> ## Documentation Index
> Fetch the complete documentation index at: https://staff-docs.esportshub.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Ticket Guidelines
> The ticket panel, every ticket type, and how staff handle each one.
Members open tickets from the support panel by picking the option that matches what they need. The panel groups options into **Support**, **Apply**, **Inquiries**, and **Get a Role**. Picking the wrong panel can get the ticket closed, so redirect a mismatched ticket to the right one rather than handling it in place.
Order and claim tickets (from website purchases and reward redemptions) and manual verification open automatically. Members don't create those from the panel.
## Get a Role is self-serve on the website
Organization, Agency, Business, and Custom roles, plus Role Recovery, are handled on the site at [esportshub.io/discord-roles](https://esportshub.io/discord-roles), not in tickets. Selecting one of these in the panel just links the member to that page. It does not open a ticket.
If someone opens a support ticket asking for one of these roles, point them to [esportshub.io/discord-roles](https://esportshub.io/discord-roles) to set it up or claim it, then close the ticket. Staff no longer verify org age or process these by hand in a channel.
For reference, the role requirements the site applies:
The linked server needs 1,000 members and to be at least 6 months old. If it doesn't meet that, the owner invites 5 people through a tracking link to qualify instead.
The linked server needs 500 members and to be at least 4 months old, or invite 5 people through a tracking link. Qualifying grants the agency owner role and an agency custom role.
For legitimate businesses. Same server check as an agency: 500 members and at least 4 months old, or invite 5 people through a tracking link.
Custom role name, colour, emoji, and logo changes are self-serve on the Discord Roles page. Role Recovery (re-adding a role a member lost) is handled there too.
## Support tickets
Staff handle these directly.
| Ticket | What it's for |
| ---------------------- | ---------------------------------------------------------------------------------- |
| **Server Support** | General help with the server. |
| **Billing Support** | Payment, subscription, and refund questions. |
| **Report a User** | Reporting a member. Require clear proof (screenshots, message links, or user IDs). |
| **Website Bug Report** | A problem on the website. |
For **Report a User**: only act if the issue is relevant to this server. Behaviour outside the server isn't handled unless it directly affects the community, and personal disputes are not staff issues and should be closed.
## Applications
Staff and admin applications (Admin, Staff, Management, Trial Staff) come in through the **Apply** option on the panel. Full details, cooldowns, and the accept and reject templates are on the [Staff Recruitment](/staff-recruitment) page.
## Service inquiries
Pre-sale questions about a paid service. Management and the order team handle these.
| Inquiry | Service |
| -------------------------------- | --------------------------------------------------------------------------- |
| **Partnership Inquiry** | Partnerships. |
| **Website Inquiry** | Website builds. |
| **Bot Inquiry** | Custom Discord bots. |
| **Custom Development** | Custom software. |
| **Contract Inquiry** | Contract templates. |
| **Social Media Management** | Social media services. |
| **Apparel Inquiry** | Apparel and merch. |
| **Buy a Brand** | The brand marketplace. |
| **Investor / Ownership Inquiry** | Investment or ownership (the member picks which on the form). |
| **Backed** | The Investment Program. Submissions also post to the website log as a lead. |
For **Partnership inquiries**: benefits and pricing live on the Partnerships page at [esportshub.io/partnerships](https://esportshub.io/partnerships), where the member builds their own package by picking benefits and the price scales automatically. Point them to that page instead of sending a benefits image or quoting pricing by hand. Tickets started from the page come in tagged with a Partnerships page source.
## Orders and claims
These open automatically when a member checks out or redeems on the website, so there's no panel option for them. They're fulfilment tickets: the member has already paid or redeemed, and staff deliver the service.
* **Orders:** Server Setup, Bot, Contract, Website, Partnership, Promotional Post.
* **Reward redemption:** points cashed in from the rewards store.
* **Perk claims:** Pro Bot, Ad Banner, Logo & Tweets, Discord Announcement, Portfolio Site.
Paid-service tickets send the member a short satisfaction rating after the ticket is deleted, so close them out cleanly once delivered.
## Manual Verification
Opens from the verify panel, not the ticket dropdown, when a member can't complete automated verification. Handle it like a support ticket.
## Ticket conduct and effort
* Stay friendly, respectful, and professional.
* Rude or aggressive tone from members is not tolerated.
* Tickets written with one-word responses, incomplete sentences, or no clear explanation should be asked to be rewritten.
* If a member cannot respect staff after being reminded, the ticket may be closed.
* Staff are not required to chase missing information or tolerate disrespect.
## Impatient behaviour and excessive tagging
* Repeatedly tagging staff or management in a ticket is not acceptable.
* If a member is being impatient, remind them that tagging will not speed up the response.
* Continued tagging after a warning may result in delayed responses.
* If the behaviour continues, the ticket may be closed without further assistance.