How a ticket runs
- A member presses the button in the ticket panel and chooses a category.
- The bot creates a channel that only this person and the responsible team can see.
- The team is notified, in the channel or by direct message, depending on the setting.
- On closing, the conversation is saved as a transcript and the channel is deleted.
The basic settings
Categories
Instead of one general button you can offer several, for example “Technical problem”, “Question about an order” and “Complaint”. Every category has:
- its own label and its own icon in the select menu,
- its own welcome text in the newly created channel,
- its own team roles that may see and work on the ticket,
- its own notification roles that are pinged on opening,
- a look of its own, image card, embed or both.
That is the real benefit: a complaint does not have to reach the same team as a technical question, and the welcome text can ask directly for the details that are needed in that case.
Notifying the team
Two ways, which can be combined:
- Ping in the ticket channel, the responsible role is mentioned in the new channel. Unobtrusive, but easy to overlook.
- Direct message, every member of the role gets a private message. More reliable, but it can become a nuisance when there are many tickets.
The text of the direct message can be overridden, in general or per category. If it stays empty, the bot sends the translated default sentence.
Automatic replies
Recurring questions can be answered before anyone from the team reads them. You store question-and-answer pairs; if the bot recognizes a matching question in the ticket, it sends the answer and points out that a human will take over anyway.
That does not replace support, but it takes away the cases that are always the same, for example “How do I close the ticket?” or “Where do I find my invoice?”.
The transcript
On closing, the bot saves the complete conversation as a readable file with timestamps and names. It goes into the transcript channel and, if configured, additionally to the member by direct message.
That is more than convenience: in a dispute about a promise or a refund, the documented conversation is the basis. Without a transcript it is deleted along with the channel.
Common pitfalls
- No channel is created. The bot lacks the “Manage Channels” permission, or the chosen category is full (50 channels).
- The team does not see the ticket. The team role is not entered on the category, the general roles only apply if the category has none of its own.
- The direct message does not arrive. Many users have disabled DMs from server members. The failure is recorded in the log; use the ping in the channel in that case.
- The transcript is missing. Check whether the transcript channel is set and whether the bot may attach files there.