Community Moderation and Ticket Triage

If you run an MMO, game server, Discord, forum, or support inbox, you already know what happens. Reports pile up, drama spikes, bad actors return, and dev or admin time gets consumed by triage.

Community Moderation & Ticket Triage handles moderation and ticket review in a structured, documented way so issues get resolved quickly and consistently.

This is not “make every player happy” work. It is process work: review, decide, act, log, escalate when required.

What’s included

Ticket triage and queue management
Review incoming tickets and reports, prioritize by severity, close duplicates, and request missing info when appropriate.
Moderation actions under your policy
Remove content, issue warnings, apply timeouts, mutes, or bans based on your written guidelines. Consistent enforcement to reduce “mods play favorites” noise.
Evidence capture and logging
Maintain clean internal notes: what happened, what was reviewed, what action was taken, and why. Provide a simple action log format for accountability.
Escalation for edge cases
Anything ambiguous, high-risk, or owner-only gets escalated with context and a recommended action.
Trend notes (optional)
Flag repeat offenders, recurring scam patterns, and common friction points so you can fix root causes.

Guardrails

These are not fine print. They are how this stays useful and sustainable.

Clear policy required
You provide a written moderation policy, or we help you formalize one. If policy is missing or contradictory, we pause enforcement and escalate.
Defined scope
This service covers moderation and ticket handling. It does not include development work, custom tooling, community strategy, PR, or arguing with players until they agree.
Coverage window
We agree on coverage hours and response targets up front (business hours, evenings, weekends, etc.). Outside coverage, tickets are queued for the next window unless you define an emergency escalation condition.
Access and tooling
You provide the necessary access (Discord roles, forum mod access, helpdesk seats, etc.). If tooling is broken or access is insufficient to act, we document it and escalate.
Escalation boundaries
You define what requires escalation (payment disputes, legal threats, doxxing, chargebacks, account ownership disputes, staff misconduct claims, and similar). We do not make owner-only decisions without written approval.
No guarantees on outcomes
We enforce rules and maintain order. We cannot guarantee player satisfaction, reputation outcomes, or refund decisions.
Abuse and volume spikes
If volume surges beyond the agreed baseline (events, launches, raids), we either queue work for the next window or offer additional coverage at an agreed surge rate.

Best for

MMO and private server communities
Small studios without full-time CS or mod staff
Busy Discords and forums that need consistent enforcement
Teams who want clean logs and fewer fires

What we need from you

To provide a quote and start cleanly, we need:

Platform(s): Discord, forum, email, helpdesk, other
Estimated ticket volume per day or week (and peak events)
Coverage hours and target response time
Enforcement ladder (warn, mute, temp ban, perm ban)
Escalation list (what requires owner approval)
Your moderation policy (or permission to help formalize it)

How it works

We review your rules, escalation list, tooling access, and enforcement ladder.
We agree on coverage hours, response targets, expected volume, and reporting format.
We begin handling tickets and actions, with consistent logging.
Edge cases get escalated with context and a recommended action.
You receive clean notes and a predictable flow.

Pricing

Custom quote based on volume, coverage hours, platforms, and enforcement complexity.

Next steps

Request a quote with your platforms, coverage hours, and estimated volume.