Helpop

Discussion in 'General Discussion' started by MouseKing, Jun 16, 2021.

  1. I saw someone mention this in the Discord today but I was already going to write this, I was just waiting to get off work. Is there any way we can stop clearing messages from the helpop channel in the Discord before anyone has responded? This is the third time now my message has been cleared with no response from anyone. The first time was a claim check, the second was me getting my vote total corrected, which I reposted and then got a response from Clover, and this latest time asking about the server lag everyone has been experiencing lately.

    If you're a mod and you can't respond, can we please leave the message in helpop so another mod who has the time can see it and address the question/issue?
     
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  2. Ikith

    Ikith Master

    I completely agree with this, the helpop, event-reports, and urgent-reports should NOT be cleared until the issue is resolved and the person that made the report is made aware that their issue is resolved.

    It is annoying and honestly disrespectful in some ways to just delete a message.

    I feel that these channels need to either be treated like a ticketing system, where the "ticket" (chat message) is not "closed" (deleted) until the issue has been fully resolved and the person has been notified of such!

    Edit: It also gets really annoying when you're trying to have a mod fix your votes, I've actually seen people post multiple times about their vote issues because the channel was cleared without the issues that were cleared being resolved.
     
    Last edited: Jun 17, 2021
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  3. doubex1

    doubex1 Admin Admin

    Maybe put this in suggestions :) .

    "In order to prevent the channel from being clogged, this channel is set to automatically clear all messages every 24 hours. A staff member will either ping you, or message you about your question. If you do not receive an answer within 24 hours, please contact a moderator or administrator directly about your question." This is posted in the helpop channel currently, hope that helps.

    When we delete a message from the channel that is our way of resolving a helpop. This avoids spamming the channel with other messages and tagging the player. The goal currently is to keep the channel as clutter free as possible(sometimes it doesn't work if the bot fails to perform that function). If we personally dm'd players that their matter was resolved, it would be unfair as not everyone allows direct messages from people who aren't friends.

    On another personal note, unless you are messaging other mods, I have yet to receive a DM regarding a helpop in over a month. Matters that require an admins attention are put in a separate discord and channel, since not everything can be done by a mod.
    Hope that clarifies the process a bit.

    As for implementing a discord ticketing system, that would have to be a larger discussion amongst the mods, feel free to make a post in the Suggestions section, so more mods can see it.
     
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  4. To add as well, sometimes there are issues asked in there that either a) we cannot fix, and or b) we have addressed in the past already and it is a question that could be asked in perhaps a general chat rather then helpop. As such we clear it because its not needed in there. For example, your issue mouse about the lag is, while infuriating, is more likely to be an issue on either your end or if a small group of players (compared to the overall player base) is experiencing lag then it may be a host issue which is also out of our hands, so when we get a message like that we just cannot do anything about it and we have mentioned before that we cannot fix those issues unfortunately. On top of that sometimes we just simply mess up the clear command when we do it manually but we cannot recover those sent so if there is an issue that still needs to be fixed then we would need you to repost it. Plus on the overall we do leave messages in helpop to try to fix them at a later date more often then we delete them before they are fixed.
     
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  5. How is deleting the message without addressing it "resolving" the issue xD. I'm just saying if a staff member is going to clear the channel can they not message the person first? I guess I don't understand why someone would clear a message that has gotten no response, while also not addressing it themselves. Feels a bit like speaking into the void. No indication anyone has read it or intends to help.

    As for the lag question it's definitely server end, I was just on and maybe 6 out of the 10 people that were on had lag issues, mallory and con both got kicked at the same time that everyone else was experiencing the lag, but that's another issue all together.

    All I'm asking for is if someone is going to delete the question could they at least DM the person about it? I asked for the claim check a month ago and never got a response, same with the vote thing I wasn't getting any sort of response until I reposted and I'm not the only one.

    When we had the discussion about staff members not being online at some hours everyone pointed to the helpop channel in the discord as a solution, to get your questions answered and issues resolved but so far for me that hasn't been the case.

    Ty for your time guys ♥
     
    • Agree Agree x 1
  6. Ikith

    Ikith Master

    I can't say I didn't expect the answers I got here, feels like excuses made because "that's the way we do it" instead of saying "hey yeah lets change this so people know what's going on with their helpop instead of having it deleted and left in the dark/forcing them to repost it to get an actual response".

    All of these can easily be resolved by simply, NOT purging helpop at every turn, replying to helpop messages, leaving them up for a few hours then removing the issues that have been resolved instead of doing a blanket purge, this would not only keep helpop "unclogged" but would allow you to communicate with players clearly and efficiently, you'd get less spam (people reposting), and higher player satisfaction as not only can people with their issues see that their issue has been resolved, but others can also see that moderators and staff are doing something to help others.

    Edit: Or if you guys really want to keep helpop clean, you could make a new channel called "Report responses", when you guys start working on/resolve a helpop, tag the person that made the helpop there, with their helpop message, and respond to it, make it like announcements so only moderators can post in it, boom, you have a place to respond to peoples helpops so they know its being worked on/resolved, and the main report channels are kept clean.
     
    Last edited: Jun 17, 2021
  7. Again, on the usual we do leave issues in there until they are solved more often then we clear them before being fixed. For example i remember crange's helpop about.mov files being left in for numerous days in a row and yes it was cleared the first time by accident but after the fact we left it in for several days. In the past we have done the same thing. Therefore the complaint you are making is a more uncommon one then anything and in the event we do purge it by accident and not able to get it back what should we do then? the way the command works is if we miscount the amount of messages or type 1 number larger then what we need we could end up clearing it and have no way to get it back. Yes we do need to be more careful sometimes when it comes to purging the messages to ensure the command is correct but the claim that we dont leave the issues in there for long periods of time is untrue, and again an response i brought up that no one has truly addressed here yet is the fact that an issue in the helpop is either something we have covered before and would be more suited to ask in another channel or is not an issue we can fix in which case it doesnt make sense to keep that helpop claim in the channel as it causes more clutter. Yes we should be clearing it on a case by case issue i agree on that much which i try to when i clear the channel but i know i have messed up clearing before so its no always infalliable.

    As for another channel it would be pointless to make another as the helpop channel is supposed to take care of a response to other players as well as issue report and would just make another channel people would have to go to just to get a report fixed so it makes more sense in 1 place
     
    Last edited: Jun 17, 2021
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