Premium and the help centre

What premium adds

A premium server gets: your own logo, name and accent colour in the panel and on members' ticket pages; your colour on the bot's messages and no webticketer credit on them; a short address for your panel; more storage (50 GB a server and 1 GB a ticket, against 5 GB and 250 MB); up to 15 invited members in a ticket, 50 panels and 200 canned texts, against 5, 3 and 10; tickets closed automatically when a member does not answer a chase; ticket lists and the audit log as spreadsheets; tickets and the dashboard as PDFs in your branding; a profile picture of your own for each agent; the help centre; shared team views; the server health page; and the audit log kept for good.

Losing premium deletes nothing you set up. Branding and the short address stop showing and come back if premium does; over a limit, you keep what you have and cannot add more. The one exception is the audit log, where lines older than 90 days are cleared once premium ends.

Branding and the short address

Under Premium set a name, an accent colour and a logo (PNG, JPEG or WebP), and choose whether to remove the webticketer credit from the bot's messages. The accent colour must be readable on both the light and dark themes, so the panel tells you if it is too pale or too dark. Status colours and the colours of notes and replies are never changed by it.

A short name gives your panel a short address, /s/yourname, which is where the panel opens and from which your public help centre's address is built. Names the team has reserved cannot be used. The address can take up to a minute to start or stop working after you change it.

Closing tickets automatically

With reminders on, premium adds closing a ticket automatically a number of days after a chase goes unanswered. It only touches tickets that are With user and were chased, closes them the same way a member closing their own ticket does, and writes why on the timeline.

The help centre

Help articles in the sidebar (shown to admins, and to staff holding a role you choose under Premium, Help centre) is where articles are written. Each has a title, a section and formatted text, can be a draft or published, and can hold pictures (PNG, JPEG, WebP or GIF, 2 MB each, at a width you choose). Published articles are public web pages in your branding at your help centre address, readable without signing in; nothing about readers is stored except the two counts behind Was this helpful?, which editors see beside each article.

Link an article to a panel or a ticket type and the bot lists it (up to five) in the message members see before the form. Members can also type /help and a question, and agents can send an article into a ticket from its action bar or from the article itself. A switch asks search engines not to list the help centre. A renamed article keeps answering at its old address.