Tickets
About the support-tickets functionality of the app
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About the support-tickets functionality of the app
Last updated
Was this helpful?
Simply send the bot a DM message stating your issue.
The bot will follow the following logic and ask you how to proceed.
Simply send the bot a DM message.
The bot will again follow the logic from #how-to-create-tickets since there is only one handler, but if you have an open ticket, the bot will most likely ask you if you really want to send the message to the Server with your last active ticket. If not, click Change Server.
You can also reply to a message and as long as your message is a valid reply to a message from an open ticket, the bot will send your message directly to the server into the ticket.
If you have multiple ope tickets, the bot will send you a message where you can select the server to which the message should be sent.
The same rule for auto-redirect as for How to interact with Tickets applies.
Tickets are created in a ticket forum as ticket posts -> A special forum channel, created by the bot itself, that houses all tickets.
Staff members who have access to the forum can then chat with user in the corresponding ticket post.
Users should not be able to view this channel. Modmail is based on the idea that users only interact via DM and staff in the ticket channels! (ticket posts)
Learn more about the ticket process itself here: Getting Started
Learn about the configuration of this feature here: Configuration
You can set roles and users that get pinged in new tickets.
You can set whether replies from the server team should be sent anonymously to the user (in which case the default alias “Serverteam” is used and adapted to the user's language) or whether the author of the message should be visible to the user.
Default:
OFF
This setting indicates, whether users should be able to create anonymous tickets.
Read more about it here: Anonymous Tickets
Bots are generally ignored in ticket posts. However, you can set up to 5 bots that shouldn't be ignored. (e.g. for automatic replies)
Config: Ticket Panel
If you don't think your users will be able to find the bot in the right-hand member bar, and they're typically looking for a #support channel, you can send a panel to a channel that users can use to start the ticket creation process.
Default:
ON
This setting indicates whether messages in ticket posts are always forwarded or not.
Every message gets forwarded.
Use the -i (i for ignore) prefix to make the bot ignore a message.
Example:
-i this is a very private message that should not get sent to the user.
Config: Custom Messages
If you want to send the user some information directly when they create a ticket or when a ticket is closed, you can configure those messages. If can specifiy the following attributes:
Text (Embed Desciption)
Color of the Embed
(large) image of the Embed
Config: User Feedback
If configured , users can give feedback after a ticket is closed in two ways:
Rating the support
Answering up to 5 optional questions
When configured, the user will receive a select menu on the notification that the ticket got closed where they can select the number of stars they want to give. (1-5)
Managers can also configure up to 5 questions to ask the user.
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