WHY THERE IS DELAY IN TICKETS???????????????

[fathom charm]

I opened a ticket and an entire day went by with no response
WHY CUBECRAFT DELAY TOO MUCH TO REPLY 1 DAY IS TOOO MUCH ( CUBE STAFF ANSWER TICKET QUICKER THATS BAAAD )

[lofty mortar]

Well tickets take time to respond
And moderators afterall are just volunteers, so that's why
So being patient is a good thing ^-^

[hoary mica]

As I said on your ticket: We try our best to be as quick as possible with our replies! Sorry if we kept you waiting for a while!

[undone nova]

depends on the complexity of your question/issue. they replied within 5 minutes for me and was able to close the ticket after that

[worldly stream]

short history:

there used to be a channel called #staff-help where players can publically ask a question and get a reply from a staff member in a reasonable amount of time (usually <30 mins). if other players could answer the question they would reply to them in another channel. staff members slowed down responses over time and eventually it got to the point where questions would go unanswered for 10+ hours with multiple questions after, sometimes up to 15 questions, which looks bad for the server. the ticket system was added to hide questions away so you cant see how long theyve been waiting and so staff can try to justify longer wait times. there are also less staff and the staff dont want to do much work (as proven with the hit sounds removal).

[lofty mortar]

Simply, shortly.. the main reason for

#💌︱team・help
So that messages about help needed
Won't get flooded in a normal chat

[worldly stream]

thats not at all what i said

[compact hound]

You can go a lot more back and forward in tickets. Easily assign tickets for appeals and make it private for admins. If the reply feature isn’t used I can’t imagine helping someone that way if they don’t respond quickly. You can also ask for a little more private information which you’d normally not want to share in a public channel. Allow for language specific support and If you’d like the community to answer you can still ask it in a public channel for a faster reply as well. The easy questions are typically still answered within 30 minutes.
Is there a longer delay? Yes no one disagrees. Do you receive better responses as opposed to one person handling all questions and may give sub par answers. Yes.
There are currently only like 4ish QA tickets open and like 1-2 waiting on a moderator.

[hot charm]

why r ppl writing paragraphs

[worldly stream]

private information was never a problem, mods would just ask them to send a dm. the only thing tickets did was enable admins to monitor private conversations between players and staff, which is a good thing. however, #staff-help and tickets can both exist to get the benefits of both.

i assume a lot of players, or at least some, make tickets that can easily be answered by experienced players. the time to answer simple questions used to be less than 5 minutes.

another issue i have with the ticket system is it only allows 1 on 1 conversations, when i have had arguments with multiple players and mods at the same time, and ive jumped into arguments before on the side of the player. ive also had report rulings changed because of help from other players.

[hoary mica]

Sure, it has its pros and its cons but I doubt anyone would use the ticket system if a channel like #staff help ever came back. And I personally find the positives of the ticket system outweighing the positives of staff-help by a lot

[lofty mortar]

Well, As i said ^^

Despite waiting time
The ticket system is just perfect idea

HowEver, there's one more thing
Players can still ask anything in chats
Specially when it's simple
And can be answered by experienced players

So I've been trying my best
To help out anyone i see needs help
In different channels on the discord
But once it comes to a point
Where it needs an actual moderator or helper, it's just better suggest them to open a ticket, very simple.