Ticket System

This page was last reviewed on January 19, 2025.

Our ticket system is a resource available to our community members so that they can get support from staff members or management members. They can also use this system to report a staff member, but as a staff member, you don't need to worry about handling those reports. Instead, you will be handling what we call 'General Support' tickets. More information can be found below.

Ticket System Guidelines

The guidelines for our ticket system can be found below.

• When a user opens a ticket, a staff member needs to claim the ticket before speaking within it. Once a ticket is claimed, it will lock for other support members unless unclaimed.

• You must use spelling, punctuation and grammar when handling tickets.

• You must act professionally within tickets and ensure you provide accurate information to users. If you are unsure about an answer to a question or query, seek assistance from another staff member in any of the staff chats or ask them to take over the ticket by unclaiming it.

• When you close the ticket, either through the close button or the $close command, the ticket transcript will automatically be saved, and the ticket will be deleted in 15 seconds unless it is reopened.

Ticket System Commands

A list of the commands for the ticket system can be found below.

Prefix Commands

$add - Adds a user to the ticket. $remove - Removes a user from the ticket. $open - Opens the ticket once it has been closed. $close - Closes the ticket. $rename - Renames the ticket. $claim - Claims the ticket. $unclaim - Unclaim the ticket. $transcript - Saves the ticket transcript.

Slash Commands

/add - Adds a user to the ticket. /remove - Removes a user from the ticket. /open - Opens the ticket once it has been closed. /close - Closes the ticket. /rename - Renames the ticket. /claim - Claims the ticket. /unclaim - Unclaim the ticket. /transcript - Saves the ticket transcript.

Ticket System Process

The following section will outline the general process to follow when a member opens a ticket. Remember to consider all of the guidelines above when using the ticket system.

1. When a member opens a ticket, a new channel will be created in the 'tickets' category of the server, and you will be pinged in the ticket.

2. The member will input a reason for opening the ticket when selecting the General Support option from the dropdown menu, which will be visible on the ticket.

   

3. To claim the ticket, you can use either the "Claim" button or the $claim or /claim commands. This will stop other support members handling the ticket.

4. You will greet the user with something like 'Hello, how can I assist you?' If they have already asked their question within the ticket reason, proceed directly to answering it. If you cannot answer the question, unclaim the ticket and let another staff member handle it.

5. After assisting the user, you will ask a question such as 'Is there anything else I can assist you with?' to ensure they don't require further assistance before closing the ticket.

6. To close the ticket, you will use either the 'Close' button or the $close or /close command.

7. The ticket transcript will now automatically save, and the ticket will automatically delete within 15 seconds unless the ticket is reopened using the $open or /open command.