Moderator Ticketing How To's

F8 TICKETS:

• Welcome the Player – Acknowledge their report and offer assistance.

• Rename the Ticket – Use the command:

  $rename F8-ticketnumber  

• Verify Evidence – Ensure the submitted clip clearly shows the F8 incident.

• Confirm the F8 Message – Ask the player if they received the F8 message and have them copy the ghost message from their clipboard.

• Check Logs – Search for their license number in:

  in: join-leave logs  

• Document the Findings – Copy and paste the players license and reason for exiting.

• Notify Admins – Ping the Admin team, confirming the F8 incident has been verified.

• Escalate the Ticket – Move it to the Admin tab for further review and action.

This structured approach ensures each F8 report is handled efficiently and accurately.

RDM TICKETS:

• Welcome the Player – Acknowledge their report and offer assistance.

• Rename the Ticket – Use the command:

  $rename RDM-ticketnumber  

• Request a Clip – Ask for a clip that is at least 2 minutes long. Ensure the clip doesn’t start at the moment of the RDM, but provides enough context leading up to it. The clip must also contain audio.

• Verify the RDM – Once confirmed as RDM, ask the player if they were robbed or received any IDs during the interaction.

• Check Robbing Logs – If the player was robbed, check the robbing-logs to gather a list of items lost.

• Gather Information – Pull the details of the robber in the RDM and paste their license(s) into the ticket.

• Notify Admins – Tag an Admin to confirm the RDM and move the ticket to the Admin tab for further review.

This process ensures that all RDM reports are handled thoroughly and efficiently.

SUPER CIV TICKETS:

• Welcome the Player – Acknowledge their report and offer assistance.

• Rename the Ticket – Use the command:

  $rename superciv-ticketnumber  

• Request a Clip – Ask for a clip that is at least two minutes long, includes audio, and ensuring it provides context on how the fight began.

• Confirm the Super Civing – Once confirmed as super civing, ask the player for the ID of the civilians involved, verify this in the clip.

• Check for Robbery – Inquire if anyone was robbed during the scene.

• Pull Logs – Retrieve the relevant logs and paste the licenses of those involved in super civing into the ticket.

• List Robbed Items – If players were robbed, post a list of items robbed from the victim into the ticket.

• Notify Admins – Ping the Admins to confirm the situation is a confirmed super civ scene.

• Move to Admin’s Tab – Transfer the ticket to the Admin tab for further review and action.

This approach ensures all super civing cases are documented and escalated properly for Admin attention.

Fail RP Tickets:

• Greet the player

• Rename the ticket $rename FRP-ticketnumber

• Ask for a clip ensuring it is at least 2 minutes in length and shows enough context

• Get an ID for the player performing Failed RP

• Pull logs with IDs and license and post this into the ticket

• Make sure to copy and paste the license so that Admins do not need to manually type it into TxAdmin

• Confirm Fail RP and ping an Admin

• Move to Admin’s tab

Faction Issues/Questions:

• Greet player and also ask what Faction they are in

• Rename the ticket by doing $rename reportingfaction-ticketnumber

• If this is a civ reporting a gang you will rename it by doing $rename civ-ticketnumber

• Examples: Ballaz vs STK, Ballaz make a ticket ticket name: Ballaz

• Civ vs Los Zetas, Civ makes a ticket ticket name: Civ

• Los Zetas, STK, and Ballaz vs Rifa in a zone war, Rifa makes a ticket ticket name: Rifa

• Ping Faction Support

• Move to Faction Support’s tab

Business Issues/Upgrades and Questions:

• Greet the player

• Rename the ticket by doing $rename businessinq-ticketnumber

• You can also use $rename businessupgrade-ticketnumber etc

• Tag Business Oversight

Housing Issues/Questions:

• Greet the player

• Rename the ticket by doing $rename housinginq-ticketnumber

• Tag housing oversight

Pilot/Aircraft Questions/Testing:

• Greet the player

• Rename the ticket $rename aviation-ticketnumber

• Tag Aviation Oversight

Tech/Connection Issues:

• Greet the player

• Rename the ticket by doing $rename nameofissue-ticketnumber

• Ensure that their are no known bugs happening and that the server is up

• Ask in #ticket-discussion if anyone knows a solution

• If they do, explain the solution to the player, oftentimes issues can resolve if a player clears their cache. You can send them this Youtube link if they do not know how- Clear FiveM Cache | Updated 2024 | Simple Guide

• If it is an issue that staff cannot help with add tech support by using /add then click on the gold ticket, click role, and type in tech support

• Once tech support is added please ping tech support with a brief explanation of the issue the player is experiencing. Let the player know that someone will be with them as soon as they are able to

Development Issues (MLOs, Bugs, ect):

• Greet the player

• Rename the ticket by doing $rename issue-ticketnumber

• Make sure what they are experiencing is not a known issue by looking at #bug-reports

• If this is a known issue, inform the player that it is on our radar and we are actively looking for a fix. If it is a large issue let them know an announcement will be made when the issue is resolved.

• Ping Developer and move to Swanky/Dev’s tab

Canceling Battle Pass Inq:

• Greet the player

• Rename the ticket by doing $rename battlepassinq-ticketnumber

• Have them log into the main Tebex website by using this link: https://checkout.tebex.io/payment-history/login

• Instruct them to cancel their subscription under payment history

Character Swaps:

• Greet the player

• Rename the ticket by doing $rename licenseswap-ticketnumber

• Have them create a new character

• Look at the join leave logs for their steam name

• Post both their new and old license in this format:

• Old: License:f7a9a71e1673a5b1231d8e64c05db9cac2

• Old CIV ID: ABC1234

• New: License:161989ffb4d73ec32875a8cc93a9087af42bae68

• New CIV ID: DEFG387

• Tag Management

• Move to Management Tab

Item Poof Tickets:

• Greet the player

• Rename the ticket by doing $rename itempoof-ticketnumber

• Ask for a clip of the issue

• Check player inventory logs

• Ask for player’s in city ID

• Ping and Admin letting them know what item and quantity disappeared

• Move to Admin’s tab

Streamer Inq:

• Greet the player

• Rename the ticket by doing $rename streamerinq-ticketnumber

• Request the link to their stream

• Let the player someone will review and get back to them soon

• Ping Assistant Manager and Server Manager

• Move to Management Tab

Metagaming Tickets:

• Greet the player

• Rename the ticket by doing $rename metagaming-ticketnumber

• Request a clip along with ID of who is suspected of metagaming

• Get licenses by using the ID provided, screenshot their info and add to the ticket

• Copy offending player’s license into the ticket so Admins to not manually have to type it out into TxAdmin

• Ping an Admin for assistance

• Move to Admin’s tab

Raffle/Event winners:

• Greet the player and congratulate them on winning

• Rename the ticket by doing $rename rafflewinner-ticketnumber or $rename eventwinner-ticketnumber

• If it is a raffle ask them to provide a screenshot showing what they won

• If an import is won ask them what model number they want from #imports

• If there is a pet, spray, or car flame won as what they would like

• Get players in city ID

• List out everything needing to be provided

• Tag an Admin

• Move to Admin’s tab

Underage Players:

• Greet the player

• Rename the ticket by doing $rename underage-ticketnumber

• Ask for a clip or information pertaining to the person that is suspected of being underage

• Ask for an ID of the player suspected of being underage

• Pull the underaged players license from logs

• Paste a copy of the players license into the ticket

• Ping an Admin

• Move to Admin’s tab

Exploiting Tickets:

• Greet the player

• Rename the ticket by doing $rename exploit-ticketnumber

• Ask for a clip showing the exploit

• Ask the player if they captured any IDs

• If ID is given, pull the offending players license from logs and place it in the ticket. If no ID given let someone know in #ticket-discussion

• Confirm the exploit and tag an Admin

• Move to Admin’s tab

Slurs:

• Greet the player

• Rename the ticket by doing $rename slur-ticketname

• Ask for a clip with ID

• Pull the offending player’s license, copy and paste this into the ticket

• Apologize for their experience

• Tag an Admin for assistance

• Move to Admin’s tab

Harassment Tickets:

• Greet the player

• Rename the ticket by doing $rename harassment-ticketnumber

• Ask for a clip or details pertaining to the issue

• Ask if the player has an ID for the offending player

• Grab the offending player’s license from logs and paste it into the ticket

• Ping Management

• Move to Management Section

Vehicle Support Tickets:

• Greet the player

• Rename the ticket by doing $rename ticketissue-ticketnumber

• Try and troubleshoot the issue as best as you can

• Common issues

• Paint not sticking, make sure they are not putting paint ontop of RGB paint or a spray can. They can go to a mech shop to have this removed.

• Car spinning as soon as they enter, player typically has a prop stuck to them causing the car to bug out. Have them /reloadskin before getting into the car.

• Flame chips for cars not working, make sure they don’t have a chip on it previously. If they do an Admin may need to help them by inserting a removal chip first

• If a person is still having issues for simple issues, tag an Admin

Purchasing a home:

• Greet the player

• Rename the ticket $rename housing-ticketnumber

• Let the player know you will get them in touch with a realtor

• Tag Realtor role

• Move to Housing section

Ban Appeal Tickets:

• Greet the player

• Request a screenshot of their ban message (it will show who banned them)

• Rename the ticket by doing $rename offense-ticketnumber

• For example if it is ticket 0452 and the ban is for RDM 1st, it would be $rename rdm1st-0452

• If they provide a screenshot and it is a finiban you will tag Management and rename the ticket $rename finiban-ticketnumber

• Drag to Management