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- Ticket Pro: analytics, support hours and SLA
Ticket Pro: analytics, support hours and SLA
How fast does your team reply? Analytics, support hours, SLA with escalation, team leaderboard and transcript search – with limits per plan.
Quick look
This is how it looks in Discord – with sample data.
Support with the context your team needs.
A ticket panel, custom questions and a private channel: Your support team receives each request with the details that matter.
yurnaBOT
How can we help?
Open a support ticket and tell us a little about your request.
Interactive demo with sample data. Nothing is changed on a real server.
Open a ticket from the panel. Step 1 of 3
Ticket Pro adds numbers and rules to the ticket system: see how quickly your team replies, define when you're available and let yurna raise the alarm when a ticket waits too long.
In the dashboard#
Everything lives under Support → Tickets in the Statistics and Settings → Support hours & SLA tabs.
Analytics#
On the Statistics tab (/dashboard/<server>/tickets/auswertung) you pick the period at the top (7 days, 30 days, 90 days, 1 year) and see:
- Key figures: new and closed tickets, avg. first response (with median), avg. handling time, avg. rating, tickets open right now, comments and – if set up – the share of SLA met.
- Charts of new and closed tickets over time, plus All-time totals & live trend (refreshes every minute).
- By category: which requests come in most often and how well they go.
- Team leaderboard: who claimed, closed and how fast they replied, with average rating (Full Moon).
- Rating comments from the rating DM sent after closing.
- Export CSV (Full Moon).
Response time runs from opening to the first message by a team member – in Discord or in the dashboard. Analytics are only available in the dashboard; there is no command for them.
Setting up support hours#
- Open Settings → Support hours & SLA and turn on Use support hours.
- Choose the Time zone. yurna handles daylight saving time for you.
- In the Weekly schedule, add up to four time windows per day. Tue–Fri like Monday saves typing; a window may run into the next day.
- Under Holidays & days off, add days when nobody is around.
- Choose what happens outside support hours: Notice only (the ticket opens and shows “We'll reply from …”) or Block category (the panel button declines and shows only the member when you're back).
- Optionally add a Notice text, e.g. an emergency contact.
Setting up SLA & escalation#
- In the same tab, turn on Monitor SLA.
- Under First reply at the latest after, pick a preset from 15 minutes to 1 day or a custom value (5 minutes to 7 days). When support hours are active, only time within them counts.
- Decide what happens when the target is missed: ping roles in the ticket channel (up to 10), send an alert with a link to a team channel and/or set the priority to “High”.
Each ticket is escalated at most once; the first team message stops the clock. The SLA applies to tickets opened after you switch it on.
Transcript search#
On the Tickets tab, the Transcript search lets you search the messages of all closed tickets (from 2 characters, Full Moon).
Premium#
| New Moon | Half Moon | Full Moon | |
|---|---|---|---|
| Analytics period | up to 30 days | up to 90 days | unlimited (up to 1 year selectable) |
| Support hours | – | ✓ | ✓ |
| SLA with escalation | – | – | ✓ |
| Team leaderboard | – | – | ✓ |
| CSV export | – | – | ✓ |
| Transcript search | – | – | ✓ |
Tip
You can prepare support hours and SLA before you have the right plan. Switching them on requires the plan.
By command#
You can also set support hours and SLA in Discord. You need "Manage Server". If you leave an option out, it stays unchanged; for the notice text, - clears the field.
| Command | What it does | Important options |
|---|---|---|
/ticket-setup hours show | shows support hours and SLA at a glance | – |
/ticket-setup hours set | turns support hours on or off and sets the basic rules | enabled: on/off, timezone: time zone (e.g. Europe/Berlin), outside: show notice or block tickets, notice: notice text outside the hours |
/ticket-setup hours day <day> <times> | sets a day's hours | day: Monday to Sunday or Mon–Fri; times: e.g. 09:00-18:00, several windows separated by commas, - = closed |
/ticket-setup hours holiday <action> <date> | adds or removes a day off | action: add or remove, date: date as YYYY-MM-DD |
/ticket-setup sla | turns the SLA on or off and sets the escalation | enabled: on/off, minutes: minutes to first reply (5–10080), roles: roles to ping (mentions), raise-priority: set priority to “High”, channel: team channel for the alert, clear-channel: remove the team channel |
/ticket-setup stats [days] | shows a short statistics overview: open, new and closed tickets, Ø first reply, Ø handling time, rating, SLA and top team – the same numbers as Tickets → Statistics | days: 7, 30 (default), 90 or 365 – as far as your plan allows |
Charts, categories and comments are in the dashboard; /ticket-setup stats links there. The team ranking comes with Full Moon.
Categories, panels and form questions are set up with /tickets and /ticket-setup – see Tickets.
Common questions#
Why can't I turn on “Use support hours”?#
Support hours need at least Half Moon, the SLA needs Full Moon. You can set everything up beforehand – it switches on with the right plan.
Does SLA time count at night?#
Only if no support hours are active. With support hours, only the time inside your windows counts.
Why wasn't an old ticket escalated?#
The SLA only applies to tickets opened after you switched it on. Also, each ticket is escalated at most once.
What counts as the first reply?#
The first message by a team member in the ticket – whether written in Discord or through the dashboard.
How far back do analytics go?#
Up to 30 days with New Moon, up to 90 days with Half Moon and up to 1 year with Full Moon.
See also#
Last updated on 30 October 2026