Tickets Cog

The Tickets cog provides a comprehensive ticket support system with panels, threads, and transcript management.

Features

Ticket Panels

  • Custom Panels: Create support request panels
  • Category Organization: Organize tickets by type
  • Button Interface: Easy ticket creation
  • Role Assignment: Automatic support role assignment

Thread Management

  • Private Threads: Create private support threads
  • Transcript Generation: Save conversation transcripts
  • Auto-closure: Close inactive tickets
  • Reopening: Allow ticket reopening

Advanced Features

  • Custom Fields: Collect user information
  • Priority Levels: Set ticket priorities
  • SLA Tracking: Monitor response times
  • Analytics: Track ticket statistics

Commands

Command Description Permissions
/ticket create Create a support ticket None
/ticket close Close current ticket Support/Owner
/ticket add <user> Add user to ticket Support
/ticket transcript Generate transcript Support

Configuration

  • Default Category: Where tickets are created
  • Support Roles: Who can manage tickets
  • Log Channel: Where ticket events are logged
  • Auto-close Time: Inactivity timeout

Best Practices

  1. Clear Categories: Organize tickets logically
  2. Response Times: Set expectations for replies
  3. Training: Ensure support staff are trained
  4. Quality Control: Review ticket handling