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Tickets

Support ticket system for member requests.

Configure Tickets in the dashboard

Overview#

Tickets gives members a private channel with your staff, opened from a panel they press. Each panel can carry its own categories, and each category can route to its own Discord category and its own staff roles, so reports do not land in the same queue as partner requests.

A ticket opens as a channel only the member and the assigned staff can see. Staff claim it, work it, and close it. On close Iris writes a transcript, archives it, and can send the member a copy.

Closed tickets are kept. The History tab lists every one with its transcript, and Statistics charts volume, status and how long tickets take to resolve.

Setup#

  1. Open the dashboard and go to Community > Tickets, then turn the module on.
  2. Press New panel and give it a name. The Panel Designer opens on Panel Layout.
  3. Pick the channel the panel is posted in, and the Discord category new tickets are created under.
  4. Add your categories on Categories if you want more than one queue, each with a label, description and emoji.
  5. Style the panel on Appearance: the embed, the button label and its colour.
  6. Set your staff roles, archive channel and log channel on Staff & Channels.
  7. Set the opening message and the button labels on Ticket Defaults, then save and post the panel.

Settings#

Per panel#

SettingTypeDefaultWhat it does
Panel NameText-Internal name, used to tell panels apart.
Panel ChannelChannelNoneWhere this panel is posted.
Ticket CategoryChannelNoneThe Discord category new ticket channels are created under.
Panel styleChoiceButtonA single button, a dropdown menu, or one button per category.
Button LabelTextCreate TicketWhat the open button says.
Button colourChoiceBlurpleBlurple, grey, green or red.
LabelText-A category name, for example General Support. One row per category.
DescriptionTextNoneShown under the label in the dropdown.
EmojiEmojiNoneShown beside the category. Standard or custom.
Discord CategoryChannelPanel defaultSend this one category somewhere else than the rest.

Shared by every panel#

SettingTypeDefaultWhat it does
Archive ChannelChannelNoneWhere transcripts are posted when a ticket closes.
Log ChannelChannelNoneOpens, claims and closes are recorded here.
TranscriptsToggleOnWrite a transcript of the channel on close.
DM on closeToggleOnSend the member their transcript.
TitleTextTicket CreatedHeading of the first message inside a new ticket.
DescriptionTextA staff member will be with you shortly.Body of that message. Ask for what staff will need.
Embed ColorColour#105380Accent of the opening embed.
Claim ButtonTextClaimLabel staff press to take a ticket.
Close ButtonTextCloseLabel that closes a ticket.
Close ConfirmationTextAre you sure you want to close this ticket?The confirmation shown before closing.
Auto closeToggleOffClose tickets that go quiet on their own.
Close after (hours)Number48Inactivity before an auto close.
Warn after (hours)Number24Inactivity before the member is warned the ticket will close.
Rating systemToggleOffAsk the member to rate the ticket after it closes.

Commands#

Tickets are opened from the panel and worked with the buttons inside the channel. The three commands below are for staff working a ticket, and only run inside a ticket channel. The prefix fallback covers the configuration.

CommandWhat it doesRequires
/closeClose the ticket you are in and save its transcript.Ticket staff role
/add <user>Give somebody access to this ticket.Ticket staff role
/remove <user>Take somebody's access to this ticket away again.Ticket staff role
.tickets helpPanels, categories, staff and transcripts from chat.Manage Server

Permissions#

PermissionWhy Iris needs it
Manage ChannelsCreates and deletes the ticket channel.
Manage RolesWrites the channel overrides that keep a ticket private to the member and their staff.
View ChannelsSees the panel, archive and log channels.
Send MessagesPosts the panel and the opening message.
Embed LinksThe panel and the opening message are embeds.
Attach FilesUploads the transcript on close.
Read Message HistoryReads the channel back to build the transcript.

What it looks like#

I
Iris APP Today at 8:52 PM
Support Tickets

Click a button below to create a ticket.

General Support

Questions about the server

Report

Report a member or a message

I
Iris APP Today at 8:52 PM

@member @Support

Ticket Created

A staff member will be with you shortly.

Category

General Support

Opened by

@member

Claim or close with the buttons below
A panel with categories, and the first message inside a new ticket.

Tips and gotchas#

Staff cannot see new tickets.

Their role is not on the panel, or on that category when per category staff is on. Check Staff & Channels in the designer.

Where do transcripts go?

The archive channel, and to the member by DM when DM on close is on. Every one is also kept under the History tab.

Can one server run several panels?

Yes. Panels are a list, each with its own channel, categories and design.

A member opened ten tickets.

Close them and set auto close. A ticket only reopens through the panel, so closing is what clears the queue.