Tickets in depth: forms, staff, hours, reminders and stats
Set up a form, staff roles per type, opening hours, auto-close, reminders, logs and transcripts, and read the Stats tab and the staff list.
Open Tickets, then edit a panel. This article explains the steps of the panel window.
Types and staff
- Types: one button per type. Each type has a name, an emoji, and a description.
- Staff roles: only the roles you pick see and answer a type. Admins always see every ticket.
- Roles pinged when it opens: only the roles you pick are mentioned, never everyone.
- Channel name of a type and Category of a type replace the panel values for that type.
- Ticket channel name of the panel can use
{type},{number}and{user}.
The form
A Form is a Discord form shown before the ticket opens. Add short questions to know what the member needs. Members can add someone lets the opener bring another member in.
Limits
Open tickets per member stops a member from opening too many tickets. When they reach it, the button tells them instead of opening one more. You can also set Max open for this type.
The first message
The Welcome step is the first message of every ticket. Edit it with Edit the message inside the ticket.
Options
The Options step has these settings:
- Close inactive tickets after: closes tickets nobody answers.
- Opening hours, Timezone and Message outside opening hours, or Always open.
- Roles that cannot open tickets.
- Logs channel: opened, claimed, closed and transcript events.
- Reminder and Close after the reminder: Green-bot pings the member after a delay.
- Closing message.
- Rename when claimed: a ticket is renamed with the name of the staff member who claims it.
- Lock instead of deleting: closed tickets stay readable for staff for some days.
- Transcripts, and a rating after closing.
Staff page: stats
The Stats tab shows the tickets of the month: open now, closed this week, the first reply time, the resolution time and the rating. It also shows tickets per day, tickets by type and a list by staff member (handled, first reply, resolved in, rating).
Open tickets tab
Search a member or a ticket number. Each row shows the opener, the type, the staff, the age and the state: Open, Claimed, Waiting for member or Closed.
Delegated staff
Members with a dashboard access role can open the tickets pages but they do not see answers or transcripts. See Dashboard access and modules.
Still stuck? Ask on the support server.