Web Community help - A new channel in discord!

[Nex3us]

Picture this: You want to get a answer on Cubecraft very fast and don't have the time to make a ticket. Where could you go? Maybe to ⁠|︱english・general | and ask some online members! But it could be better if there is a seperate channel made for this; one that people could get a role for to get pinged if someone asked a quick question. This minimizes the amount of time moderators have to spend resolving tickets, and players can get answers fast if they need one urgently! This also minimizes the amount of resources Cubecraft has to spend on helping players!

After seeing some of the feedback you guys gave me I realized people could spread miscommunication. That is why I think it is worth mentioning that in this channel people would have the right to give it a

or a

, this would help clear up confusion and misinformation for the person asking it. (the channel would be in the same style as in | #︱community・talks | )

 

[Hoshi]

The great risk that comes with this is misinformation. A community help channel gives off a more professional feeling than simply getting an answer in english-general from a fellow community member, which can backfire heavily when people misuse the channel. Either through giving false information or generally misusing the channel.

You can already ask your question(s) in any related channel, and some questions shouldn’t be answered by community members. Again, risk of misinformation, especially when it comes to more sensitive questions. There are lot of questions that get asked in tickets that members without (prior) staff knowledge simply cannot answer. To create a special channel just for it to be filled with misinformation as a result of similar difficult questions is a risk they shouldn’t take.

The voluntary staff members (moderation team) are voluntary for a reason. Their efforts aren’t limited to work hours. Answering questions doesn’t impact the resources as much as having to correct issues caused by community members giving misinformation.

 

[Fermiin18]

I think it's a good idea because players can get quick answers without making a ticket. But many users might try to help and give wrong or confusing information, which could cause more problems. Some people will give correct and helpful answers, so it would be important to have a way to check if the information is right. Maybe experienced members could have a special role to make sure the answers are correct.

 

[Hoshi]

Maybe experienced members could have a special role to make sure the answers are correct.

It doesn’t matter how experienced a user might be, people are prone to making mistakes. Someone may know a lot about the network, but not a single person knows everything. It’s best to leave the important inquiries to the moderation team and rest of the staff team and have english-general or the game channels for any questions that community members can answer.

 

[Nex3us]

It doesn’t matter how experienced a user might be, people are prone to making mistakes. Someone may know a lot about the network, but not a single person knows everything. It’s best to leave the important inquiries to the moderation team and rest of the staff team and have english-general or the game channels for any questions that community members can answer.

I have updated the post!

I think it's a good idea because players can get quick answers without making a ticket. But many users might try to help and give wrong or confusing information, which could cause more problems. Some people will give correct and helpful answers, so it would be important to have a way to check if the information is right. Maybe experienced members could have a special role to make sure the answers are correct.

I have updated the post!

 

[TheMrSpacee]

Maybe experienced members could have a special role to make sure the answers are correct.

This role is already exist and called Helper

 

[Eli]

The effort required to create a ticket is minimal, and the time to get a response may vary on the time of the day, but our team really does try its best to answer concerns as quickly as possible.

When we moved from an open support channel like #staff-help (similar to what you are suggesting now, but it was staff only), to a ticket system, some of the things that were sacrificed were the speed and convenience of our communication. But it was deemed, and is continued to be proved as right judgement, that good quality and correct answers are far more valuable than quick answers.

#english-general had recently become a sort of unofficial support channel where people who didn't want to / didn't know how to make a ticket would look for help. This was nice to see, because I love seeing community members spreading positivity and helping others, but it also raised some concerns in the quality and correctness of the information that was being provided. This is why I requested the Support category to be moved in our Discord channel all the up above the CubeCraft Lobby category, and with some support from other Moderators, the change was made. We began to see a greater usage of tickets and less reliance on #english-general for help, this has allowed us to ensure that every user who needs help and needs answers in our community, is taken care of by people who are highly committed and have been trained to provide good quality service.

I would like our current system to remain this way, I understand that at times the response times may be inconvenient, but rest assured that our team is constantly making efforts to expand our capabilities and coverage!