Workflows

Setting up a new server

1. Staff and admin roles

   Choose the roles in Access. Give yourself and one other person admin so you are not the only one who can change settings.

2. A first panel

   Start from a template, trim the types to what you offer, add a question or two per type, set the channel and post it. Add suggested answers to the types that get the same question every day.

3. Hours and targets

   Set opening hours and the away message, then switch on targets with numbers you can meet. You can tighten them later.

4. Where your team hears about tickets

   Pick a staff alert channel, with a role to mention, and a weekly digest channel. Press the test buttons.

5. What members can do

   Under Members decide on online transcripts, ratings, assignment notices and chasing. Online transcripts are what make reopening and the member's own ticket history work.

6. Agents

   Add canned text for your common answers, choose how new tickets are assigned, and open a test ticket yourself to see the whole flow.

Adding an agent

1. Give them the role

   Give them a staff role in Discord. They can sign in within about a minute and appear in the staff list shortly after.

2. They set themselves up

   Under User settings they write a signature, choose whether to be told when a ticket is assigned and whether to take auto-assigned tickets, and can turn on desktop or push notifications. If you chose to, you can write their signature for them under Agents.

3. Point them at the quick wins

   The queues in the sidebar, canned text, ? for keyboard shortcuts and the Details panel on each ticket.

When an agent leaves or goes away

Ask them to press I'm going away on My tickets before you take their role: it hands all their open tickets to a colleague, or back to Triage, with an optional internal note on each. A ticket in a panel the colleague cannot see stays with the person handing over, and they are told which.

If the role is already gone, the person disappears from the staff list, so reassign their tickets from a ticket's Assign control or select several in a list and assign them together (twenty at a time). Their past replies and notes stay on the tickets under their name.

A busy day or an outage

1. Tell new members

   Switch on Known issue with a short notice. It appears on your panels, before the form and in every new ticket.

2. Tell the tickets already open

   Use Notice to open tickets for one panel, one type or everything, so people do not reply asking for news.

3. Spread the load

   Make sure alerts are going to a channel people watch, use Least busy assignment, set tickets you are waiting on to On hold and use Snooze for ones that cannot move yet. Both keep them out of the queues without closing them.

4. Afterwards

   Switch the known issue off. Check the dashboard for the period and the within-target figures, and the satisfaction card for what members said.

Difficult members

For a member who keeps opening tickets you do not want, block them under Access. For abuse that goes beyond your server, an agent can press Report user on one of the member's tickets, which sends a report to the webticketer team. For a server abusing webticketer, members can use /report in the server. Neither person is told about the report or its outcome.

A weekly routine

• Read the weekly digest, and the oldest open ticket it names.
• On the dashboard, look at tickets by type and busiest hours: it shows where to put staff and which types need suggested answers or a help article.
• Check staff activity and satisfaction, and what members said.
• Merge or link duplicates, close stale tickets (or let chasing and automatic closing do it) and clear snoozed tickets that have woken.
• Skim the audit log for settings changes you did not expect.

Data requests from members

Members can download or delete their own tickets themselves from My tickets, across every server; you cannot delete a member's data from the panel, and neither can an agent. Deleting removes the tickets they opened and their files. Anything already copied into a Discord channel, such as a transcript in your log channel or the conversation in a channel still open, is outside it and is yours to deal with in Discord.