Tickets

In the panel under: Support, Tickets

The biggest module in AlphaCloud. Members open a ticket through a panel, optionally answer questions while doing so, and get a private channel with your support team. When the ticket is closed, a permanent transcript is created.

The structure#

Panel          eine Nachricht im Kanal mit einem Kategorie Menü
  └─ Kategorie  Support Rollen, Limits, KI Einstellungen
       └─ Frage  Formularfelder, die beim Öffnen abgefragt werden
            └─ Ticket  der eigentliche Kanal
                 └─ Transkript  das dauerhafte Archiv

Quick start#

General settings#

Panels#

A panel is the message used to open a ticket.

With Send you post the panel, with Resend / Edit you update it.

Categories#

You change the order of the categories in the menu with the arrows.

Tickets as a forum post#

Instead of creating a separate channel for every ticket, a category can open its tickets as posts in a forum. This keeps the channel list short, and all tickets sit neatly in one place.

Tickets as a private thread#

Every ticket becomes a private thread in a text channel, just like with many other ticket bots. The channel list stays short, and unlike a forum post, a private thread is really private: only the creator, the team and those who can "Manage Threads" in that channel can see it.

Questions#

For each category you can define a small form that appears when a ticket is opened.

AI Ticket System#

You choose which AI backend is used under Setup.

The 22 customizable messages#

Tickets has more customizable messages than any other module. They all live in one shared editor, grouped by phase and searchable.

Main messages#

The 19 lifecycle notices#

Variables#

{user}, {actor}, {closedBy}, {reopenedBy}, {category}, {channel}, {reason}, {messageUrl}, {closeAt}, {newName}, {rating}, {feedback}, {answers}, {guild}, {memberCount}.

In the welcome message there are also {responseTime} (the usual response time as above, empty when there is too little data) and {answers.1} to {answers.5}: each one only the answer to a single question, in the order of the questions of the category. This way you can place the answers individually in their own fields instead of listing them all together with {answers}.

The editor itself shows you which of them are available in which message.

Commands#

Transcripts#

When a ticket is closed, a permanent transcript is created on transcript.alphacloud.bot. The close DM and the log contain a button that leads there.

Danger Zone#

Delete closed ticket channels removes the Discord channels of all closed tickets at once. The ticket records and transcripts are kept.

Free and Premium#

Required permissions#

Manage Channels, Send Messages, Embed Links, Manage Messages, Read Message History, Manage Roles (for the channel permissions of the support roles). For tickets as forum posts, additionally in the forum: Send Messages in Threads and Manage Threads. For tickets as private threads, additionally in the channel: Create Private Threads, Send Messages in Threads and Manage Threads.

Related#