Tickets

#Overview

A panel is a message with a dropdown or a row of buttons that opens a ticket. Each ticket is a private channel, or a thread, where the person who opened it and your staff can talk. Staff can claim a ticket, add people to it, close it, and save a transcript of everything that was said.

#Getting started

1. Create a panel. Run /panel create with a name of up to 16 characters. This opens the panel's editor.

2. Set it up in the editor. Choose the categories tickets go in, the roles that work on them, and a transcript channel. Then use Edit embed and options to write the panel's message and add the options people pick from.

3. Send it. Run /panel send with the panel's name. It posts in the channel you pick, or in the one you are in.

/panel create support
/panel send support

#The panel editor

/panel create and /panel edit open the same editor. It shows the panel's settings, and a button for each part of it.

#Naming

What a ticket's channel is called when it is opened, closed and claimed. These names can use {ticket} (the ticket's number), {user} (the opener's username) and {dropdown} (the option they picked), and nothing else.

• Opened starts as {ticket}-{user}-{dropdown}.
• Closed starts as closed-{ticket}-{user}-{dropdown}.
• Claimed starts empty, so claiming a ticket does not rename it unless you set one.

#Categories

Where tickets go when they are opened, closed and claimed. You can pick up to 5 categories for each. A new ticket goes in the first one with room. Discord allows 50 channels in a category, so when every category you picked is full, people are told All categories are full until you add another.

On a panel that opens threads, this button is called Channel instead, and picks the channel the threads open in.

#Permissions

Who works on the tickets, and what they can do in them.

• Support roles and Manager roles can see and work on every ticket from the panel. Support roles rank above managers.
• Allow ticket deletion lets managers delete tickets. It is off when a panel is made. Support roles can always delete.
• Allow ticket close lets the person who opened a ticket close it. It is on when a panel is made.
• Allow claim override lets support roles unclaim a ticket a manager has claimed.

You also choose which Discord permissions each group gets inside a ticket, such as attaching files or pinning messages. The opener can always see the ticket, send messages and read its history.

#Configuration

How tickets behave once they are open. It has four parts:

• Behaviour: the Transcript channel; Max tickets open, how many tickets one person can have open from this panel at once (3 to start with, and 0 stops the panel opening tickets without deleting it); Claiming; Auto-pin, which pins the ticket's first message; and Auto-close, which closes a ticket when its opener leaves the server.
• Buttons: the label, emoji and colour of the Open, Close, Delete, Claim and Transcript buttons on a ticket.
• Messages: the wording of the notices the bot posts in a ticket, such as when it is closed or someone is added. Reset puts the bot's own wording back.
• Greeting message: the first message in every ticket. It starts as Welcome! {user.mention}. Display questions shows the opener's answers under it, and Allow mentions lets it ping the roles or people it mentions.

#Edit embed and options

The panel's own message, built with the same embed editor as Embeds, and the Configure options menu, where you create, remove and set up options. A panel can have up to 10 options.

Each option has its own page with Naming, Questions, Permissions, Configuration and Reset. Anything you set on an option is used instead of the panel's setting for tickets opened from it, and Reset clears it back to the panel's. You can also copy the settings of another option.

Questions are asked in a form before the ticket opens, up to 5 per option. Each has a title, a placeholder, an input length, and whether it is required.

#Style

• Creation type: whether tickets open as Channels or Threads.
• Option type: whether people pick from a Dropdown or a row of Buttons.

#Working on a ticket

An open ticket has Close and Claim buttons. A closed one has Open, Delete and Transcript. The same things can be done with commands inside the ticket:

• Claim it with /ticket claim, so others know who is handling it, or claim it for someone else by naming them. Hand it back with /ticket unclaim.
• Add or remove someone with /ticket add and /ticket remove.
• Rename it with /ticket rename.
• Close it with /ticket close. It is renamed and moved to its closed category if you set them, and the opener and anyone added can no longer see it. /ticket open reopens it and lets them back in.
• Delete it with /ticket delete. You get 5 seconds to press Cancel before the channel goes.
• Finish a sale with /ticket done and an amount. It logs a transaction for the person who opened the ticket and closes it. See Transactions.

Staff on a ticket are its support and manager roles, and anyone with Manage Channels in it. The opener can close, reopen and rename their own ticket while Allow ticket close is on. Adding and removing people, claiming, scheduling, reminders and /ticket done are for staff only.

#Transcripts

A transcript is a copy of a ticket's conversation, with its pictures and files, saved as a web page that looks like Discord. One is saved when staff press Transcript on a closed ticket, and when a ticket is deleted. You need a transcript channel set under Configuration, Behaviour.

The transcript is posted in that channel as a file, with who opened the ticket, who saved or deleted it, and how many messages each person sent. Press Generate Transcript Link under it to get a link that opens it in a browser. The link works for about a day, and the button makes a new one whenever you need it.

If the transcript cannot be saved when a ticket is deleted, the channel is kept and the bot says so. Pressing Delete again deletes it without a transcript.

#Size

A transcript holds up to the newest 1,000 messages, and its file can be 250 KB on Free, 2.5 MB on Tier 1 and 10 MB on Tier 2. The words go in first. Pictures and files fill the space that is left, oldest first, and any that do not fit stay as links to Discord, which stop working after about a day. Only when the messages alone are too big are the oldest ones left out.

#Scheduling and reminders

These need Tier 1, either on your server or as user premium of the person running them. See Premium.

• /ticket auto close closes the ticket after a set time.
• /ticket auto delete deletes the ticket after a set time, open or closed. The transcript is saved first, the same as a normal delete.

The time can be minutes (45), a length like 2h, 1d or 1d2h30m, or a pasted Discord timestamp. Leave it out for 24 hours. The longest is 7 days. The timer runs whether or not anyone talks in the ticket, and setting a new one replaces the old one. Use cancel as the time to stop it, which works without premium too.

/ticket auto close 2h
/ticket auto delete cancel

/ticket remind sends the opener a DM with a link back to the ticket, and an optional message of up to 500 characters. It only works on an open ticket, and only once the opener has been quiet in it for 5 minutes. After one reminder, the next has to wait until they reply. The DM has a button that turns off reminders from your server.

#Blacklist

Stop a person or a whole role from opening tickets with /ticket blacklist add, and give a reason if you like. They are told who blacklisted them and why when they try. /ticket blacklist remove lets them back, and /ticket blacklist list shows everyone on it.

#Good to know

• To open a ticket channel, the bot needs View Channel, Manage Channels, Manage Permissions and Send Messages in the category it goes in.
• To send a panel, the bot needs View Channel, Send Messages and Embed Links in that channel.
• A server can keep 1 panel on Free, 15 on Tier 1, and as many as it wants on Tier 2. See Premium.

#Commands

#Panels

#Tickets