How To/Staff Requests

Staff requests are the Discord ticketing system our staff team uses to fulfill requests, and log issues.

Whether you were griefed, have a question, or found a bug, our staff can help you if you submit a staff request (Using the support ticket channel)!

Please be patient when submitting a staff request. Our staff team work as volunteers, and therefore we have other jobs outside of this server and don't always have the time to respond right away. Kindness goes a long way! We'll respond to you as soon as we can.

Please **avoid pinging staff** in staff requests unless absolutely necessary, or if you are asked to. We see all the requests, don't worry!

**IMPORTANT:** if you DON'T have Discord, feel uncomfortable submitting a public request, or are otherwise unable to use our ticketing system, please reach out to our server developer Robella via email for assistance: robella.games@gmail.com (serious inquiries only).

## Submitting a Staff Request

Submitting a staff request is super easy! Join our Discord and navigate to our forum channel "🎫 **--** *support-ticket*".

This is for in-game assistance **ONLY**. For server suggestions please see our article "*How To/Server Suggestions*".

**IMPORTANT:** before submitting a staff request, please read the message titled "*READ BEFORE POSTING REQUESTS*" that's pinned in the channel. This important article will show you what format to use, and what you can submit a staff request for.

### **What can I submit a request for?**

* *Reporting an in-game bug or performance issue*
	+ **Examples:** bedrock accounts not being able to access the Nether roof, glitched blocks, and connection issues.
* *Requesting an inventory restore, or teleport due to a server issue*
	+ Deaths caused by normal gameplay (or player actions that will lead to death on log-on) are not eligible for inventory restore.
	+ Clear evidence of a bug must be presented.
* *Requesting help with a claim or locked container*
	+ For claim or container removal, the player must be inactive for 60 or more in-game days.
	+ Please reach out to players before contacting staff about inactive claims using our in-game mail system.
* *Appealing punishments*
	+ Some ban reasons, like ban evasion, are non-appealable. If your punishment reason states "unappealable ban" then it is very likely it won't be appealed.
	+ You may submit requests for these bans anyway, especially if you feel it is in error, and staff will review your punishment.
* *Requesting that lost or placed hats be replaced*
	+ A screenshot of the hat in your inventory or on your player must be provided to verify authenticity.
	+ Some hats may not be able to be replaced, so please be careful to use item frames or keep it safe on your head!

### **Why was my ticket closed or rejected?**

* Repeatedly opening tickets about the same or similar issue
* Inactivity on the ticket - if you don't respond we close the ticket
* Arguments or needless drama in the thread
* Your ban or punishment was unappealable or denied with a reason given
* You didn't use, or refused to use, the provided format
* Staff felt like the issue was resolved

If you feel like your issue has not been resolved or you need further assistance, please re-submit a ticket or reach out to our staff team on our Discord for more information.

## Staff Request Formats

Please use the following formats when submitting a staff request. We ask you use these formats so we are able to properly assist you. If our staff need more information, we'll ask you in your ticket.

### Appealing Punishment

* Was it a fair punishment?

### Hat Help

*Please make sure to include a screenshot of your hat for verification. If you are unable to do so, please state why.*

Need more help than this? Reach out in the *superflat-server* channel on our Discord.