Tickets

A support system via tickets. Users can create private channels (tickets) to communicate with moderation without bringing the discussion into public.

How does it work?

1. Creation: The user finds a special message in the support channel, clicks the "Create ticket" button and fills out the modal window, attaching files if necessary.

2. Communication: The bot creates a private channel visible only to that user and the moderators.

3. Processing: A moderator takes the ticket "into work", communicates with the user, and then closes it.

4. Routing (optional): A moderator can transfer the ticket to a specialized department (for example, "Technical Support"), where specialists will handle it.

5. Archiving: After the ticket is closed the bot can automatically delete the channel after a set time. A transcript (chat history) is sent to the user via DM.

Commands for administrators

Command	Description
/tickets block <user> <duration> <reason>	Block a user from creating tickets.
/tickets unblock <user> <reason>	Unblock a user.

Module configuration

To configure the module use the command /settings tickets.

The settings panel allows you to flexibly configure every aspect of the system:

• Categories: Specify where tickets will be created during processing and where they will be moved after closing.

• Channels: Configure the support channel (where the message with the button will be) and the channel for logs.

• Roles: Define moderator roles, administrator roles, and a role for pinging.

• Appearance: Change the description and image in the starter message, as well as embed colors for different ticket statuses.

• Automation: Set the time for automatic deletion of closed tickets.

• Buttons: Customize the text and emoji on all ticket control buttons.

• FAQ: Create a list of frequently asked questions that will be displayed above the ticket creation button to reduce the load on moderators.

• Departments: Create departments (for example, "Technical Support", "Player Complaints") so moderators can transfer tickets between them. For each department you can configure its own access and ping roles.