Alerts, digest and logs

Staff alerts

Your team works from the panel, so nothing in Discord tells them when a ticket arrives. Under Alerts and digest, Staff alerts, choose a channel and the bot posts a short message there: the ticket's number, type and subject, with an Open in panel button. Choose which events are posted (a new ticket, a ticket set to Escalation, and a ticket past a response-time target when targets are on) and optionally a role to mention. Only that role can be pinged. A new or overdue alert also has a Claim button: whoever presses it takes the ticket without opening the panel, if they are staff and nobody has it yet.

Send a test message posts to the saved channel so you can check the bot can write there. If a post fails, the card shows why until the next one works. Everyone who can read the channel can read every subject, so choose a channel your team uses. Tickets in restricted panels are never posted.

Weekly digest

The digest posts one summary a week to a channel you choose, on the weekday and hour you pick, in the time zone set under Hours and targets: tickets opened and closed, how long replies and closing took, ratings, how many are open, and the number and age of the oldest open ticket. It carries no subject, message or name, and leaves out restricted panels. Send a test digest posts one now without using up the week.

Transcript log

Choose a channel under Transcript log and, when a ticket closes, the bot posts its transcript there as a text file: what the member wrote and what your team replied, with deleted messages shown as deleted. Internal notes, the timeline, who closed it and any rating are never included, and neither are tickets in restricted panels. A very long transcript is not attached; the post then says it is still in the panel. The file stays in that channel for as long as your server keeps it, so choose a private staff channel. Send a test file checks the bot can attach files there.

The audit log

Settings, Audit log lists who did what in your panel: assignments, status changes, replies sent, settings changed, panels posted, notices sent, exports downloaded and so on, with the person's name and the time. It records what happened, never what was written: no message or note text, and a ticket's opener is shown only as "A member". When a bot admin from webticketer enters your server to help, that is logged here too, with their name.

A free server keeps 90 days of it and a premium server keeps it for good. On premium, admins can download the log as a spreadsheet.

Audit log alerts

Under Audit log alerts choose a channel and which kinds of change the bot should post there as they happen, such as staff or admin roles changing, other settings changing, or a ticket or the dashboard being downloaded as a PDF. Each alert says who did it and what, and never contains a message or a note. Everyone who can read the channel can read them. Send a sample alert checks the channel.