Troubleshooting

How to Create a Help Ticket (Fast)

A 3-minute workflow to open the right support path and get a useful response without back-and-forth loops.

If you’re stuck and asking “How do I create a help ticket?”, use this quick flow. The biggest delay is usually posting in the wrong place or sending vague details.

Most common mistake

Users post “it’s broken” without exact error text, then have to repeat everything. One clean ticket with proof gets faster help.

Step 1) Use the Active Support Entry

Check whether legacy #help is moved/archived. If yes, do not keep retrying there.
Use current support intake: 🔦・The-Bunny-Signal for help requests, 🦝・The-FixIt-Den for fix-focused triage.
Complete the pinned intake form in the active channel before posting follow-ups.
If in doubt, use the web fallback: https://heyron.ai/support.

Step 2) Paste a Proper Ticket Packet

Copy this exactly, fill it out, and send once:

Issue summary:
What I expected:
What happened instead:
Exact error text (full line):
Where it failed (Discord DM/server/dashboard/Telegram/etc):
One fresh repro attempt + result:
Timestamp + timezone:
Ticket URL/ID (if this is a follow-up):
What I already tried (max 3 bullets):

Step 3) Add One Screenshot (If Useful)

Include the error banner/message in the screenshot.
Do not include API keys, tokens, or full secrets.
If multiple errors exist, include the first one that appears.

Step 4) Stop Blind Retries

Loop-break rule

After one clean ticket + one clean repro, wait for triage or add only new evidence. Reposting the same message in multiple places slows fixes.

High-Friction Cases

I posted in chat, but nobody replied

You may be in a discussion channel, not the active support intake path. Move your report to the active intake channel + pinned form, or use heyron.ai/support.

#help says “This channel has moved”

That banner is expected. Do not continue posting in legacy #help. Jump to 🔦・The-Bunny-Signal or 🦝・The-FixIt-Den, submit the pinned form once, then post your evidence packet in that same thread.

I got “ticket resolved” but the bug is still there

Reply with one fresh repro attempt, exact error line, and timestamp in the same ticket. Avoid opening duplicates unless asked.

Support bot couldn’t DM me

Turn on Discord DMs (or provide a channel-safe fallback path) and include that status in your ticket so triage doesn’t stall.

I opened support but got silence

Do not open duplicates in multiple channels. Reply in the same ticket with one new repro (latest timestamp + exact error), include your ticket URL/ID, and wait for triage.

I can’t tell whether my ticket is still open

Keep one canonical ticket link/ID in your notes and use that same thread for updates. If status is unclear, post one short follow-up in the existing ticket: “Still reproducible at [time + timezone], same error: [exact line].” This avoids duplicate-ticket fragmentation and gives support a single timeline.

Security note

Never paste full API keys, bot tokens, or personal client data in tickets. Redact secrets before posting.