In contrast to a support-ticket the protest-ticket cannot be opened by a user again if it has been closed before. Therefore you only close the ticket when you are finished with it and set your final decision. Before closing the ticket you also edit the match as well as give out penalty points (if necessary).
  • Punishments are given out at the end of the protest
  • Penalty points or barrages are given out when a protest comes to an end and you have reached a final conclusion. This is very important because sometimes a user uploads an important evidence later in the protest. This helps you not to wrongfully punish a user.
  • A played match is a good match
  • According to the 10 admin commandments you should always take care that a match will be played. Therefore your first suggestion is to let the user play a rematch instead of giving sanctions. You can put a little pressure on the user in order to convince them to repeat the match.