Tickets

Setting it up

All of it is in the dashboard. Pick the channel the panel lives in, write the title and message, choose the embed colour, then add a button for each kind of ticket you want: Ban Appeals, Staff Support, Report a Bug, whatever suits.

Save, then Publish the panel. Publishing again after a change edits the message where it is rather than posting a new one, so the panel keeps its place in the channel.

Each button carries four things of its own:

• A colour. Blurple, grey, green or red.
• Where the ticket opens. A category gives each ticket a private channel. A forum gives each ticket a post. Nothing opens it outside any category.
• Who can see it. A billing ticket and a moderation appeal should not be readable by the same people.
• Who gets pinged, which is a separate list. Give twenty people access and alert only the two on duty.

The panel will not publish while the module is switched off. The buttons would appear and then refuse to do anything, which looks broken to the member pressing them.

Working a ticket

Opening one creates a private channel for the member and the staff for that category. Claim marks who is handling it. /ticket add and /ticket remove bring other people in. Close asks to confirm first, because closing deletes the channel and everything said in it.

Forum tickets work differently in one way that matters. A forum post is a thread, and threads cannot have their own permissions, so the post is exactly as visible as the forum around it. “Who can see these tickets” has no effect there, and /ticket add only changes who is notified. Good for bug reports and applications. Not for anything private. Closing a forum ticket locks and archives the post instead of deleting it, because the list of past posts is usually why a forum was chosen.

Transcripts

On close, Bonki reads the channel back and renders the whole conversation as a page: avatars, names, timestamps, attachments, in the order they were said. It is one HTML file with the styling inside it, so it opens in any browser years later with nothing else needed.

That file goes two places. It is kept on the dashboard behind the same sign-in as everything else, and, if you set a Transcripts channel, it is posted there as an attachment the moment the ticket closes. Keep that channel staff-only. A transcript is the entire conversation.

If you have transcripts off and channel deletion on, a closed ticket is gone for good. The settings page warns you when both are set that way.