If you are in need of help, you can use the command /modlist to see if a moderator is online to help you. Moderators are all Master, Elder and above users.
You can anytime post a help request by typing /help I lost my car keys! or any other message that describes your issue after /help. A moderator can then see your ticket and chat with you when you are both online. If you are not online, nobody can help you! This will make sure that you will get dedicated support and not bother everyone with your help request in the public channel.
Moderators can use /check to check for open tickets. Moderators will also see new tickets as they are opened. When a moderator sees the ticket together with its ID (1 for example), the mod can /claim 1 to claim ticket number 1. He will then be connected in a special private chat channel directly with the user needing help. When the help is given, the moderator can use /close 1 to close the ticket.