In General / Updated October 17, 2026

A ticket is a thread between you and a person, not a monologue into the void. It moves through four states, and every state has a plain meaning from your seat. This page walks them, shows how to open one against the right server, and names what the system does not promise.

The four states, from your seat

1. Open. You sent it. It sits with us, and nothing from us has landed on it yet. Nothing is owed by you in this state; the thread is in our hands.
2. Staff replied. A reply landed. Check your account: the reply is there, on the ticket, waiting to be read.
3. Awaiting customer. It is your turn. The thread pauses while it waits on you, and your reply, whatever it says, moves it along again. A thread sits in this state rather than pushing you: that is by design.
4. Closed. The thread ended, done. If "done" turns out to be wrong, you can reopen the ticket, and a reopened ticket continues from where it stopped, so the whole story stays in one place instead of starting a new one.

Those names are the states the system uses; everything below is how they behave in practice.

Two of the states are time on our side of the thread, one is time on yours, and one is the lid on the box. Knowing which one a ticket is in is the whole art of using the system: read the state, and the next move is obvious.

Open one against the right server

The ticket form carries a multi-server selector: it lists the servers on your account, and you pick the one the problem lives on. The selector is how a ticket says which server it is about, and a ticket pointed at the right server arrives with its context attached. That saves a round of "which server is this?" on both sides, and it is the one choice worth making carefully before you hit send.

What makes a ticket answerable from the first reply

Three honest attachments, in whatever order they come to you:

• What you tried: settings changed, files added, plugins installed, and what happened right after each step.
• The console output you saw: the lines around the error, pasted as they printed. The console is the server's own record of what happened; those lines are the most useful single thing you can bring.
• The versions: the plugin versions and the game version, as they actually read.

None of that is ceremony. It is the material an answer is built from, and a ticket that arrives with it skips whole rounds of back-and-forth, whatever the thread's pace turns out to be.

What this page does not promise

No response times, no support hours, no round-the-clock line: this page prints none of them, because we do not publish them. The four states above are the whole system of record. The thread moves when it moves, and the honest lever you hold is the quality of what you put in the first reply.

That is the whole loop, and it all happens from your account: open a ticket against the right server, read, reply, and reopen if "done" was wrong.