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Yellow-Dog-Man / Resonite-Issues

Issue repository for Resonite.
https://resonite.com
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In Discord moderation queue and ticketing system. #3198

Open ko-tengu opened 5 days ago

ko-tengu commented 5 days ago

Is your feature request related to a problem? Please describe.

The Discord server needs some form of ticket submission system that works on platform and doesn't require going to another website, making an unrelated account, and submitting a request in an unintuitive category.

Describe the solution you'd like

Add a discord bot to handle reports and moderation actions like nearly every Discord server has. https://discord.com/safety/using-modmail-bots

Describe alternatives you've considered

Not doing this.

Additional Context

No response

Requesters

No response

Frooxius commented 5 days ago

This is something we have looked into in the past, but this is complicated due to GDPR regulations.

Due to nature of moderation, we have to be very careful with where and how we store personal data related to tickets. With Discord, it's challenging (or even impossible) to ensure we can meet GDPR requirements on this, which is one of the reasons we use a self-hosted ticket system.

I'm looping in @ProbablePrime on this, he might have more insight there.

ProbablePrime commented 5 days ago

Thanks for the tag Froox.

Froox is correct here.

When it comes to personal data(to which the legal system has a very broad definition), we need it to be stored and handled on something that is not Discord.

This is because Discord is not a business product, and discord does not offer a business product. As such there is no contract in place between YDMS and Discord in regards to data security and privacy. This makes it incompatible with our privacy policy.

The end goal for reporting should be in-game reporting via UI inside Resonite. This would solve all of your initial complaints while also maintaining our commitment to "doing things right".

If you have further questions do let me know.

ko-tengu commented 5 days ago

Reporting Discord infractions and issues inside of Resonite isn't really addressing the issue and instead kicking the can into the next alley over.

I'm not a lawyer but it's hard for me to understand what additional personal information is being gathered by having a place on Discord to report Discord problems.

Frooxius commented 5 days ago

Can you elaborate on how this system being in-game is it not addressing the issue? In the original post you mentioned following points:

To me it seems like that would address all of the points.

For the personal information, here are some common ones:

shiftyscales commented 5 days ago

@Frooxius - There may be a misunderstanding I'm seeing here- the platform in question in this particular instance is Discord.

The inquiry of this ticket is referring to infractions that occur on Discord itself in our community server, not on Resonite.

Frooxius commented 5 days ago

Oh I see, sorry I misunderstood in that case.

I'm not sure what would be covered here in that case, I think that's something we'd have to evaluate that.

I'll defer that to @ProbablePrime

DanteTucker commented 5 days ago

Just to clear one thing up, you don’t need to make an account to file a ticket on our website, it’s actually just a simple form.

On the topic of a discord-based discord only report system: From moderation’s perspective I don’t think it feels very necessary right now. At current we don’t get a lot of activity and our moderators are not struggling to keep up or anything.

A lot of the options all seem to have usability issues, require typing certain commands or dming a bot. This isn’t very intuitive and seems no easier then our moderation site.

ProbablePrime commented 3 days ago

In complete agreement with Dante here.

We can make tweaks to our ticket desk for clarity, perhaps add a new topic to report "Discord Issue" or something?