Convert #bedrock-help-me into a ticket system

Suggestions Anything Else
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So I’m not really that active on the hive discord anymore for several reasons, but when I made my last forum post I looked at #bedrock-help-me to find examples of mini-modding (my last suggestion pertained to mini-modding), and to see if it was actually causing issues (in my opinion it was).

This doesn’t pertain to the forums #help-me category, and quite frankly a lot of the problems that lead me to think this is a better way don’t exist here as much. However for consistency reasons I think it should be kind of like how #server-bug-reports works. If someone has an off-topic question they can ask in #off-topic, same thing with the discord

So another solution to issues in #bedrock-help-me is too convert it into a ticket system, so someone submits a ticket with a certain format, and then staff read it and then respond accordingly.

I was considering making this suggestion earlier but changed my mind because I didn’t fully agree with it due to some flaws, and I feel that if I see more then a certain amount of flaws it would be a bad suggestion, the flaws I had thought of were

  • It could take longer to get through a ticket, since right now it is very quick

  • It could confuse some newer users and discourage them from asking for help

  • sometimes people ask non-minecraft things/off-topic things that the staff

  • very rarely a player may know something that the staff don’t, I see this happen most often with pvp-related questions.

I’ve came up with counterclaims to these

  • I think extending the time it would take to submit a ticket is worth it if the ticket is guaranteed to basically always be accurate

  • I trust the hive to not make this theoretical ticket system difficult to use, if there is a language barrier or something the person could just dm staff or something

  • not as many off-topic questions as I remember seeing, also you really shouldn’t be asking non hive-related stuff in a hive support channel anyway

  • same counterclaim as the reason above

Now someone will probably say that it could make it harder to see exact rules, but I feel this is the hive’s responsibility, and if people are constantly confused on something they should clarify it somehow, so a #faq channel on the discord would be a good idea.

The reasons I think this would help out the hive discord a lot is because #bedrock-help-me is quite chaotic the way it is currently, it seems like people are getting somewhat confused, and 3 people answering the same question with the same thing doesn’t help anyone. The main issues currently are:

  • the channel is chaotic
  • multiple people usually answer the same question
  • it probably discourages some people from asking questions since they don’t want to be judged since it is indeed a public channel
  • it can be hard to tell who is answering who at times
  • mis-information
  • conflicting information
  • occasionally there are people being rude to others
  • occasionally there are arguments due to mis-information/conflicting information

I’m not saying that everyone who is non-staff helping in this channel is being bad on contributing to the problem, that isn’t true whatsoever, the majority of people have good intentions and don’t contribute to these issues but if you simply just made it a ticket system and made staff answer you could eliminate this problem. In a perfect world this probably wouldn’t be necessary, but the world isn’t perfect so yeah.

I also feel that if this theoretical ticket system was to be added a prompt in the channel would encourage people to check support.playhive.com. I feel like a good amount of questions can be answered if someone visits that.

And before someone goes in and says that disallowing mini-modding would fix all of these, you’d basically have no other choice but to make #bedrock-help-me a ticket system in that scenario.

I don’t expect this to be added, but I definitely feel as if it would be a good idea. I want to hear everyone’s thoughts, and I hope I didn’t offend anyone in this post (don’t think I did but still).

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This is actually a good idea, but I don’t really think it’s needed right now. I do see a decent amount of wrong information in #bedrock-help-me. Maybe they could also use a ModMail type bot? The one thing is, and I know you pointed this out, but I do feel like this could discourage players from asking for help if it’s confusing, and the wait times for answers would increase. I feel like this could be useful if this does become a bigger issue in the future, but I don’t think it’s necessary currently. I’ll give it a vote, could be useful sometime down the line :ok_hand:

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Definitely agree with you, I do indeed think the hive could definitely make clear instructions though if they were to add a ticket system, but in the end of the day it would be harder. However, I’d be willing to trade some ease-of-use for a less chaotic, more accurate process. However some other people probably wouldn’t, thanks for your insight!

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I think 70% of the questions asked can be answered in the pins of the help me channel but people just don’t look at the pins and those questions would just clog up the tickets when they don’t need to making it take longer for other people to get their question answered.

But also I just think there are already plenty of people who are willing to help out other people in the help me channel who are experienced enough to answer most questions and I rarely see people spread misinformation and when I do other people simply kindly correct them.

In my opinion the help me channel is fine as it is and adding a ticket system would make it a lot more difficult for people to get there question answered quickly and people spreading misinformation in my opinion isn’t that common anyway and I’m in there quite often, so is @zVo1Dx and @OnlyOrbixx so maybe they can give there thoughts on this. :3

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I don’t think misinformation is even the biggest problem honestly, it’s more the confusion and chaos of the channel, I don’t really chat there anymore (don’t really like the hive discord much anymore). However looking through it that seemed to be the biggest issue. Not misinformation

Also a ticket system may obviously be harder to make then a simple message. However people would always get clear answers, and there would be a very small amount of wrong answers (staff don’t always get the rules right).

I do think Void and Orbixx could provide some insight on this, but I’m probably biased because I don’t use the hive discord anymore period, and they actively use it. So yeah

Tl;dr I think making something slightly more complicated and making response times higher is worth it if it means less misinformation and
less confusion once you actually get an answer

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I don’t think their is that much confusion and chaos in my opinion but if their is or people aren’t using the channel correctly and are messing around when they shouldn’t be staff usually make sure to shut that stuff down and clear things up.

A lot of helpers also have their dms open in case people want to ask questions or need help instead of using the help me channel if they would like, maybe having to wait a while for a correct response kind of like how the tickets would work except faster because a lot of people choose to use the help me channel instead of dming a helper but people do have that option. :3

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This is not a bad idea, it’s pretty good, but if you mean a format like the #bedrock-ingame-reporting format, which already confuses alot of people, i’m gonna guess unless they make this one more simple, that people are gonna get confused.It’s a great idea though.

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There are so many questions asked a day so there will be so many tickets plus only a fraction of the helpers actually use the discord and an even smaller fraction of those helpers actually help people in the help me channel so if only staff are allowed to answer questions in tickets it wouldn’t be a good system anyway because people will be getting their question answered very late and if they have a follow-up question it will take a long time for that follow-up question to get answered too in my opinion.

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It seems like a good idea, It may get my vote, HOWEVER, I feel that if this was what hive team wanted they would’ve made it like this from the start or a rule to disallow answering questions there unless your staff… Perhaps the reason it isn’t a ticket is because the hive wants players to help each other in the community but idk :confused:

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I think you are probably right but I feel that mentality is missing the point, I know full well this probably not going to ever be implemented. I’m suggesting it because I think it is a good idea. I wish the hive would implement this, but only time will tell.

I do think @zVo1Dx brings up a good point I didn’t think of, I usually don’t report anymore because of the format, and the fact it can take me like 10 minutes to report in some circumstances. Maybe they can make the format more of a guideline then super case sensitive like #bedrock-ingame-reporting or something idk

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