Discord & Support Guidelines

The Discord server is a core part of BartolSMP. As a staff member, your role is to provide professional, efficient, and calm support while maintaining a positive environment.

Your priority is always to assist players, resolve issues, and de-escalate situations.

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🟣 Support Structure

All support follows a structured system to ensure efficiency:

District Supervisor → Bartol

Second in Command → Silly 

Staff must follow the chain of command unless a situation requires escalation.

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🟣 Ticket Categories

Players may open tickets under:

• General Support  

• Bug Reports  

• Staff Reports  

• Player Reports  

• Appeals  

• Billing Support  

• Connection Issues  

• War Requests  

• Nation Applications  

Access is permission-based, do not handle tickets outside your role.

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🟣 Core Support Principles

• Always remain calm, professional, and respectful  

• Your job is to de-escalate — never argue or provoke  

• Focus on resolving the issue, not “winning” the conversation  

• Keep replies clear, structured, and helpful  

AI usage is expected when needed to ensure:

• Professional tone  

• Clear communication  

• Calm, non-confrontational responses  

• Efficient resolutions  

If unsure — ask. Never guess.

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🟣 Ticket Handling Rules

• If another staff member is handling a ticket, do NOT interfere  

• If someone is typing, allow them to finish  

• Do not take over tickets without permission  

• You may take over after 3 hours of inactivity  

• Do NOT escalate situations unnecessarily  

• Only escalate when required (permissions, complexity, etc.)  

• Always follow the chain of command when escalating  

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🟣 Ticket Workflow

1. Introduction  

Start every ticket professionally  

Example: “Hello, I’ll be assisting you today.”

2. Handle the Issue  

• Stay calm and structured  

• Gather information  

• Provide a clear solution  

3. If Needed  

• Request a higher rank (do not struggle alone)  

• Use proper channels/commands  

4. Closing  

• Never force close tickets  

• Use /closerequest with a 24h timer and reason  

• End on a positive note  

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🟣 Ticket Naming System

• progress-<name> → actively being handled  

• complete-<name> → resolved, awaiting closure  

• <rank>-needed-<name> → escalation required  

Used for:

• Higher-up needed  

• Developer required  

• Admin assistance  

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🟣 Escalation Commands

Use only when necessary:

• ?rank → request specific rank  

• ?administrator → Admin / Sr Admin  

• ?developer → Developer  

All escalation requests must be logged in staff channels.

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🟣 Voice Channel Moderation

• Do NOT troll or move users unnecessarily  

• Abuse of permissions will result in punishment  

• Disruptive users may be muted (up to 1 hour)  

• Always act fairly and proportionally  

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⚠️ Key Principle

Your role is to support and resolve — not escalate.

Every interaction should:

• De-escalate the situation  

• Provide a clear solution  

• Leave the player satisfied or informed  

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💬 Final Note

You are not expected to know everything.

If you are unsure, need help, or feel uncomfortable handling a situation:

• Ask higher staff  

• Reach out for support  

• Bartol’s DMs are always open  

We are here to support you so you can support the players.