Before contacting the CEA we ask that you do the following:
- Check for a relevant +faq entry to make sure your question isn't already addressed there. This can save you a lot of time waiting for a response that you can easily access.
- Check recent #communityops blogs to make sure that your issue hasn't been addressed there.
- If reporting harassment, have you blocked the deviant and hidden their comments already?
- Collect any relevant information about the issue, links to comments, journals or deviations
- If the issue has upset you, take a few minutes to make sure you're calm before contacting us. This will help your tickets be clear and get the right information across.
Making first contact
Now that you are sure of what you want to report to us, it's important that you make sure you select the correct area for your report. Please report deviations via the "Report Deviation" link under the work you wish to report. Issues such as 3rd party copyright infringement reports will be redirected to this moderation system if sent in to the help desk.
For a break down of the help desk reports sections please read CEA Blog: Know Your Report Categories. Filing your ticket in the correct area will help you be responded to in an appropriate time by the people that usually address the issue you're report. This helps you get the best quality help and helps us answer tickets in a suitably timely manner.
In your initial contact with us, please try to include some relevant information so that we can know by quickly reading your ticket what the issue is. Information you should include is, what you are reporting, where it can be found, any other evidence that supports your report. Whilst we want extra information it is also important that we be able to understand your issue quickly, we get hundreds of reports a day, please don't include a lot of unnecessary background detail or conjecture, keep it straight forward and to the point.
This is an example of a good ticket:
Title: Deviant continuing to contact me after being blocked!
Yesterday I was contacted by the deviant $godofodd, he said a lot of mean things about me, so I blocked him. He then came back as $damphyr and said even more nasty things about me. Now he has come back as $kozispoon and keeps on harassing me. Every time I block his accounts he creates a new one, please look in to this.
Here are links to the mean comments, [link] [link] [link].
This includes who is being reported, what they are doing and where they are doing it. We can look at this and quite clearly see the issue at hand and deal with it appropriately.
However this is an example of a bad ticket.
Title: Deviant is mean
They said lots of nasty things, ban them!
Who is being mean? Where is the evidence? What are they saying? Whilst a short, concise ticket is good, we need some information to understand what's going on.
Continuing the conversation
Whenever you speak to a CEA member, we will always do our best to be polite and give you the best help we can. Please do us the courtesy of returning the politeness. We understand that sometimes you're going to be upset when you contact or that we give you an answer that you may not wish to hear. But if you can keep calm, polite and discuss your opinions or problems with us, there's a good chance that we can come up with a final decision that hopefully both sides can agree on.
This doesn't just apply to conversations via the helpdesk, but via the "Report Deviation" tool and in blogs like this one. Whenever you communicate with us we'll try to be as polite and helpful as we can with you and we ask that you reciprocate that.
So, to recap;
- Is there an +faq or blog about your problem?
- Block and hide any offending comments or users.
- Collect any relevant information regarding the issues.
- Be calm, clear, concise and polite, we will do the same.
- Treat us the way you want us to treat you!