> ## Documentation Index
> Fetch the complete documentation index at: https://docs.xtremewx.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets: get help from Xtreme Weather staff

> Open a private support ticket to get one-on-one help from Xtreme Weather staff. Tickets create a private thread where you and staff can communicate directly.

Snowball includes a support ticket system so you can get one-on-one help from Xtreme Weather staff. When you open a ticket, Snowball creates a private thread that only you and staff can see. You can use tickets to ask questions, report issues, appeal a moderation action, or anything else that requires a private conversation with the team.

<Tip>
  Be as specific as possible when opening a ticket. The more detail you include upfront — what happened, when, and what you need — the faster staff can help you.
</Tip>

## How tickets work

<Steps>
  <Step title="Open a ticket">
    Find the ticket panel in the support channel and click the **Open Ticket** button. Snowball creates a private thread and sends you a message confirming it is open. Only you and staff can see the thread.
  </Step>

  <Step title="Describe your issue">
    Once the thread is open, explain what you need help with. Include any relevant details — screenshots, usernames, case IDs, or timestamps — so staff have everything they need to assist you.
  </Step>

  <Step title="Communicate with staff">
    Staff will respond directly in the ticket thread. You can go back and forth as many times as needed until your issue is resolved.
  </Step>

  <Step title="Close the ticket">
    When your issue is resolved, close the ticket using the `/ticket close` command (see below). Staff may also request that you close the ticket when they consider it resolved.
  </Step>

  <Step title="Rate your experience">
    After the ticket closes, Snowball sends you a DM with a transcript of the conversation and a prompt to rate your support experience.
  </Step>
</Steps>

<Note>
  Ticket threads are archived automatically after closing. The transcript sent to you by DM is your permanent record of the conversation.
</Note>

## Commands inside a ticket thread

These commands are available inside an open ticket thread.

### `/ticket close`

Closes the ticket. Both the ticket opener and staff can use this command.

* `reason` — optional; provide a brief note explaining why the ticket is being closed
* After closing, Snowball sends you a DM with a full transcript of the thread and a rating prompt

### `/ticket closerequest` — staff only

Staff can request you to close the ticket rather than closing it immediately. This sends a message in the thread notifying you and giving you the option to close it yourself or keep it open.

If you do not respond, the ticket auto-closes after the duration staff selected:

| Duration | Value                            |
| -------- | -------------------------------- |
| 1 hour   | Default if no duration is chosen |
| 3 hours  | —                                |
| 6 hours  | —                                |
| 12 hours | —                                |
| 24 hours | —                                |
| 48 hours | —                                |
| 72 hours | —                                |

Staff can also include an optional `reason` when sending a close request.

### `/ticket escalate` — staff only

Staff can escalate the ticket to leadership when a situation requires higher-level attention. Escalation notifies leadership in the thread. Staff must provide a `reason` when escalating.

<Warning>
  A ticket can only be escalated once. If the ticket has already been escalated, the command will not run again.
</Warning>

## After your ticket closes

Once a ticket is closed:

* The thread is archived and no longer appears as active
* Snowball sends you a DM containing the full conversation transcript
* The DM includes a prompt to rate your support experience (1–5 stars or similar)

Your rating helps the Xtreme Weather team understand how well the support process is working and where it can be improved.