Tickets
Private support channels members open themselves, with topics, transcripts and reviews.
Replace [prefix] with your server's prefix. Most of these also work as slash commands.
A ticket is a private channel between one member and your staff. The member presses a button (or picks from a dropdown), serenity creates the channel, and only they and your support role can see it. When it's done, the whole conversation can be saved as a transcript.
The Three Minute Setup
This is the whole thing. Everything else on the pages below is optional polish.
// 1. tell serenity who your staff are
;ticket settings support @staff
// 2. tell it where ticket channels should go
;ticket settings category Tickets
// 3. put a panel where members can find it
;ticket send #support
That's a working ticket system. Members press Create Ticket, get a channel, and your staff get pinged.
Run [prefix]ticket settings config at any time to see everything you've configured so far.
Where To Go Next
Setup
Support roles, categories, and how the opening message looks.
Panels
The message members press. Design it, restyle it, run several of them.
Topics
Split tickets into Support, Reports, Applications - each with its own staff and category.
Questions
Ask a member a few things before the channel is even created.
Managing Tickets
Claiming, closing, renaming and deleting - the day to day commands.
Transcripts
Save closed tickets as a readable log you can link to later.
Reviews
Let members rate the moderator who handled their ticket.
Blacklist
Stop someone from opening tickets at all, or just from one topic.
How A Ticket Flows
- A member presses the button on your panel, or picks a topic from its dropdown.
- If that topic has questions, they answer them in a popup first.
- serenity creates the channel, adds the member and the right support role, and posts your opening message with the close, transcript and delete buttons.
- Staff claim it so everyone knows who's on it.
- Closing it moves the channel out of the way; deleting it can save a transcript and ask the member for a review.
Turning It All Off
This wipes every ticket setting, topic, blacklist entry and panel for the server. It cannot be undone.
// Syntax
[prefix]ticket settings reset
// Example
;ticket settings reset
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