Support tickets

Members open a private ticket with one button. Each ticket is a private thread that only the member and your staff can see.

Set it up

1. In /settings > Tickets, pick your support roles and a log channel for transcripts.
2. Optional: make ticket forms, one per kind of help (see below).
3. Go to your support channel, run /settings, choose Tickets and press Post the ticket panel here. Or run /ticket-panel there. Run it again after changing your forms.

Ticket forms

Without ticket forms, the panel has one Open a ticket button that asks for a subject and details. With forms, every form is its own button on the panel, with its own questions:

• /ticket-form create name:Billing emoji:💳 example:Purchase help starts a form from an example you can edit.
• Edit questions and text writes the questions, one per line, with any of the 13 field types.
• Staff, AI and open/closed sets extra staff roles to call for this kind of ticket (your billing team, say), whether the AI answers first, and whether the form is open.
• Preview as a member tries the form without opening a ticket.

Good examples:

• Purchase help: Order ID [number], Email used at checkout [email], What went wrong? [choice: Not received | Charged twice | Refund request | Other], Details [long]
• Report a member: Who are you reporting? [user], What happened? [long], When? [date], Evidence [file 5] [optional]

Answers are checked before the ticket opens, and uploaded files are copied into the ticket.

What members see

They press a button, fill the form, and a private thread opens with their answers. Then:

• On Standard and above, the AI writes the first reply from your knowledge base (unless that form has the AI switched off).
• Talk to a human is always there. Pressing it brings in your staff.
• That solved it closes the ticket when the answer was enough.
• Close ticket closes it. A transcript goes to your log channel.

When a human is called in

Journo calls your staff when:

• The member presses Talk to a human.
• The AI has replied three times without solving it. You can change the number from 1 to 8.
• A quick AI check spots a complex or upset ticket. You can switch this off.
• The ticket mentions a word you've listed. By default: refund, ban appeal, harass, threat and chargeback. Change the list in Guardrails.

Each member can have one open ticket at a time by default (up to 5).

/tutorial guide:Tickets walks through this inside Discord.

Plans

The monthly limit counts every ticket opened in your server in a calendar month. When it's used up, members are asked to contact a staff member directly until the next month, or until you upgrade. On Free, your staff answer every ticket.