Support System

Overview

The Support System is an Enterprise-only text and voice-based ticketing module. Organise support requests into categories — each with custom staff roles and welcome messages. All ticket events are logged to a configurable log channel, and HTML transcripts are auto-generated on close.

Setting Up (Express Wizard)

Run /supportsetup to launch the 5-step wizard:

1. Assign global staff roles
2. Pick the Discord category, panel channel, log channel, and transcript channel
3. Toggle member-close, transcript logging, CSAT feedback; set per-member ticket limit
4. (Optional) Enable voice queue and select VC/notify channels
5. Review and apply — writes config to database and enables the module

After setup, post the panel embed with /postpanel.

Categories

Run /addcategory to create a ticket routing bucket. Each category has: name, description, emoji, staff roles, welcome message, topic requirement, and max open tickets per member. The emoji is chosen with the Choose Emoji button, which lists your server's own emojis (animated ones included) and standard ones, so there is no code to paste. Edit with /editcategory <name>, archive with /deletecategory <name> (existing tickets are preserved).

How Tickets Work

Members press a button on the panel embed to open a ticket. A private Discord channel is created; the welcome embed shows topic, priority, and status. Staff can Claim the ticket (button) to assign ownership; members see priority emoji (🔵🟡🟠🔴). Close via the button or /closeticket [reason]; members can close too if “allow member close” is enabled. On close, a CSAT rating prompt is posted in the channel mentioning the ticket opener, then a 90-second countdown begins before the channel is permanently deleted.

Transcripts & Feedback

On close, an HTML transcript (Discord dark-theme styled) is uploaded to the configured transcript channel. A CSAT prompt (1–5 ⭐ rating) is posted non-ephemerally in the ticket channel, mentioning the ticket opener — only they can rate. The moment a star is clicked, the rating is saved and a compact CSAT log embed (member, staff, topic, and rating) is posted to the log channel immediately. A follow-up embed then appears with a green Share Remarks button — clicking it opens a short modal for optional additional feedback. Dismissing or ignoring the modal does not affect the already-captured rating. The prompt appears immediately before the 90-second deletion countdown begins.

Auto-Close

Inactive tickets receive a 24-hour warning, then are automatically closed and permanently deleted. The inactivity threshold is set in the Support Settings via /supportsetup.

Voice Queue

Members run /joinqueue [topic] to enter the queue; /queueposition to check their position. Staff run /queue next to pull the next member into the support VC. Members are auto-removed from the queue on voice disconnect or after the configurable timeout (default 60 min).