> ## Documentation Index
> Fetch the complete documentation index at: https://docs.theabot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket system overview

> Members open a private channel from a panel. Thea answers first from your docs, triages the ticket, then steps back when staff reply.

Tickets are private Discord channels. A member clicks **Open a ticket** on a panel (or runs `/ticket open`). Thea creates a channel under a bot-managed **Tickets** category that only that member and your staff can see, tries to answer from your knowledge base, then waits for a human.

## How a ticket flows

<Steps>
  <Step title="The member opens a ticket">
    They click the panel button or use `/ticket open`. If you configured a [ticket form](/tickets/setup), they answer up to five questions first. Those answers are posted into the ticket. Thea does not store them elsewhere.
  </Step>

  <Step title="A private channel is created">
    Only the opener and your team can read it.
  </Step>

  <Step title="Thea answers from your docs">
    If confidence is high enough, Thea posts a cited answer before anyone is pinged.
  </Step>

  <Step title="Optional AI triage">
    When triage is on, Thea labels category, urgency, and sentiment. You can map categories to roles so the right team is pinged. Angry or urgent openers go to your support role immediately. Each classification counts against your **AI AutoMod scan** allowance.
  </Step>

  <Step title="Staff take over">
    The first human reply in the channel makes Thea step back. Mentioning Thea pulls it back in. Use `/ticket claim`, `/ticket assign`, and `/ticket note` as needed.
  </Step>

  <Step title="Close, transcript, and CSAT">
    On close, Thea can DM the member a plain-text transcript, then remove their access to the channel. It also DMs a 1–5 satisfaction question plus an optional comment. Low scores (1–2) show up in the dashboard under **Rated poorly**.
  </Step>
</Steps>

## Dashboard views

Open **Tickets** in the sidebar:

Active · Unassigned · Assigned to me · Escalated · Closed · **Rated poorly** · All

Each ticket shows the transcript, staff notes, CSAT, SLA status, and a transcript download. Staff can reopen from the dashboard.

## Key pieces

<CardGroup cols={2}>
  <Card title="Claim and assign" icon="hand-pointer" href="/tickets/managing-tickets">
    One owner at a time. Claim, assign, or release from Discord or the dashboard.
  </Card>

  <Card title="Staff notes" icon="note-sticky">
    `/ticket note` is visible only to staff. The member never sees it.
  </Card>

  <Card title="Response target" icon="clock">
    One re-ping of the support role if an escalated ticket sits unanswered. A claim does not count — only a reply to the member. Nothing is sent during a raid.
  </Card>

  <Card title="CSAT" icon="star">
    After close, a 1–5 rating ("Not at all" to "Completely") and an optional 500-character comment.
  </Card>

  <Card title="Saved replies" icon="bolt" href="/community/saved-replies">
    Send canned text with `/macro send`. There is no `/reply` command.
  </Card>

  <Card title="Other ticket bots" icon="puzzle-piece">
    Thea can answer the first question in Ticket Tool–style channels, then step back.
  </Card>
</CardGroup>

<Note>
  Staff can always download a transcript from the ticket page. The optional close DM is for the member, because closing removes their channel access. That DM leaves Thea's retention window.
</Note>