Scope

We wanted players to join the discord server, open the text channel, report the bug to the Testers privately, the Testers would then confirm the validity of the bug by trying to replicate it and then reach out to the player letting them know what the next step will entail. 

Early issues

• To send images/videos to players, you are required to be Level 50 (you gain levels by sending messages and levelling up), however some players had just joined the Discord server for the sole purpose of reporting a bug
• Players would open a ticket, but not know what to say and sometimes they'd leave the ticket open and let the tickets close due to inactivity
• Players used the ticket system for other issues and used their ticket to express their feelings
• Testers would be unable to view and claim open tickets
• The moderation team needed access to view the channels, but not interfere with the work of the Testers and vice versa.

Delivery

The Bot had it's own dashboard, to give players the ability to view certain features of the bot, we integrated that with the roles we had setup in the Discord server, allowing Testers to view all tickets, but only write in tickets that they had claimed, the Moderation team to view all tickets but not write in any of them, and for players to only view the ticket that they had created. We also had to implement a function that only allowed players to have 1 open ticket at a time, and we ensured that only Testers were able to close tickets, and not the players.

By doing this, linking up the API's and other connections, most of our problems were solved, however we still had the issue of players not sending messages and not being able to send media. We whitelisted the Bug Report category, that made it exempt and anyone could post media, irrespective of their level, and we also created an automatic ping, that would alert players of the ticket they had just created, and I also made a list of criteria's of the pieces of information that players had to add when reporting their bug, otherwise it might be hard to replicate. 

Monitoring Phase

Since we have had 350+ tickets created, the moderation team has had a accuracy of 98.5% and most of the tickets have been escalated to "fixed". There are many in "work in progress" but we have all the user permissions fixed. The tester admin can add/remove testers from the dashboard by only 1 command on discord, and it seems to be working out positively. 

I have added some images that reference some of the issues we were facing and to help gain a better view of the design brief.