Work a ticket

The ticket page

A ticket's page has three parts. Along the top is the action bar, with a back arrow that returns you to the list you came from. In the middle is the conversation, newest first. On the right is the Details panel.

In the conversation, the member's messages are plain, staff replies are tinted blue and internal notes are tinted amber and marked Internal. Changes such as an assignment or a new status appear in between as single lines.

Replying to the member

Press Reply to user, write, and send. The reply appears in the member's ticket channel in Discord under your name and profile picture, with your signature underneath. Ctrl Enter sends as well.

• You can attach up to five files of up to 8 MB each.
• Sending a reply moves the ticket to With user. To leave it at something else, choose the status in the composer before sending.
• Discord formatting works: bold, italics, lists, links and code.

Canned text, beside Attach files, lists the ready-made replies your server's admins have written. Choose one by its title and it is pasted into the box with the details of this ticket already filled in, such as the member's name and the ticket number. It is ordinary text once pasted, so read it over and change anything before you send.

Internal notes

Internal note writes something only staff can see. Notes are never sent to Discord and never shown to the member, in the panel, in transcripts or in their data download. You can attach files to a note; those are private too.

Type @ in a note to mention a colleague. They get a direct message from the bot with the note and a link to the ticket, and it appears in their inbox.

Assigning

Assign in the action bar, or Assigned to in Details, gives the ticket to an agent or returns it to triage. Some servers also post a short line in the ticket channel telling the member who now has their ticket.

Statuses

A status says where a ticket stands. Change it from Status in the action bar or in Details.

• Open: a new ticket nobody has replied to yet.
• In progress: staff are working on it.
• With user: waiting for the member to reply. Set automatically when you reply.
• User updated: the member has written since staff last replied. Set automatically.
• Escalation: needs a senior member of staff.
• On hold: paused, waiting on something else.
• Closed: finished.

Open, User updated and Escalation are shown in solid colours because they need someone to act. The member only ever sees their ticket as open or closed.

The Details panel

• Panel and type: move a ticket that was opened in the wrong place to another type.
• Invited: the other members in the ticket. Search for a member to invite them, or remove someone with the button beside their name.
• Attachments: every file in the ticket. Files sent in Discord are copied when they arrive, so they still open after the channel has gone.

Chasing a member

When you are waiting on a member who has gone quiet, Chase user sends them a direct message saying the team is waiting, with a button to their ticket. Servers can also have this happen automatically after a set number of days. Each wait is chased once.

Closing and reopening

Close ticket asks you to confirm, then deletes the ticket's Discord channel. The conversation, notes and files stay in the panel, and the ticket moves to the Closed queue.

A closed ticket has a Reopen ticket button. Reopening creates a new channel for the member, tells them by direct message, and posts the earlier conversation into the channel so nothing is lost.