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Information How to file a Support Ticket
Posted by: zombiejill - 06-19-2016, 12:29 AM - Forum: Support - No Replies

Have you encountered a bug, come across an error, or aren't sure how to use one of Cassiopeia's features? If you need help with anything, do not hesitate before opening a thread here! A member of the Cassiopeia staff will look at your thread as soon as possible and help you resolve it- or forward it along (probably to me, #ownerlife) so it can be resolved as possible.

Thread Prefixes
These handy little buggers, selectable from the dropdown box directly to the left of your Thread Subject help us keep this subforum organized and let us help you faster. Be sure to give your thread one, and be extra sure that you select the most relevant one to your issue! Here are a few examples of issues or questions that could fall under each prefix.

  • Account Questions, Issues or Bugs
    Logging into your account, changing your profile information, being put in the wrong user group, general account issues or inquires
  • Claims Questions, Issues or Bugs
    Claim creation issues, Claim permissions questions, anything having to do with Grief Prevention and it's claims
  • Commands Questions, Issues or Bugs
    Commands not working, access to commands you should have
  • Connection Questions, Issues or Bugs
    Server lag, client lag, version mismatch, unable to connect, error messages on connect
  • Donation Questions, Issues or Bugs
    General donation inquires, EULA-related questions, benefit issues
  • Plugin Questions, Issues or Bugs
    Any questions/bugs specifically about our plugins and their use
  • Abandoned Claim/Building
    Locations of abanonded claims/buildings, empty claims, ect.
  • Lost Items
    Reports about items lost due to glitches, bugs or griefing
  • Other Questions, Issues or Bugs
    Other questions/bugs that do not fit into any of the above categories

Support Guidelines
These are just some general guidelines to help us help you and other things to keep in mind when using this subforum.
  • Never post personally identifying information in your thread! If that information is relevant to solving your problem, a staff member will reach out in private to collect that information. We will never reach out to you anywhere but on the forum to get this information. If you feel someone is posing as staff, please file a user report so we can look into it right away.
  • Before reporting an issue- especially one that can effect multiple people, such as a server-wide glitch- please make sure that no one else has submitted a support ticket about it. If they have, you are more than welcome to contribute to their thread- there is no such thing as too much information!
  • Please include every possible bit of information you can into your ticket. If it's a bug or glitch, please explain how we can replicate it or, at least, what you were doing when it occurred. If it's a question, please indicate what you have already tried and exactly what you need help with. Screenshots are also incredible help.
  • If you think you can help with another user's problem, especially when it comes to plugin questions, please contribute! Sometimes you guys know more about these things that we do and we always appreciate the help.
Of course, you are more than welcome to ask quick questions in game, and there is also the #support channel on our Discord, but these are for quick questions and live support. If your question needs more than a line or two of explanation or answer, you are probably better off posting it here! If you question here has gone answered for a while, feel free to post a link to it in the #support channel on Discord.

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