What members can do

The options under Members

Server settings, Members holds the switches that decide what members can do. Each is off until you turn it on, apart from those noted. Press Save on the card.

• Let members read their tickets online: members sign in with Discord at the My tickets address and read their own messages and your replies, never internal notes. When a ticket closes they get a DM with a link. Turning it on also opens the server's older closed tickets to the people who opened them.
• Ask members to rate their ticket when it closes: when a ticket closes the member gets a DM with star buttons, then an Add a comment button. Ratings appear on the dashboard; written comments are shown to admins only, because a comment is often about one agent.
• Tell members when their ticket changes hands: when a ticket changes hands the bot posts a small grey line in the channel, such as "This ticket is now being handled by Sam". It carries only the name, never a reason.
• Pin a status message in each ticket channel: the bot posts and pins one message in each ticket channel saying whose turn it is and when the team last replied, and keeps it up to date. It shows nothing more than a member could already read in My tickets.
• Remind members automatically after a number of days (1 to 30): once a ticket has been waiting on the member that long, the bot sends one DM reminder with a button to the ticket. Each wait is chased once, and agents can also chase by hand. On premium you can also close tickets automatically when a chase gets no answer.
• Let members reopen their own ticket: for 7 days after closing, from the ticket's page in My tickets, which needs online reading switched on too.
• Warn a member who already has an open ticket of the same type: when they press a panel button, they are shown their ticket first, with a link to it and a button to open a new one anyway.

How many tickets one member can have open at once is a limit set for every server by webticketer, three unless it says otherwise. A member who reaches it is told to continue in an existing ticket.

Recording voice calls (premium)

Under Members, Voice calls, tick Record voice calls on a premium server. From then on, when an agent starts a call from a ticket, the ticket channel tells the member it will be recorded; the bot joins the voice channel muted once someone is in it, listens, and records everyone onto one compressed audio file. When the call ends, or the bot is removed from it, the bot stops, deletes the voice channel and adds the file to the ticket (its Attachments list, a timeline entry, and a post in the ticket's Discord channel) without anyone approving anything. A recording stops by itself after two hours or 100 MB, and nothing is transcribed. Make sure your members know about it and that recording is allowed where you and they are.

Known-issue notice

When something is wrong, switch on Known issue and write a short notice, for example "Replies are slower than usual today." While it is on, members see it on your panel messages in Discord (the bot updates the posted panels when you save), in the message shown before the form when there is one, and as the first message in every new ticket. Switch it off and it goes away again. A panel that could not be updated is reported when you save; press Update in Discord on it.

A notice to tickets already open

Known-issue mode reaches new tickets. To tell people who already have one, press Notice to open tickets above a ticket list: choose every open ticket, one panel or one type, write the notice and press Send notice. The bot posts it in each ticket's channel. It is not a reply, is not kept in the conversation or transcript, and pings no one; each ticket's timeline records only that a notice was sent. It goes to at most 100 tickets, the most recently active first, and one can be sent every five minutes.