Tickets

With the ticket system, members open a private channel with a button, where only they and your support team can write. Questions stay out of the public chat, and your team keeps track of everything.

In the dashboard#

You find everything under Support → Tickets (/dashboard/<server>/tickets). The page has three tabs: Tickets (inbox and handling), Statistics and Settings with Categories & form and Support hours & SLA. Statistics and support hours are covered in Ticket Pro.

How to set it up#

1. Create a category in Discord (e.g. “Tickets”). yurna will create a separate channel for every ticket inside it.
2. In the dashboard, open Tickets → Settings → Categories & form and click Add category.
3. General tab: name, description, emoji and the label of the button that opens the ticket.
4. Channels tab: pick the Ticket channel category from step 1 and the Panel channel where the button should appear. Without a ticket channel category, nobody can open a ticket.
5. Roles & pings tab: choose your support team's roles. yurna mentions them as soon as a ticket opens.
6. Save, then click Publish panel on the category. yurna posts the panel with its button to the panel channel.

The live preview in the editor shows how the panel and the ticket opening look in Discord.

How a ticket works#

1. A member clicks the button in the panel. If the category has form questions, they answer them in a form first.
2. yurna creates a channel in the ticket channel category and sends the opening message: an optional banner, an embed with the Claim and Close buttons, and a line with the pings.
3. A team member clicks Claim and takes care of it.
4. To close, the team clicks Close and can add a reason. If the creator clicks Close themselves, a team member has to confirm.
5. yurna attaches the transcript as a file to the closing message and deletes the channel after 5 minutes. The creator receives a DM asking for an optional rating from 1 to 5 stars with an optional comment.

Settings in the editor#

• Team roles: The support team consists of the roles under Roles & pings, plus everyone with Administrator or Manage Server and the server owner. Only they can claim and close. Up to 10 roles per category; Mention ticket opener is a separate switch.
• Opening: banner (image URL), title, text and colour of the embed. The text supports {user}, {username}, {ticket} and {category}.
• Form: Create questions under Custom fields (short text, long text, number, select, multi select, optionally required) and assign them to categories. Discord allows at most 5 questions per form.
• Panel: title, text, colour, footer, thumbnail and image of the panel embed.
• Advanced: Ticket name template with {emoji}, {username}, {ticketnumber}, {priority}, {categoryname} and {date}, plus Max tickets per user (empty = no limit).

Handling tickets#

The Tickets tab lists every ticket with search and filters for status, priority and category. Clicking a ticket opens it: follow the conversation live, reply straight into the Discord channel, claim or close it (including Close with note), write internal Notes and see form answers, the rating and Transcripts. Handling single tickets only works in the dashboard or with the buttons in the ticket channel.

Premium#

More ticket features such as support hours and SLA are covered in Ticket Pro.

By command#

Everything in the editor also works in Discord. You need "Manage Server". Set up panels and categories with /tickets, form questions and general texts with /ticket-setup. If you leave an option out, it stays unchanged; for texts, - clears the field.

Support hours and SLA are set with /ticket-setup hours and /ticket-setup sla – see Ticket Pro. Long texts such as the opening message are easier to write in the dashboard. More under Set up everything with slash commands.

Common questions#

Why can't I publish the panel?#

The category has no ticket channel category. Pick one on the Channels tab or with discord-category in /tickets category edit.

Why aren't my support roles notified?#

The editor tells you why – usually yurna lacks “Manage Roles” or the role sits above yurna's role. Fix makes the role mentionable. More under Role pings don't arrive.

What does “This category has too many questions” mean?#

Discord allows at most 5 questions in one form. Remove questions from the category until there are 5 or fewer.

Who can claim and close tickets?#

The category's support roles, everyone with Administrator or Manage Server and the server owner. The creator can only request closing.

Where do I find old tickets?#

On the Tickets tab with the status filter “Closed”. The transcripts are there too. With Full Moon you can search every message with the transcript search.

See also#

• Ticket Pro: analytics, support hours and SLA
• Required bot permissions
• Role pings don't arrive