Agents, assignment and canned text

Signatures

Every reply an agent sends carries their signature, written in Discord formatting (an editor with a toolbar and a live preview). Agents edit their own under User settings; under Agents, Staff signatures lets you set anyone's. Let agents edit their own signature switches the self-service off, and you can still edit everyone's. A signature is at most 300 characters and 6 lines. {name} and {role} are filled in when the reply is sent, with the agent's current name in your server and their highest role.

Replies always show the agent's live name and profile picture from Discord. On a premium server an agent can also choose a picture of their own for your server only, by pressing the picture in the signature preview.

Canned text

Canned text is a list of ready-made replies with a title and a body of up to 1,500 characters. A free server can keep 10 and a premium server 200. In a ticket, the Canned text button of the reply box lists them by title and pastes the one chosen as ordinary editable text, with variables filled in: {client_username}, {client_mention}, {ticket_number}, {ticket_subject}, {ticket_type}, {agent_name}, {server_name} and {date}. Typing { in the reply box suggests the same variables.

Only admins write canned text. Agents can paste it into replies but not into internal notes. A text counts towards the 2,000-character limit of a reply, signature included.

Assigning new tickets

Assign new tickets automatically chooses what happens to a new ticket. Off leaves it in Triage for someone to pick up. Take turns gives each new ticket to the agent who has waited longest for one. Least busy gives it to the agent with the fewest open tickets.

• Only agents who are taking tickets are considered. Each agent has a Stop taking tickets / Start taking tickets button under Automatic assignment in their own User settings, and it is how an agent goes off shift, and nothing switches it back on. If everyone has it off, new tickets wait in Triage.
• Tickets in a panel limited to certain roles are never assigned automatically, and neither are tickets an agent creates from the panel (they go to that agent).
• The choice uses your staff list, which follows Discord with a short delay, so someone who has just lost their role can be handed a ticket until it catches up.
• An agent who is assigned a ticket by hand or automatically gets a Discord DM with a link, unless they switch that off in User settings; the switch is theirs and applies in every server they work in.

The call log

Settings, Server settings, Calls lists the latest 100 voice calls started from tickets: when each started, its ticket (press the number to open it), who started it, how long it lasted, why it ended (everyone left, nobody joined, nobody spoke for ten minutes, the bot was removed, or the ticket closed) and whether it was recorded. A recording itself is in the ticket's files. The log holds no member's name.

Routing rules (premium)

Under Routing a premium server can send certain new tickets somewhere on purpose. Press Add rule, name it, and say When the ticket is one of some types, mentions any of up to ten words, comes from a member with one of some roles, or from an account younger than, or a member who joined within, some number of days. Every condition you fill in must hold. Then choose what to do: assign it to a chosen agent, set it to Escalation, or both.

The bot checks a new ticket against the rules from the top and the first rule that matches wins; use the arrows to reorder, and switch a rule off with its On box to keep it without using it. A ticket that matches nothing follows Assign new tickets automatically. A rule's agent must still be active staff, or the ticket is assigned as usual. Tickets in a panel limited to roles are never assigned by a rule (Escalation still applies), and a change takes up to a minute to reach the bot. Words are matched anywhere in the subject and what the member wrote, so "fund" also matches "refund".

Who sees the dashboard

By default every agent sees the dashboard. Only admins can see the dashboard hides the sidebar link and the page from everyone else. The staff activity table, the written rating comments and the PDF reports are admin-only whatever this is set to.