Support Tickets

A ticket is a private channel between one member and your staff. Members open one from a panel the bot posts; staff claim it, help, and close it.

Setting it Up

Tickets are set up under /menu › Other › Admin › Moderation › Tickets, in three steps.

1. Setup turns tickets on, and chooses the Discord category new ticket channels are made under, the channel closed tickets are archived to, and the staff role that can see, claim and close every ticket. It also sets what members are told on the panel before they type, whether to ask for a rating, auto-close, and how many tickets one member may have open at once (one to start with, up to ten).
2. Categories adds the choices members pick from on the panel: a short name, the words on its button, an emoji, a one-line hint, and a role to ping when a ticket opens there. Removing a category takes it off the panel and keeps its tickets.
3. Panel publishes the panel into a channel. Pressing it again refreshes the same message, so it shows the current categories without posting a second one.

Tickets are off until an admin switches them on with Setup.

Opening a Ticket

The panel shows each category as its own row with an Open button. With more than seven, the first six stay on the panel and a More categories row lists the rest privately, a page at a time. Open creates a channel only that member and your staff can see, and pings the category's role if it has one. A member waits a minute between opening two, and the whole server can hold 100 open tickets at once.

Handling and Closing

Staff press Claim on the ticket to take it, and Close when it is done; the member who opened it can close it too, but cannot claim it. A ticket nobody has written in for the number of days set in Setup gets a warning; if it is still quiet a day later, it closes. Writing in it, or staff pressing Keep open on the warning, keeps it open, and a claimed ticket is never closed for being quiet. With ratings on, the member is asked for one to five stars when it closes.

The Transcript

When a ticket closes, a transcript goes to the archive channel you chose. It records the ticket: its number and category, who opened it and when, who claimed it, who took part, the reason staff gave for closing it, the rating, and any form answers the member sent when opening it. It never contains the text of a message posted in the ticket channel, and the panel's own note says so before members type.

Appeals Open as Tickets

Member appeals open as tickets, so they work once tickets are switched on with at least one category. The Appeals row on the same screen switches appeals for the whole server, and Categories can mark one category as the one appeals open in. A banned member cannot open a ticket in your server, so they appeal from the private message the ban sent them, and that appeal opens as a ticket only staff can see. See Appeals.

What it Costs

Nothing. Asbern is free: every feature on this page is included in every server, and no card is needed.

Related

• Appeals — a member's request for staff to look again, held in a ticket.
• Verification — forms members fill in to apply for a role.
• Moderation Actions — the cases appeals are about.
• Moderation — every moderation tool on one page.