Working tickets

How members open tickets and how staff claim them, add people and close them.

Opening a ticket

A member presses a category button on a panel.

  • If the category has questions, a form appears first.
  • The bot creates a private channel and replies with a link to it.
  • The opening post greets the member, pings the staff roles, shows the form answers, and has Claim and Close buttons.

A member can have one open ticket per category, and three open tickets in total by default. Pressing a button for a category where they already have a ticket gives them a link to it instead of opening another.

Claiming

Press Claim on the opening post, or run /ticket claim in the ticket. The post's Handled by field shows who took it, and the button becomes Unclaim.

  • If someone else has already claimed the ticket, you are told who.
  • /ticket unclaim or the Unclaim button releases it for another staff member.

Adding and removing people

Staff can bring someone else into a ticket, such as a second department or a witness:

  • /ticket add user:@someone gives them access. A message in the ticket tells everyone they were added.
  • /ticket remove user:@someone takes it away again.

The person who opened the ticket always has access and cannot be removed.

Closing

Press Close on the opening post, or run /ticket close in the ticket.

  1. Give a reason
    A short form asks for an optional reason. Submitting it is the confirmation.
  2. The ticket goes read-only
    The opener and anyone added can still read the channel, but can no longer post.
  3. The transcript is saved
    The bot saves the conversation and posts it to the archive channel. If DM copies are on, the opener gets one too.
  4. The channel is deleted
    A notice is posted, and the channel is deleted a few seconds later.

While a ticket is closing, claim, add and remove are turned off for it.

Deleting a ticket channel by hand

If someone deletes a ticket channel directly in Discord, the ticket is marked closed at once, so the member can open a new one. There is no transcript for a ticket closed this way. Tickets whose channels were deleted while the bot was offline are tidied up the next time it starts.