Support Guide
Welcome to the Discord Support Guide, a guide to getting help.
Table of contents
Table of contents
Read First
Important: Everyone, PLEASE READ THIS before opening a ticket:
Please check the FAQs first to see if your query has already been answered there. The support team consists of volunteers, so please do them this courtesy first to ensure you are not opening a ticket for a FAQ.
Interactive Students: Please check the #announcements-all channel and your pod channel (especially the pinned messages) before opening a ticket to see if your query has already been addressed there. If you think your issue will be common to other students in your pod, we request you to please first ask the question in your pod channel. Also, your first point of contact should be your TA. If your TA doesn’t have an answer to your query or the issue is a sensitive one/you don’t feel comfortable sharing it with your TA, then please follow the steps for opening a ticket.
TAs: Please check the #ta-announcements and #announcements-all channels and messages in the helpdesk channels (especially the pinned messages) before opening a ticket to see if your query has already been answered there. If you think your issue could be common to other TAs, we request you to first address it in one of the helpdesk channels so that the other TAs also benefit from the answers provided there. If the issue is related to your pod/megapod, your first point of contact should be your Lead TA. If they can’t resolve the issue, please follow the steps below if the issue is specific to your pod or request your Lead TA to follow the steps below if the issue is relevant to the entire megapod.
Lead TAs: Please first check the messages (especially the pinned ones) on #lead-ta-discussion, #ta-announcements, #announcements-all, and the helpdesk channels to see if your query has already been asked/answered there. If you think this issue will be common to other Lead TAs as well, we request you to please address it in #lead-ta-discussion and pin your query so that other Lead TAs who are also looking for an answer to it, can also benefit from the response to your query. They can react with a ‘+’ or relevant emoji to show interest in the question. Once your query has been answered, please unpin the message. If your query is very specific and cannot be addressed in these channels, please follow the steps to open a ticket.
If you are unsure of where to look for pinned messages or how to pin/unpin them, please see this: how to pin messages guide . Please note, that only specific roles will have the ability to pin messages in each channel.
Opening a ticket
- Go to the #support channel under the ADMINISTRATIVE heading.
- Click the emoji reaction that is appropriate for the type of support you need.
- Choose from:
- General support: if you are lost and can’t find something specific even after reading the FAQ and following the important steps highlighted in the section above. Most queries would follow under this category.
- Social support: if you are facing interpersonal issues with anyone on this server
- Tech issue: if you are facing technical issues on this server
- A new channel will be opened which is a confidential channel between you, the Support Tool bot, and the support team.
Some things to consider:
.1We respect your privacy and the contents of this channel will not be visible/disclosed outside of the parties involved. Feel free to include details of the issue you are having without worrying that other NMA students or TAs can see them.
.2Observer students: You will not be able to send messages in the main server channels except Observer channel(s). This is normal and you don't need to do anything to fix it.
.3Interacting with the support request ticket
.aIn this channel you can say what the problem is, and someone from the community management team will help you.
.4Closing a support request ticket
.aOnce you are satisfied, you can close the ticket by clicking the ‘lock’ emoji reaction. Then scroll to the bottom of the ticket where a new message will ask you to confirm, choose “close”. This will mark the ticket as closed. You’ll receive a copy of the ticket in your DM. This copy will be an HTML document that you can open on your browser and check the details of your ticket, in case the issue was resolved and the ticket was closed by the support team while you were offline.