What a great ticket does
A great ticket gives the support team enough reliable information to understand what happened, reproduce a problem, and choose the right next action. You do not need technical knowledge. Clear facts, the affected site, and what you expected are more useful than technical guesses.
Before you begin
Open Submit a request and have these details ready:
- The site or platform where the issue happened.
- A short description of what you were trying to do.
- What happened and what you expected instead.
- The approximate date and time of the problem.
- Any exact error message you saw.
- A screenshot or file that helps explain the issue, if one is safe to share.
Search the help center and check Service status first. A known outage or maintenance window may already explain the problem.
Choose the affected site
Select the Temple of Zeus site or platform connected to your request. This routes the ticket to the right context and helps staff distinguish a platform-specific problem from a Vultus Help problem.
If more than one site is affected, choose the site where you first noticed the issue and name the other affected sites in the description.
Choose the best category
Use the category that most closely describes the outcome you need:
| Category | Use it for |
|---|---|
| Account issue | Sign-in, permissions, account recovery, verification, profile access, or account security. |
| Bug / something broken | Errors, broken pages, failed actions, display problems, or unexpected behavior. |
| Report | Abuse, harassment, spam, inappropriate content, a user, a privacy violation, or a safety concern. |
| Complaint | Review of a moderation decision, staff conduct, another member's behaviour, or a poor site or service experience. |
| Feedback / idea | Ideas, usability feedback, content suggestions, praise, or requests for a new capability. |
| Something else | Requests that do not fit the available categories. |
Choosing an imperfect category will not invalidate your request. Staff can correct it later.
Report or Complaint?
Choose Report when you want the team to investigate a user, post, message, image, profile, page, spam, abuse, inappropriate content, or safety concern. Choose Complaint when you want a decision, moderation action, staff interaction, or handling of an earlier matter reviewed.
If you found content that should not be on one of the sites, choose Report, then choose Inappropriate content as the report type. Identify the content and include its direct link when available.
For a general data-rights request that does not fit another category, choose Something else. Use Report for exposed personal information or a privacy violation by another user, and use Account issue for access to your own account or concerns that it was compromised.
Set urgency honestly
Urgency helps staff order work. It does not guarantee an immediate reply.
| Urgency | Choose it when |
|---|---|
| Low | The issue is minor, cosmetic, or can wait. |
| Normal | You need help, but the issue is not causing major harm or blocking essential access. |
| High | Important access or functionality is significantly affected, or the problem is time-sensitive. |
| Critical | There is an immediate safety concern, active account compromise, severe privacy exposure, or a widespread service failure. |
Do not mark a routine question as critical. Accurate urgency helps genuinely urgent requests reach staff sooner.
Write a useful subject
The subject should summarize the specific problem in one line.
Good subjects
- Cannot sign in to Vultus Templorum after resetting my password
- Forum reply button does nothing on Firefox
- Incorrect personal information appears on my profile
Subjects to improve
- Help
- Broken
- Urgent problem
Describe what happened
Use this simple structure:
- Goal: What were you trying to do?
- Steps: What did you click or enter before the problem happened?
- Result: What happened, including the exact error text?
- Expected result: What did you expect to happen?
- Context: Which device, browser, site, and approximate time were involved?
Example
I was trying to reply to a forum topic on vultustemplorum.org at about 18:30 local time. I opened the topic, typed a reply, and pressed Post. The button showed a loading indicator for several seconds and then returned to normal, but the reply did not appear. I expected the reply to be published. This happened twice in Firefox on macOS. I have attached a screenshot of the page after pressing Post.
Add screenshots and files safely
Attachments are useful when they show the exact state of the page or an error that is difficult to describe.
- Capture the relevant area at a readable size.
- Include the full error message when possible.
- Remove passwords, recovery codes, payment details, private conversations, addresses, and unrelated personal information.
- Do not upload executable files or files you do not have permission to share.
- Explain what staff should notice in each attachment.
Never send your password, a two-factor authentication code, a recovery code, or a secret tracking link in a ticket. Staff do not need them to help you.
Verify your email
Vultus Help may send a six-digit code to the address entered on the form. Entering the code proves that the address belongs to you before the request and its notifications are connected to that inbox.
If the code does not arrive:
- Check spam and filtered folders.
- Confirm the spelling of the address.
- Wait briefly before requesting another code.
- Use only the newest code if you requested more than one.
Codes expire and have attempt limits. Vultus Help will never ask you to send the code back by email or include it in the ticket description.
After submission
Keep the tracking link and reference code from the confirmation page or email. The tracking link is private and acts as access to the request, so do not post it publicly.
From the request page you can:
- Read public replies from staff.
- Add a follow-up reply or attachment.
- Review status changes.
- Manage email notifications.
- Rate the support experience after resolution.
Reply on the existing request when you have more information. Submitting duplicates can split the history and slow down investigation.
Common mistakes to avoid
- Reporting several unrelated problems in one ticket.
- Leaving out the affected site or the action that failed.
- Paraphrasing an error when the exact message is available.
- Sharing secrets or unnecessary personal information.
- Choosing Critical only to seek a faster routine reply.
- Opening duplicate tickets instead of following up on the original.
- Assuming staff can see your screen or account state without an explanation.
Final checklist
Before sending, confirm that:
- The affected site and category are correct.
- The subject identifies the specific problem.
- The description explains the goal, steps, result, and expected result.
- The urgency matches the actual impact.
- Attachments are useful and do not reveal secrets.
- Your email address is correct and accessible to you.
When everything is ready, submit your request.
Frequently asked questions
Do I need an account?
No. You can submit and track a request without creating a Vultus Help account.
Can I submit anonymously?
Your name is optional for Report and Complaint requests. A working email address is still required so ownership can be confirmed, replies can be delivered, and access to the request can be protected. Staff access is restricted, and the request is not published publicly.
What if I chose the wrong site or category?
Submit the request with the closest option and explain the correct context in the description. Staff can update routing details after review.
Should I create a new ticket for a follow-up?
No, unless the follow-up is a separate issue. Add relevant information to the existing request so the full history stays together.
How quickly will staff reply?
Response time depends on urgency, complexity, available staff, and current demand. The request page and email notifications show updates as they happen.
What should I do during an active safety emergency?
Do not rely only on a support ticket for an immediate threat. Contact the appropriate local emergency service or trusted authority first, then submit the relevant information to the moderation team when it is safe to do so.