# Tickets

Here at SoCal, we offer a ticketing system which contains a variety of categories, the categories will be listed below:

• Community: Used for general questions and claiming giveaways. maangemd by Administrator+

• Management: Used for staff/member reports and serious concerns, managed by Management+.

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We have a few guidelines regarding ticket management to ensure that staff members follow the correct standards regarding professionalism.

• Staff members must use correct spelling, grammar and punctuation at all times while handling support tickets. Professionalism is required at all times, which means no breaking server rules, trolling or joking around.
• Users that create tickets and do not respond to them within 30 minutes or creates multiple tickets for no reason, can be moderated accordingly. We try to keep our ticket count to a minimum.
• Users that create a lot of tickets within a short period of the time can be kicked from the server or alternatively ticket blacklisted, this is decided upon by Administration or higher.
• Whoever talks in the ticket first, handles the ticket. If you weren't the first one to say something, delete your message(s). If you were, make sure to ask what they need help with and if they have any more questions prior to closing the ticket.
• If someone is reporting staff or a member of the community and creates a community ticket, please tell them to create a management ticket and close the community ticket.
• Do not interfere with other peoples tickets, the only people allowed to interfere are Management+. If you think a staff member is providing inaccurate information, open an Management ticket.