Your support ticket guide
1. Submit privately
Open a Ticket in My Tickets or use the Discord support panel. Select a category and describe the help you need. Optional screenshots must be PNG, JPEG or WebP and no larger than 2 MB. Avoid including passwords or other secrets.
2. Follow assignment
Your request goes to Admin Review Needed for ALPHA or Guardian staff. My Tickets shows its number, owner and next action. Discord notices depend on your preferences and whether Discord can deliver them; the ticket remains available here.
3. Continue the conversation
Open the conversation to read staff replies. Use Reply or Add Screenshot on that ticket. If delivery is uncertain, refresh and check the conversation before retrying. An unchanged reply or identical screenshot retry reuses the retained entry instead of adding a duplicate.
Reply drafts stay on this page by default. Optionally enable browser saving for up to 24 hours to restore reply text after navigation. Avoid shared devices. Clear saved replies disables saving and removes stored text; Cancel discards that reply draft. Screenshots are never saved in browser draft storage.
4. Escalation and handoffs
Escalation requests ALPHA attention, raises priority and shortens the response deadline. The original owner remains assigned. Only ALPHA may claim the escalation. During a staff handoff, the current owner stays responsible until acceptance.
5. Resolve or reopen
Staff resolution moves the ticket to Past Tickets with its outcome. Choose Confirm Resolved and Close if the issue is fixed, or Reopen if you still need help. Closure confirmation belongs in the moderator log; reopening returns the request to Admin review.
Find older requests
Filter by status or category, or enter a ticket number or subject. Clear filters to restore the list. Your timeline records each resolution cycle separately.