Commands

Enterprise

Support System

Full ticketing and voice queue system for managing member support requests.

Overview

The Support System is an Enterprise-only text and voice-based ticketing module. Organise support requests into categories — each with custom staff roles and welcome messages. All ticket events are logged to a configurable log channel, and HTML transcripts are auto-generated on close.

Setting Up (Express Wizard)

Run /supportsetup to launch the 5-step wizard:

  1. Assign global staff roles
  2. Pick the Discord category, panel channel, log channel, and transcript channel
  3. Toggle member-close, transcript logging, CSAT feedback; set per-member ticket limit
  4. (Optional) Enable voice queue and select VC/notify channels
  5. Review and apply — writes config to database and enables the module

After setup, post the panel embed with /postpanel.

Categories

Run /addcategory to create a ticket routing bucket. Each category has: name, description, emoji, staff roles, welcome message, topic requirement, and max open tickets per member. Edit with /editcategory <name>, archive with /deletecategory <name> (existing tickets are preserved).

How Tickets Work

Members press a button on the panel embed to open a ticket. A private Discord channel is created; the welcome embed shows topic, priority, and status. Staff can Claim the ticket (button) to assign ownership; members see priority emoji (🔵🟡🟠🔴). Close via the button or /closeticket [reason]; members can close too if “allow member close” is enabled. On close, a CSAT rating prompt is posted in the channel mentioning the ticket opener, then a 90-second countdown begins before the channel is permanently deleted.

Transcripts & Feedback

On close, an HTML transcript (Discord dark-theme styled) is uploaded to the configured transcript channel. A CSAT prompt (1–5 ⭐ rating) is posted non-ephemerally in the ticket channel, mentioning the ticket opener — only they can rate. The moment a star is clicked, the rating is saved and a compact CSAT log embed (member, staff, topic, and rating) is posted to the log channel immediately. A follow-up embed then appears with a green Share Remarks button — clicking it opens a short modal for optional additional feedback. Dismissing or ignoring the modal does not affect the already-captured rating. The prompt appears immediately before the 90-second deletion countdown begins.

Auto-Close

Inactive tickets receive a 24-hour warning, then are automatically closed and permanently deleted. The inactivity threshold is set in the Support Settings via /supportsetup.

Voice Queue

Members run /joinqueue [topic] to enter the queue; /queueposition to check their position. Staff run /queue next to pull the next member into the support VC. Members are auto-removed from the queue on voice disconnect or after the configurable timeout (default 60 min).

Setup & Admin

/supportsetup

Enterprise

Launch the 5-step express setup wizard to configure the support system.

/addcategory

Enterprise

Create a new support category using the 4-step category wizard.

/editcategory <name>

Enterprise

Edit an existing support category (pre-fills all current values).

/deletecategory <name>

Enterprise

Soft-delete a support category (existing tickets are preserved).

/postpanel

Enterprise

Post or repost the support panel embed with ticket-creation buttons.

Ticket Management

/closeticket [reason]

Enterprise

Close the current ticket. Generates a transcript, posts a CSAT rating prompt (1–5 ⭐) mentioning the ticket opener — only they can rate. The star rating is saved and a CSAT log is posted to the log channel the moment a star is clicked. A follow-up embed then offers an optional Share Remarks button for additional feedback. A 90-second countdown runs before the channel is permanently deleted.

/addmember <member>

Enterprise

Add a member to the current ticket channel.

/removemember <member>

Enterprise

Remove a member from the current ticket channel.

/setpriority <level>

Enterprise

Set ticket priority: low, medium, high, or urgent.

/transferticket <category>

Enterprise

Move the current ticket to a different support category.

/rename <name>

Enterprise

Rename the current ticket channel. Must be used inside an active ticket. Input is lowercased and spaces are converted to dashes automatically.

/transcript

Enterprise

Generate and post an HTML transcript of the current ticket directly in the ticket channel. Must be used inside an active ticket channel.

Ticket Views

/tickets list [status] [member]

Enterprise

View a paginated list of tickets, filterable by status and member.

/tickets stats

Enterprise

View server-wide ticket stats: open count and average CSAT rating.

Voice Queue (Staff)

/queue next [vc]

Enterprise

Dequeue the next member and move them to the staff voice channel.

/queue list

Enterprise

View all members currently in the voice support queue.

/queue remove <member>

Enterprise

Manually remove a member from the voice queue.

/queue clear

Enterprise

Clear the entire voice queue.

Member Commands

/newticket [category]

Enterprise

Open a new support ticket. Prompts for a topic if the category requires one.

/mytickets

Enterprise

View all your own tickets with statuses (paginated).

/joinqueue [topic]

Enterprise

Join the voice support queue with an optional topic.

/leavequeue

Enterprise

Remove yourself from the voice support queue.

/queueposition

Enterprise

Check your current position in the voice support queue.