Troubleshooting

I cannot open a ticket

When the form does not open, or it is refused after you send it, the bot says why, only to you:

• You already have 3 open tickets (the number is your server's limit). Carry on in one of those, or wait for one to be closed.
• You have opened several tickets in a short time. Wait the time it gives, or carry on in a ticket you already have. The same goes for A lot of tickets are being opened in this server right now: try again in a minute.
• Opening new tickets is paused. The webticketer team has paused new tickets for a moment, for every server. Existing tickets carry on. Try again a little later.
• This server cannot open new tickets at the moment. The webticketer team has suspended new tickets in this server. Existing tickets carry on as normal; contact the server's staff.
• You need a particular role, or Your Discord account has to be at least ... old, or You have to have been in this server for at least .... The panel you pressed has rules about who may open its tickets. Another panel may not have them.
• You cannot open tickets in this server. The server's staff have blocked you from opening tickets. Contact them another way.
• You cannot use webticketer. You have been banned from webticketer by its team, in every server. You can still read and delete your own data in My tickets.
• That has been switched off for the moment. The webticketer team has turned one feature off for every server, usually while a problem in it is fixed (replying from My tickets, reopening, downloading your data, reports). Everything else carries on. Try again later.
• You are doing that too quickly. You pressed buttons or ran commands faster than the bot allows. Wait the few seconds it says.

A message from the bot never arrived

Reminders, transcripts, rating requests and the message that tells you a bug was fixed are sent as direct messages. Discord does not deliver them if you have direct messages from server members turned off, or if you share no server with the bot. The ticket itself is not affected: everything is still in the ticket channel and in My tickets. Agents who are assigned a ticket can switch the assignment message off in User settings.

I cannot see the panel, a server or some tickets

Roles are checked live, but remembered for up to a minute. After you are given a staff role in Discord, wait a minute and reload. Someone who has just lost the role loses access in about the same time.

A ticket panel can be limited to certain roles. You see its name greyed out in the sidebar and none of its tickets anywhere, in lists, search or the inbox. An admin of the server can change who sees it.

Dashboard is missing from the sidebar when the server has limited it to admins.

A ticket's Discord channel is gone

Closing a ticket deletes its channel and keeps the conversation. A closed ticket is still on its page in the panel, and the member can read it in My tickets when the server has transcripts on. An agent can Reopen ticket it, which makes a new channel and posts the history there. If the member is allowed to, they can reopen it themselves for a few days after closing.

A message says it was deleted

When someone deletes a message in the ticket channel, webticketer does not keep its text or its files. The ticket shows Message deleted on with the time instead, so the conversation still reads in order.

Settings will not let me leave the page

On the Settings page, changing anything raises a bar at the bottom with Save changes and Discard, and the page cannot be left until one is pressed. This is so a change is never lost by accident. If saving fails, the bar stays and the reason is shown.