Plugins

Tickets

The tickets plugin lets members create private channels to talk to staff. Staff can assign, organise, close, archive, and transcript those tickets.

An archive category keeps closed tickets temporarily instead of deleting them. Transcripts keep a record of the conversation when a ticket is closed.

Ticket commands and messages can be restricted to keep staff controls private. If you customise ticket messages with scripts, start with Scripts and use the ticket tags reference.

# Prefixes

Prefixes let you organise tickets. Setting a ticket prefix will append that prefix to the channel name so you can easily see which tickets are in which state at a glance.

/ticket prefix:assigned will set the ticket prefix to assigned and will update the tickets channel to assigned-sylver.

# Archiving

You can configure an optional archive channel. When tickets are closed, instead of deleting the channel we will move the channel to the archive category. If your server is running low on channels, archived tickets will be automatically deleted to make room for newer tickets.

# Transcripts

Transcripts are a record of the ticket conversation. When a ticket is closed, the bot will send a transcript of the ticket to the archive channel. This transcript will include all messages sent in the ticket, including images and attachments.

# Configuration

"Ticket Category" is where new ticket channels are created. A support role can see created tickets in addition to the ticket opener. "Use Category Perms" makes a ticket inherit its category permissions. The default ticket permissions keep it private to its opener and support role.

"Ticket Limit" controls how many open tickets one member can have. The creation response and channel topic are scripts. They can use the current user and ticket values.

An archive category and a logging channel with transcripts are Atlas Prime features. The archive category holds closed tickets and deletes its oldest archived ticket when Discord's channel limit requires space. A logging channel receives the closed-ticket record and transcript.