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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 saves a transcript to the website and DMs the member a link to it, with buttons to rate the support they got.

Closed tickets are kept. The History tab lists every one with its transcript, and Statistics charts volume, status, first response, ratings 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, transcript viewer roles 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
Staff RolesRolesNoneWho can see, claim and close tickets, and who may run the three ticket commands. A panel category can name its own roles on top of these.
Log ChannelChannelNoneOpens, claims and closes are recorded here. Close posts link to the transcript.
TranscriptsToggleOnKeep a transcript of the channel on the website when it closes.
DM on closeToggleOnDM the member a link to their transcript and a 1 to 5 rating.
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.
Show member avatar as thumbnailToggleOffPuts the opener's avatar in the top right of the opening embed. A Thumbnail URL overrides it.
Thumbnail URLTextNoneSmall image in the top right of the opening embed, in place of the avatar.
Image URLTextNoneLarge image below the opening message.
Footer TextTextNoneSmall line at the foot of the opening embed. A Footer Icon URL appears once this is set.
Show timestampToggleOnAdds the opening time to the embed footer.
Ping staff roles on openToggleOnMention the staff roles in the new ticket so somebody sees it arrive.
Show the claim buttonToggleOnTurn off to leave the claim button off the opening message.
Claim ButtonTextClaimLabel staff press to take a ticket.
Show the close buttonToggleOnTurn off to leave the close button off the opening message.
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.
Ask for the rating after closeToggleOnOnly used when the rating system is on. Off keeps the rating out of the closing flow.

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.

  • /close [reason] Close the ticket you are in and save its transcript. The reason shows on the 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 help Panels, 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 and log channels.
Send MessagesPosts the panel and the opening message.
Embed LinksThe panel and the opening message are embeds.
Read Message HistoryReads the channel back to build the transcript.

What it looks like#

I
Iris APP Today at 10:08 PM
Support Tickets

Click a button below to create a ticket.

Categories

General Support
Report

Today at 10:08 PM
Select a ticket category...
Create Ticket
I
Iris APP Today at 10:08 PM
Ticket Opened

Hello @member,
Our support team will be with you shortly. Please provide any details about your issue to help us assist you faster.

Today at 10:08 PM
Claim Close
I
Iris APP Today at 10:08 PM

@Support

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?

To the website. The member gets a DM with a link when DM on close is on, the log channel post links it, and staff find every one under the History tab. No files are sent in Discord.

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.