Managing tickets

Staff work tickets in the private Discord channel and in Tickets in the dashboard.

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In Discord

Thea answers first from your docs. The first staff message in the channel makes it step back for the rest of the ticket. The member’s later messages are kept in the transcript. Ticket channels are private, so /ticket assign refuses someone who cannot see the channel. Manage Server alone does not give access. Give the person your support role first.

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In the dashboard

Open Tickets, pick a view (Active, Unassigned, Assigned to me, Escalated, Closed, Rated poorly, All), and open a ticket. Search by ticket number (42 or #0042) or by what the member wrote. On a ticket you can:

• Read the transcript and form answers
• Add or read staff notes
• See CSAT score and comment
• See whether the response target was missed
• Download a transcript
• Reopen

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Close

On close, Thea:

1. DMs a transcript if DM the member a transcript is on
2. DMs a 1–5 satisfaction question and an optional comment
3. Removes the member’s access to the channel

Ratings of 1 or 2 appear in Rated poorly. If you enabled the event, the rating also lands in the ticket log. The closed channel stays in the Tickets category so the ticket can be reopened. Discord allows 50 channels per category, and closed tickets count until they are deleted. When the category is full, members cannot open a new ticket and Thea tells them why. Press Delete ticket on the close message once you no longer need a ticket.

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Response target

If you set a response target and an escalated ticket sits without a reply to the member, Thea pings the support role once in that ticket channel. Claiming the ticket does not count as a reply. Raid mode suppresses the ping.

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Transcripts

• Member: optional DM at close
• Staff: Download transcript on the ticket page at any time

The download includes the opening form answers, Thea’s first answer, the conversation, and staff notes.