How to create a ticket

About Tickets
While bugs and errors in our game world are relatively rare, every player should know how to proceed when encountering an issue or experiencing problems with their character. Common issues include falling through terrain textures, getting stuck behind walls, or similar technical problems. In such cases, you'll need to contact our Game Masters (GMs). However, many players don't know how to properly submit a ticket—an in-game request for assistance—which can delay resolution of their issue. This guide outlines the essential rules and recommendations for submitting tickets correctly, making the process smoother for both players and staff.

1. A ticket is an in-game communication system for contacting Game Masters. You should only use this system when a Game Master is the only one who can resolve your issue.
Examples of inappropriate ticket topics include questions like "Which class is better: priest or rogue?", "Where can I farm this helmet?", or "How do I use the auction house?" Such questions will be ignored and deleted, as this information is readily available from other players or on the forum. Our Administration does not provide gameplay guidance or help players understand game content. Please refrain from insisting or repeatedly contacting staff members, as this wastes time that could be better spent helping players with genuine issues.

2. Tickets must contain a clear and detailed description of your problem.
Examples of poor ticket submissions include: "GM are you there?", "Admin help me", "We have an urgent problem!", or "GM please PM me". Our Administration will not spend time asking you to elaborate on your issue. Please provide all relevant information in your initial ticket. Complete and accurate information allows GMs to make informed decisions and assist you promptly. For example:

Quote
- I'm stuck!!11 What do I do help!!11 - INCORRECT
- Hello. I fell through the terrain textures in Terokkar Forest at coordinates 33, 44. I've tried everything, i

Including using the unstuck feature in the loading menu, but I cannot free myself. - CORRECT
The second example is clearly preferable and only slightly longer. For tickets like the first example, Game Masters are fully within their rights to close the ticket or request that you create a new ticket with all necessary information.

3. Sometimes creating a forum topic can result in faster assistance.
Please understand that having a serious problem requiring immediate attention does not guarantee immediate assistance. Game Masters may be occupied with other tasks, helping other players (tickets are processed in order of priority), or may not be online at all. When submitting a request for help, please be aware that you may not receive assistance immediately. In such cases, creating a forum topic is often more effective. Remember to include the times when you're typically online, as this information is helpful.

4. All complaints about players violating server rules should be submitted directly on the forum.
To have a player punished, you must provide proof that they violated server or communication rules. This typically requires screenshots or video recordings. While you can submit this through in-game tickets, and if a Game Master happens to be online and opens your ticket at the exact moment of the violation, they might be able to act immediately—you can see how many factors must align perfectly. Additionally, there's a significant drawback: when a punished player files an appeal, we need to locate your evidence to provide it to them, and we may not be able to find it. Therefore, we strongly request that you do not submit player complaints through in-game tickets. Please use the appropriate forum sections for this purpose.

5. Do not submit tickets regarding item losses, thefts, or server rollbacks.
The Administration does not assist with such issues—the server does not take responsibility for losses or rollbacks, regardless of circumstances. Regarding theft of items, gold, or raid loot, these matters remain within the game community. Please understand that this is a private server, and such incidents can occur. We ask that you accept this reality and continue playing.

6. Remember that the in-game ticket system is designed exclusively for resolving serious technical issues.
Friendly conversations with the Administration are not appropriate through the ticket system. For all other matters, please use the forum. Complaints and expressions of dissatisfaction should also be posted on the forum, as it provides a more suitable platform for discussion.

7. Provide the Administration with as much relevant information as possible.
Please do not assume that staff members remember your previous problems or conversations from yesterday, last week, or months ago. We communicate with many players daily and cannot possibly remember every detail. If you need to reference previous conversations, please briefly summarize their key points.


How to Submit a Ticket
1. To open a ticket, look at the bottom of your screen at the action bar and click the red question mark icon labeled "Help":