diff --git a/content/docs/tools-and-utilities/tickets-overview.png b/content/docs/tools-and-utilities/tickets-overview.png new file mode 100644 index 0000000..64b32ec Binary files /dev/null and b/content/docs/tools-and-utilities/tickets-overview.png differ diff --git a/content/docs/tools-and-utilities/tickets.md b/content/docs/tools-and-utilities/tickets.md new file mode 100644 index 0000000..b53dbe9 --- /dev/null +++ b/content/docs/tools-and-utilities/tickets.md @@ -0,0 +1,103 @@ ++++ +title = 'Tickets' +weight = 730 ++++ + + + +Tickets let your members interact with your server staff in a private and more organized way. The bot will create a +dedicated channel that can only be seen by the staff and the member who created the ticket, with the option to add more +users as-needed. + +{{< callout context="note" title="Note" icon="outline/info-circle" >}} + +Make sure that the bot has permission to manage channels in the category you want the bot to create tickets in, as well +as permission to send messages in said category, the transcript channels, and the ticket log channel. + +{{< /callout >}} + +![Tickets configuration interface](tickets-overview.png) + +## Commands + +See the [Commands](/docs/core/all-commands/#tickets-) page for a listing of all commands. By default, we impose no +restrictions on who can run these commands, though it may be pertinent to restrict sensitive commands such as the +`-tickets close` command to staff members using [Command overrides](/docs/core/command-settings). + +## Configuration + +At the top of the tickets settings page, you will find a toggle to enable or disable the ticket system in its entirety. +If you wish to disable certain parts, such as the `tickets adduser` command, please use a command override instead. + +If you disable the ticket system, the bot will respond with an error message when you try to run ticket-related +commands, unless they are also disabled using command overrides. + +### Admin Roles + +Individual tickets can be set to an admin-only mode, where only users with these specified roles will be able to view +that ticket channel. + +Toggling this mode is done by running `-tickets adminonly` in the ticket's channel. Running the command again will +deactivate the admin-only mode. This may serve useful when handling issues that require a higher level of privacy, +such as complaints about staff members. + +Select as many roles as you like---they need not have "Administrator" or similar Discord permissions commonly associated +with the term "admin". + +### Mod Roles + +These roles will be excluded from viewing tickets that are set to admin-only mode. Select as many as you like---they +need not have "Manage Messages", "Moderate Members" or other Discord permissions commonly associated with the term +"moderator". + +Having selected separate roles for moderators and administrators can be useful in larger servers where the two roles +have different responsibilities, but nothing prevents you from selecting the same role for both. + +### Ticket Category + +The bot uses channels for tickets, and these channels are created in a category of your choosing. This category should +be set up with the necessary permissions for the bot to create channels in it. + +{{< callout context="note" title="Note" icon="outline/info-circle" >}} + +Discord limits categories to contain at most 50 channels. If you experience a high volume of tickets, consider closing +some or researching alternative bots that handle tickets differently. + +{{< /callout >}} + +### Ticket Transcripts Channel + +This is the channel where text transcripts of tickets will be sent to, given that you activated the option to do so. +This channel does not have to be part of the ticket category you selected further up. + +We also provide a separate option to download attachments sent in the ticket, which will be posted as a ZIP archive in +this channel. + +To keep admin-only tickets private, you can select a separate transcripts channel for tickets that were closed when they +are in the admin-only mode during closure---if this is not necessary for your server, select the same channel as for the +regular tickets. + +### Ticket Status Updates + +When a ticket is created or closed, the bot will send a message to this channel to inform your staff about this event. +Selecting "None" will cause the bot to not send these updates. + +### Opening Message + +This field supports [custom command templating](/docs/reference/templates/syntax-and-data) and will be executed in the +newly created channel whenever a new ticket is created. Feel free to customize this as you see fit. + +The default message is the following custom command code: + +```yag +{{$embed := cembed `description` (joinStr `` `Welcome ` .User.Mention ` + +Please describe the reasoning for opening this ticket, include any information you think may be relevant such as proof, other third parties and so on.` +"\n\nuse the following command to close the ticket\n" +"`-ticket close reason for closing here`\n\n" +"use the following command to add users to the ticket\n" +"`-ticket adduser @user`")}} +{{sendMessage nil $embed}} +``` + +The user-provided reason for opening this ticket is available under the `{{ .Reason }}` template data.