Support Tickets
Support Tickets
Section titled “Support Tickets”The support system lets you contact TrucklineMP staff through structured tickets. Track replies, attach context, and keep a record of your request.
Accessing support
Section titled “Accessing support”Open trucklinemp.com/support while signed in.
From the support hub you can:
- View your open and closed tickets
- Start a new ticket by category (lane)
- Jump to ban appeals (see Bans & Appeals)
Support lanes
Section titled “Support lanes”Tickets are grouped by lane so the right team handles your request:
| Lane | Typical use |
|---|---|
| General | Account help, bugs, questions |
| Player report | Report another user’s behavior |
| Appeals | Challenge a ban or suspension |
| Other specialized lanes | Shown on the support hub when available |
Each lane has its own create form with fields matched to the issue type.
Creating a ticket
Section titled “Creating a ticket”- Go to Support
- Pick the lane that fits your issue
- Click New ticket (or the lane card)
- Fill in the form (title, description, category-specific fields)
- Submit
You receive a ticket ID and can return to /support/{id} for the conversation thread.
Player reports
Section titled “Player reports”From another user’s profile, use Report user to open a pre-filled player report ticket. Include accurate details. False reports may be actioned against the reporter.
Ticket conversation
Section titled “Ticket conversation”On the ticket page you can:
- Read staff replies
- Add follow-up messages while the ticket is open
- See status (new, open, pending, on hold, solved, or closed)
- View linked moderation context for appeals
Keep one topic per ticket. Open a new ticket for unrelated issues.
Appeals shortcut
Section titled “Appeals shortcut”Ban appeals use the appeals lane. You can start from:
- trucklinemp.com/support?lane=appeal
- The appeals card on the support hub
- Links from Bans & Appeals
Category cheat sheet: what to do and what not
Section titled “Category cheat sheet: what to do and what not”No fake professionalism here. Straight, honest tickets get resolved faster than polished ones. A quick do and don’t for each category:
General help
Section titled “General help”- Do: say exactly what you were trying to do and what actually happened
- Do: include order IDs, usernames, or timestamps if the issue involves them
- Don’t: open a ticket before checking the status page if something feels like it is down for everyone
- Don’t: bundle three unrelated questions into one ticket
Player report
Section titled “Player report”- Do: attach a screenshot or clip. Without evidence this almost always gets closed
- Do: say what rule you think was broken, not just “this guy was bad”
- Don’t: report the same incident more than once, or get friends to pile on with duplicate reports
- Don’t: report someone for something that annoyed you but was not actually against the rules, check the rules first
VTC report
Section titled “VTC report”- Do: try resolving member or role disputes with the VTC owner first, most of those are not staff’s problem
- Do: bring evidence for scams, impersonation, or ownership abuse claims
- Don’t: use this to settle a personal grudge with a VTC’s leadership
- Don’t: expect us to referee normal VTC internal drama
Ban appeal
Section titled “Ban appeal”- Do: answer “Was that kinda on you?” honestly, Yes, No, or Depends all get read the same way
- Do: explain why it happened in plain language, no legal-sounding phrasing needed
- Don’t: fake being sorry. If you don’t think it was you, say so. If it was you, say that too
- Don’t: file a second appeal for the same ban while the first is still open, it just resets your place in line
Bug report
Section titled “Bug report”- Do: give clear steps to reproduce, what you expected, and what actually happened
- Do: mention your browser or client version, it saves a round trip
- Don’t: file five reports for the same underlying bug across different pages
- Don’t: skip the repro steps and just say “it’s broken,” that gets deprioritized fast
Feature request
Section titled “Feature request”- Do: explain the actual problem you are trying to solve, not just the feature you imagine
- Don’t: expect a shipping timeline in the reply, ideas get reviewed, not promised
Feedback
Section titled “Feedback”- Do: be specific about what happened and what would have felt better
- Do: use this for staff interaction feedback too, we read it
- Don’t: use feedback as a backdoor player or VTC report, use the report categories for rule breaks instead
Official Discord server
Section titled “Official Discord server”Support for the main TrucklineMP Discord (moderation bot tickets) is separate from website support. Website tickets are always handled at trucklinemp.com. See Official Discord Server.
Best practices
Section titled “Best practices”- Be specific: dates, usernames, links, screenshots
- One person per account; do not have friends duplicate your ticket
- Check rules before appealing a ban
- Allow reasonable time for staff response during peak periods