Discord ticket system

What is the ticket system?

Suppose a player has questions for the project administration about Minecraft, Kaimux itself, or encounters problems while playing on our servers. In that case, they can feel free to contact us, and we will help as best we can, as quickly as possible.

It is advisable to avoid creating tickets when you just want to chat with the administration. In this case, the ticket may simply be closed. It is better to do this in general chat channels or private messages, if the administrator wants to talk at all.

How long can you wait for a response to a ticket?

Usually, we try to respond to a ticket quickly (up to an hour), depending on the topic of the ticket, time of day, and day of the week. However, the wait can last up to 1 business day.

What topics can players choose?

Possible topics:

1. Forgot password
2. Register to server
3. Advertisements and promotions
4. Report a player about cheating or cursing
5. Didn't receive service
6. Was muted or banned
7. Can't connect to the server
8. None of the above

Ticket topic descriptions

Forgot password

What data are you asked to enter:

1. What is your nickname?

When you create a ticket, the system automatically checks:

1. Does your username belong to a legal account. If so, the ticket is automatically closed, since players with a legal account do not need to enter login details when connecting to Kaimux.
2. Does your username match the username of the linked account. If you have linked your Discord account to another Minecraft account (or entered an incorrect username), the ticket is automatically closed.

Such a ticket is automatically transferred to the Manager ticket level.

Register to server

What data are you asked to enter:

1. What is your username?
2. What is your IP address?

After entering this data, the system automatically checks whether this nickname does not belong to a legal account (since legal accounts do not require login data, and we cannot register such a username). Then the administration checks whether an account with such a username already exists in Kaimux, and also whether you do not have another active account by IP.

Such a ticket is automatically transferred to the Manager ticket level.

Advertisements and promotions

What data are you asked to enter:

1. What is your username?
2. On which platform can you advertise?
3. How many followers do you have?
4. Your social media account URL

This ticket topic is intended for several cases:

1. The player wants to offer his paid content creation services.
2. The player wants to register his account for content monitoring.
3. The player wants to submit their uploaded content to receive the appropriate level.

Such a ticket is automatically transferred to the Operator ticket level.

Report a player about cheating or cursing

What data are you asked to enter:

1. What is the other player's username?
2. On which server?
3. Full description of the situation

This ticket topic requires evidence.

If you want to report cheating players, using facilitating programs, etc., a video recording is required, where you can clearly see the violation of the rules you mentioned. In this case, photos are usually not suitable evidence.

If you want to report violations in the chat (curses, insults, advertising, etc.), in this case, a screenshot (uncropped) is usually sufficient, where the date and time can be seen.

Such a ticket is automatically transferred to the ChatMod ticket level.

Didn't receive service

What data are you asked to enter:

1. What is your username?
2. How was the service purchased?
3. What service was purchased?
4. When was the service purchased?

The more and more accurate information you provide, the faster we can respond to such cases.

Such a ticket is automatically transferred to the Operator ticket level.

Was muted or banned

What data are you asked to enter:

1. What is your username?
2. Administrator username
3. Reason for the punishment
4. Problem description

When you are muted or banned, the reason for the punishment and the username of the administrator who punished you are usually provided. There may also be an automatic punishment. In this case, it is usually written that you were punished by the "System". You need to mention this in the ticket.

In most cases, when a player contacts this topic, the administration can only explain in more detail why the player was punished. Penalty removal is granted very rarely and in exceptional cases, so it is not worth hoping for it when writing a ticket.

Such a ticket is automatically transferred to the Manager ticket level.

Can't connect to the server

What data are you asked to enter:

1. What is your username?
2. What version are you playing with?
3. Your IP address
4. Problem description

The most common reasons why a player cannot connect to the server are:

1. When using a cracked client, an attempt is made to connect to a username belonging to a Premium account - all premium usernames are reserved only for premium accounts.
2. The wrong version is used - servers are maintained to support the current server version. For example, if the server is currently on version 1.21.7, and you are connecting to 1.21.3, various server bugs may occur, for which the administration is not responsible.
3. The internet you are using already has at least one active account - Kaimux policy allows one player to have only one account. This limits the number of accounts that can be on the same internet.
4. Your client or mods - we always recommend connecting to our servers using simple (vanilla) clients without any mods or only with mods that improve the frames per second (fps boost).

Such a ticket is automatically transferred to the Manager ticket level.

None of the above

What data are you asked to enter:

1. What is your username?
2. What version are you playing with?
3. Which server are you having problems with?
4. Problem description

If your problem really does not fit into any of the above topics, just choose this option.

Such a ticket is automatically transferred to the Unassigned category, which is visible to all administrators from the Support level.

Can the administration close the ticket?

Usually, we ask players to close the ticket themselves when the problem is fully resolved.

However, there are cases when the player does not describe the problem in sufficient detail. Then the administrators ask for clarification of certain data. If the player responds, everything is fine, and the help will continue. And if the player does not respond to the administrator's "tagging" (when the player is marked with @) for several days and does not provide information, the administrators can only close the ticket (remove inactive tickets).

What should not be done when creating tickets?

Do not create tickets just to insult the administration, project, owner, or anything else. If you communicate disrespectfully (regardless of the situation), insult, swear, or upload obscene content, the administration has every right to completely ignore you and not provide any help you need. And if you try harder, you will get banned from writing tickets on Discord.

What is a Discord ticket ban?

This is a special ban, when you are simply removed from the ability to create tickets in the Discord channel.

For this reason, if you need any help during the ban period, it will be limited to help in the public chat channels and the Minecraft servers /helpop system.

Usually, such a ban is given for a period of several months to several years, depending on how you behaved and which administrator punished you (the administrator punishes at his discretion).

In the case of a ban, it is not worth asking for an unban. There will be none.