Tickets

Somebody presses a button and gets a channel only they and your staff can see. It closes when it is done. The alternative is DMs to whichever moderator is online, which nobody else can read and nobody can hand over.

Setting it up

1. 1Make a category for tickets. Every ticket channel is created inside it, so hide it from @everyone - the per-ticket permissions are what let the right people in.
2. 2Make or choose a support role. The people with it see every ticket and get pinged when one opens.
3. 3Run /setup_ticket and give it the category and the role. Nothing else works until this is done, and the panel builder will tell you so rather than posting a button that can only apologise.
4. 4Run /setup_panel to build the panel: heading, text, colour, and whether it is a menu or a single button.
5. 5Open one yourself. Check that you can see it, that your support role is pinged, and that closing it does what you expect.

Menu or single button

The panel can ask what the ticket is about, or just have one button. The menu is the default, and worth it: the answer goes into the channel name, so staff can see what a ticket is about from the channel list instead of opening it.

The categories are yours to change: label, the small grey line under it, an emoji, and the short word that goes in the channel name. Up to 25 of them. Change them in the website builder, or leave the three defaults alone.

All your panels read the same category list. Change it and every panel you have already posted changes with it - you do not need to post new ones.

Inside a ticket

• Claim - one staff member takes it, so two do not answer at once.
• Add somebody - pull in a second person who needs to see it. They then also see it in the website list.
• Close - with a reason. The reason is what shows up in the list afterwards.

From the website

The Tickets page in the dashboard does two things.

The list

Every ticket with its number, who opened it, who claimed it, when, and whether it is still open. Staff - Administrator, or one of your support roles - see all of them. Everybody else sees only the ones they opened or were added to, and the rest are not assembled at all rather than hidden by the page.

No message contents, anywhere on the website, deliberately. A ticket is somebody's private conversation with your staff, and reading it should mean opening the channel where it happened.

The panel builder

1. 1Open the Tickets page and press Build a panel. If the ticket system is not set up yet it says so instead, with what to run.
2. 2Pick the channel, and pick Menu or Single button.
3. 3Set the heading, emoji, text and colour. The heading and text are what people read before they press anything, so say what you want them to open a ticket about.
4. 4For a menu: edit the options. Under each one it shows you the channel name it will produce, so there is no guessing.
5. 5Leave "Keep these as the server's options" ticked if you want the change to apply everywhere, or untick it to use these categories for this one panel.
6. 6Press Post the panel. It comes back with a link straight to the message.

A panel posted from the website and one posted with /setup_panel are the same thing afterwards - the same buttons, handled by the same code, still working after a restart. There is nothing to remember about where a panel came from.