Getting help: tickets & support

Stuck, got a question or found a bug? Our Discord has its own ticket system for that: a small team takes care of your questions and reports – in German and in English. It also works without Discord, via “Report a problem” in the app or in the login area.

Two ways to reach us#

• Ticket on Discord – faster handling. Your ticket is a private channel just for you and the team. You can ask back right there and send pictures.
• “Report a problem” without Discord – slower handling. You need no Discord account, and a screenshot is welcome. You get the reply over the app’s Radio.

Both ways reach the team. If you are on Discord, the ticket is the faster one.

Opening a ticket on Discord#

1. Join our Discord: dispolotse.de/discord.
2. Open the channel “🎫・open-ticket” (German: “🎫・ticket-öffnen”).
3. In the selection menu, choose what it is about – for example a bug, “I am stuck”, a question or a wish.
4. Briefly describe your request. A private ticket channel opens that only you and the team can see.

From the app or the login area#

When you click “Report a problem” in the app or in the login area, we first ask: “How would you like to report?”

• “🎫 Ticket on Discord – faster handling” opens our ticket channel on Discord. You need to be on our Discord for this – if you are not there yet, join via “Join here”.
• “📝 Report here – slower handling” opens the usual report form, no Discord needed. How it works is in the Beta FAQ.

What happens next#

• You get a first answer in the ticket right away. For a bug we ask, for example, for the app version, the world (ETS2 or ATS) and what you did last. For a question we suggest matching wiki articles.
• Someone from the team takes over your ticket and answers you there. At the top of the ticket you see whether it says “Being handled by …” or “Waiting for the team”.
• When you get an answer, you are pinged on Discord.

Please reply within 48 hours#

Once we have answered, please write back whether it worked. If you have not written anything for 48 hours, we ask once with a ping whether everything is sorted. If it stays quiet after that, we close the ticket. We never close a ticket that the team has not answered.

“✅ All sorted”#

Once your question is answered, press “✅ All sorted” in the ticket – that way you can close your ticket yourself at any time. If something comes up later, just open a new ticket.

Rather talk than type? Voice help#

As long as you have an open ticket, you see the support voice rooms on our Discord. Press “🎧 Prefer voice?” in the ticket – we let the team know, and someone picks you up in the waiting room. Screen sharing is possible there. Once your ticket is closed, the voice rooms disappear again. If you prefer writing, just stay in the ticket.

Support in English#

You prefer English? Open your ticket in the English channel “🎫・open-ticket” – the English support helps you there. Voice help has an English room too.

What you should never send#

With screenshots, too, make sure they show no password and no other people.

Check first#

Many questions are already answered: in the Beta FAQ and here in the wiki. What we are working on right now is on the homepage under “What I’m working on right now” – if your bug is listed there, we are already on it.