Official guidelines, procedures, and resources for all staff members.
The complete guide to being a staff member. Covers all roles, responsibilities, and codes of conduct.
Read HandbookStep-by-step instructions for handling common moderation scenarios, including warnings, mutes, and bans.
View ProceduresOfficial procedures, guidelines, and triage protocols
For minor rule breaks (e.g., light spam, mild off-topic chatter, or accidental rule violations), issue a formal warning.
If a user ignores a warning or commits a moderate offense (e.g., targeted arguments, continuous spamming, or disrupting the community), temporarily remove their ability to speak.
Bans are reserved for severe, zero-tolerance violations (e.g., hate speech, doxxing, severe harassment, malicious links) or users who have completely exhausted their warnings and mutes.
First impressions matter. When a user opens a ticket, they are looking for clear communication, professionalism, and swift assistance.
Whenever you claim a ticket, always begin with a polite, structured greeting. Never just say "hey" or "what do you need."
"Hello [Username], thank you for reaching out to support! My name is [Your Name], and I will be assisting you today. Could you please provide a bit more detail about the issue you are experiencing? (Screenshots or error codes are highly appreciated!)"
Greet the user professionally first, state that you are looping in the right person to help them, and tag them directly in the same message.
"Hello [Username], thank you for reaching out! [Tag Owner or Higher-up] will be with you as soon as they are available. Thank you for your patience!"
What to do: Ping the user with a friendly greeting and ask them how you can help. If they do not respond within 24 hours, send a follow-up warning text before closing the ticket due to inactivity.
What to do: Never sound unsure or guess in front of the user. Do not say "I don't know" or "Maybe try this?" Instead, confidently tell the user you are looking into it (e.g., "Thank you for the details, let me investigate this for you right away"). Then, immediately ask for help in the staff chat to get the correct solution.
What to do: Remain calm and professional. Acknowledge their frustration without taking it personally ("I understand this is frustrating, let's get this sorted out for you"). Focus strictly on the facts of the problem. Never argue back.
Trainees are expected to help manage the ticket queue actively. However, permissions vary depending on the ticket type. Never guess on restricted or specialized tickets.
These are your primary responsibilities. Answer these to the best of your ability using our standard troubleshooting steps and FAQ guidelines.
If you have even a slight doubt about a premium feature, perk, or issue, do not reply. Leave it for a higher-up to handle.
| Ticket Type | Action | Instructions |
|---|---|---|
| Payment & Billing | Escalate Immediately | Tag the Owner. |
| Server Boosts | Escalate Immediately | Tag @Sanji. Sanji handles all boost rewards, perks, and issues. |
| Collaborations / Partnerships | Freeze Ticket | Do not write anything. Leave the ticket completely blank and let the higher-ups handle the conversation from the start. |
The main support chat is meant for fast-paced help and triage. It keeps the community moving without overloading the ticket queue, but it must be managed efficiently.
If a user asks a question in the support chat that can be answered in 1 to 2 messages, resolve it right there. Always remain helpful, polite, and brief.
If an issue requires troubleshooting, looking at account details, or extensive back-and-forth conversation, do not try to handle it in the support chat. Move it to a ticket immediately to keep the chat clear and ensure privacy.
"Hey [Username], since this requires a bit of troubleshooting/sensitive info, please open a ticket in [#channel-name]. We'll get this sorted out for you right away!"
To maintain order and professionalism within the team, all staff members—especially Trainees—must respect the Chain of Command. Never jump ranks unnecessarily or tag high-level staff for minor issues.
For collaboration inquiries, partnership proposals, or complex bugs that have been verified but remain unresolved after checking the staff chat.
Strictly and exclusively for Payment & Billing issues (failed transactions, subscription issues, refund requests) or catastrophic server emergencies. Do not tag the Owner for anything else if you weren’t told to do so.
Before tagging a Higher-Up or the Owner on an unresolved general issue, always post your question in the staff chat first. Give your fellow team members a chance to help you before escalating up the chain.
Version 1.0 — Permanent staff policies and expectations
This handbook summarizes permanent staff policies, expectations, hierarchy, commands, and procedures based on the official staff documentation and announcements.
| Role | Primary Responsibility |
|---|---|
| 👑 Founder | Owns the organization, sets vision, final authority. |
| ⚙️ Executive Director | Executes founder vision and oversees leadership. |
| ⚙️ Operations Director | Leads daily operations and efficiency. |
| ⚙️ Operations Associate | Supports operational projects. |
| 🛡️ Infrastructure Manager | Maintains Discord infrastructure, permissions, bots and security. |
| 🛡️ Infrastructure Associate | Assists infrastructure maintenance. |
| 📝 Content Lead | Leads content planning. |
| 🎥 Media Advisor | Advises branding and media. |
| 🎥 Media Associate | Creates media assets. |
| 👥 Community Manager | Leads community engagement. |
| 👥 Community Associate | Supports community. |
| 🤝 Partnerships Lead | Leads partnerships. |
| 🤝 Partnerships Coordinator | Coordinates partnership work. |
| 🤝 Partnerships Associate | Supports outreach. |
| 🟡 Head Consultant | Leads consulting department. |
| 🟡 Senior Advisor | Strategic guidance. |
| 🟡 Advisor | Provides recommendations. |
| 🔵 Consultant | Research and organizational improvements. |
| 🔵 Consultant Associate | Supports consultants. |
| 🔰 Trainee | Learns procedures and completes training. |
#bug-report channel.| Command | Purpose |
|---|---|
/ai-to-human | Rewrite AI responses naturally. |
!feedback | Request customer feedback. |
!logs | Retrieve logs. |
/close | Close resolved tickets. |
/inspect-server | Inspect server status. |
/add-user | Add user to ticket. |
/analyze-log | Analyze server logs. |
/ask | AI assistance. |
/feedback-stats | View feedback statistics. |
/ticket-stats | View ticket statistics. |
Available for staff with appropriate moderation clearances:
/warn
/kick
/mute
/unmute
/ban
/unban
| Rank | Points Required |
|---|---|
| 🔰 Trainee | 0 |
| 🔵 Associate | 500 |
| 🔵 Consultant | 1250 |
| 🟡 Advisor | 3000 |
| 🟡 Senior Advisor | 8000 |
| 🟡 Head Consultant | 18000 |
15 voice support sessions +35
Welcome 50 members +20
Handle 15 tickets in one day +40
30 days strong activity +100
Create tutorial +45
Discover security issue +55
| Severity | Points | Typical Infractions |
|---|---|---|
| Minor | -50 | Ignoring tickets, Multiple user complaints, Ignoring staff instructions |
| Moderate | -100 | Incorrect moderation, Permission abuse, Disrespecting higher staff |
| Major | -200 | Toxic behavior, Fake activity farming, Using staff powers for personal gain |
| Severe | -350 | Leaking confidential information, Abuse of authority, Falsifying logs |
| Critical | -500 | Damaging reputation, Sabotaging operations, Destroying records, Extreme misconduct |
/back when available.Every staff member is expected to remain professional, follow announcements, support teammates, and represent TickHosting positively. Failure to follow handbook policies may result in warnings, point deductions, demotion, or removal.