Tickets
Private support channels with forms, panels, staff routing, transcripts and a full history.
Switch tickets on
Open Tickets in your server's dashboard and turn the system on under Settings. Pick the category new ticket channels are created in and how they are named: {username}, {number}, {random}, {template} and {userId} work in the name format. Max open tickets per member stops one person from opening a pile of them, and 0 means no limit.
Decide who sees tickets
Each ticket is its own private channel. The member who opened it and the bot can always see it. Pick a minimum staff rank: every Nighthawk permission group at or above it sees new tickets through its bound roles, and the preview on the page shows exactly which roles get in. Staff below that rank only join a ticket when someone assigns them. Reading ticket history on the dashboard is a separate permission, so helpers can read transcripts without being able to change settings.
Channel mode Opener Assigned helper Staff at rank Staff below Sees it Yes Yes Yes No Writes Yes Yes Yes No After lock No Yes Yes No Staff below the minimum rank only join a ticket when someone assigns them. In thread mode, a lock also silences an assigned helper below the staff rank.
Templates and forms
A template is a kind of ticket, such as Report a member or Partnership request. It can ask questions before staff get involved, post its own opening message, and send the ticket to its own category and staff rank. Questions are asked in the member's DMs or in the ticket channel, and move to the channel when their DMs are closed. Start from a preset or build your own on the Templates tab.
Panels
A panel is a message the bot posts in a channel you choose. Each reaction on it opens a ticket, plain or with a template, so members pick the right kind with one click. Edit a panel and publish it again to update the message; reactions that no longer belong to it are removed. Members can also run n!ticket open [template] anywhere, and sending it as a reply links the new ticket to that message.
Working a ticket
Staff talk to the member right in the channel. n!ticket assign hands the ticket to someone, or to yourself with no name, and auto-assign can give it to the first staff member who writes. n!ticket add and n!ticket remove bring in a witness or the other side of a dispute. n!ticket lock stops the member from writing while staff discuss, and n!ticket note saves a staff-only note that only shows on the dashboard; the command message is deleted at once so the member never sees it.
Closing a ticket
n!ticket close [reason] closes a ticket straight away. n!ticket closerequest asks the member to confirm first and closes by itself after the close-request timer unless they keep it open; add a duration such as 2h to override the timer once. Inactivity auto-close does the same when staff wrote last and the member has gone quiet for the number of days you set. A closed channel stays read-only for the delete delay, then disappears. The member can get a DM with the close reason, and n!ticket closecase files the ticket as a case on their record before closing it.
- Close it nowStaff decide
n!ticket closeRead-only for the delete delay, then deleted - Ask the memberThey confirm or keep it open
n!ticket closerequestCloses itself when the timer ends - Member went quietStaff wrote lastInactivity auto-close after the number of days you set
- Keep a recordFor the member's history
n!ticket closecaseFiles a case, then closes
n!ticket archive instead keeps the channel for staff only. Closing an archived ticket deletes it.
- Close it nowStaff decide
Transcripts and history
With transcripts on, every message is saved encrypted when a ticket closes; if the history cannot be read, the channel is kept instead of deleted. The Tickets tab lists every ticket with its status, template, opener and assignee. A ticket's page shows the conversation laid out like Fluxer, the form answers, staff notes and everyone who took part, and exports it as HTML or JSON. Tickets also show up in a member's history on the dashboard and in n!cases and n!info.
Logs and archiving
Set a log channel on the Settings tab, or bind the Tickets log category under Configuration › Channels & Logging, which takes priority. You get a line with a link whenever a ticket is opened, closed or archived. n!ticket archive removes the member's access but keeps the channel for staff, and moves it to the archive category when you set one. Closing an archived ticket deletes it for good.
Tickets as threads
Open tickets as, on the Settings tab, switches from a channel per ticket to a private thread per ticket inside one text channel you pick, such as the one your panel is in. Only the member, anyone added and staff see a ticket thread: the bot gives the staff roles Manage Threads in that channel, so give templates with a different staff rank a thread channel of their own, or let them open channels. The bot also lets everyone send messages in threads there, and adds the staff pinged in a ticket's first message to its thread (up to 25 people). Members need to see the channel. n!ticket lock locks the thread, which also silences an assigned helper below the staff rank, and n!ticket archive archives it. A muted member still gets a channel, since a thread takes its permissions from the channel it is in, and so does a ticket whose thread cannot be made.