Tickets
Private channels where members talk to your staff.
How it works
You post a panel in a channel. A member presses a button, and Jewel creates a private channel for that member and your staff. When the ticket is closed, the channel is deleted and a transcript is saved in your transcript channel.
Talking to staff
The ticket channel is private to your staff roles. The member does not see it: Jewel sends them a DM, and everything they write there appears in the channel. Everything staff write in the channel is sent back to them. Start a message with // to keep it staff-only. Members send /close in the DM to close their own ticket, and staff close from the channel.
There is no limit on open tickets and no roles to create. Jewel needs the Manage channels permission, and her role must be above the roles she shows channels to. If Yapper refuses, the member sees Yapper's own message.
Members need direct messages from server members turned on, or Jewel cannot reach them.
The designer
Open the Tickets tab. Everything has a live preview of what members will see.
- Panel: title, text, colour, whether to list the ticket types, whether to show how many tickets can still be opened
- Ticket types: up to five buttons. Each has a name, description, button colour, its own welcome message, extra roles that can see it, and its own category
- Inside a ticket: the title, colour, channel name pattern, the Claim button and the "are you sure?" on close
- Rules: how many tickets one person can have open, auto-close after quiet hours, and sending the member a copy of the transcript
Welcome messages can use {name}, {user}, {topic} and {number}. Channel names can use {topic}, {number} and {user}.
When you are happy, choose a channel and press Post panel. Posting again edits the existing panel instead of adding a new one.
Commands
| Command | What it does |
|---|---|
/close [reason] | Close the ticket you are in (staff or the member) |
/tickets | Staff: list the open tickets |
/transcript <number> | Staff: post a saved transcript again |
/ticketpanel | Staff: post the panel in the current channel |
Housekeeping
- A ticket whose channel was deleted by hand is closed automatically and its role freed
- A member who leaves with a ticket open has it closed with a transcript
- Pressing the button twice never opens two tickets