Running your server

Admins and staff

There are two levels in each server. Staff work tickets: they read and answer them, add internal notes, assign, close and reopen. Admins can do all of that and also change the server's settings, manage panels, canned text and signatures, see the staff activity report and the audit log, and send a notice to open tickets.

Who is who comes from Discord, not from a list inside webticketer. The server owner and anyone with the Manage Server permission are always admins. Everyone else is staff if they hold one of the Staff roles you chose, or an admin if they hold one of the Extra admin roles. Level is separate for each server: someone can be an admin in one and have no access in another.

The Settings page

Settings is at the bottom of the sidebar. It has three tabs: User settings (things that apply only to you, which every agent has), Server settings and Audit log, both for admins only. Server settings has a row of tabs of its own:

• Access: staff and admin roles, and the members you have blocked.
• Panels: your ticket panels, their ticket types, questions and who can open or see them.
• Hours and targets: when your staff are in, the away message and response-time targets.
• Members: what members can do and what they are sent.
• Agents: signatures, canned text, assignment and who sees the dashboard.
• Alerts and digest: messages and files the bot posts in channels for your team.
• Premium: branding, short address, automatic closing and the help centre.

Each of these pages has a few cards, and each card holds exactly the settings it shows, so saving one never changes another.

Saving and discarding

As soon as you change anything on the Settings page, a bar appears with Save changes and Discard. Until you press one, the page will not let you leave: tabs, links, the back button and Sign out are all held. Pressing Save changes saves everything you changed in every card at once; Discard puts every card back as it was. Actions that add or remove a record, such as deleting a panel, posting a panel to Discord, blocking a member, refreshing roles or sending a test message, are not settings: they happen when you press them, usually after a confirmation. Closing the browser tab or reloading cannot be stopped by a page, so the browser shows its own warning.

Access follows Discord

Give someone a staff role in Discord and they can sign in to the panel; take it away and they lose access within about a minute. The server's details (roles, name) are remembered for about a minute too, so a role you created a moment ago may be missing from the lists: press Refresh roles. When you change the staff or admin roles, press Save changes; the chosen roles are listed under the picker, each with an X that removes it.

The panel keeps a list of your staff (the names in the sidebar, the choices in Assign and in mentions). It follows Discord with a short delay, so a person who has just lost or gained a role can take a little longer to disappear from, or appear in, those lists than they take to lose or gain access.

Blocking a member

Under Access, Blocked members lists members who cannot open tickets. Add someone with an optional reason that only admins can read. You can also block a member from their own page, which you reach by pressing their name on one of their tickets.

A block stops new tickets opened through the bot (panel buttons and /ticket) and nothing else. Tickets they already have carry on, they are not told why, an agent can still create a ticket for them from the panel, and they can still read their history in My tickets. It is your server's block: it does not affect any other server.