Tickets guide

Tickets give every request its own private channel that only the member and your support team can see.

Set it up

  1. Open the Tickets tab and choose the category new ticket channels are created in.
  2. Choose the support roles who should see every ticket, and optionally a log channel.
  3. Add a panel: its title, text, button label and colour. Start from a template if you like.
  4. Post the panel to any channel straight from the dashboard. You can post several panels to different channels.

How a ticket works

A member presses the panel button and a private channel opens. Your team can Claim it so everyone knows who is handling it, and Close it when it is done. Closing can ask for a reason and posts a summary in the log channel.

Transcripts

When a ticket closes, Iridex can save a transcript of the conversation. Staff can view it and download it as a text or HTML file from the transcript page, and you can turn on sending a copy to the member as well.

With saved transcripts on, the log channel gets a Ticket Transcript card for every closed ticket: the channel it was, who opened it, and a View Transcript button that opens the conversation on the website. Whoever opened the ticket can also be sent a copy in their DMs.

The card is yours to edit. On the Tickets tab, under Transcript message, change the title, the text, the button label and the accent colour (or leave it without one), and choose whether to attach the transcript as a file too. The ? button lists the placeholders: %channel%, %creator%, %closedby%, %reason%, %category%, %ticket% and %server%.

Transcript links are private. Each one carries a random key, so a ticket cannot be found by guessing its number; only people you share the link with can open it.

Priorities

Priorities are yours to define on the Tickets tab: the name staff type, and what happens when they do. A priority can rename the ticket channel so it stands out in the sidebar, post a line in the ticket, and page your support roles. Staff apply one with /ticketpriority inside the ticket.

Only the priorities you added exist, there is no fixed list, because "urgent" on one server is "waiting on member" on another. Applying a new one replaces the mark the last one left on the channel name.

Conditions

Conditions say what a ticket should do when something happens to the person who opened it. Each one picks an event: the member leaves, is kicked, banned, timed out, or the ticket has had no reply from them for a while, and then posts a message in the ticket, closes it, or both.

Without them, a ticket whose author is gone sits open until somebody notices. Telling leaves apart from kicks needs the View Audit Log permission; without it a kick counts as a plain leave.

Tips

Roles and permissions

Choose one or more support roles on the Tickets tab. Members with those roles can see and reply in every ticket. Everyone else, apart from the person who opened it, cannot see the channel at all. Give the support roles only what they need, and keep administrators out of the list unless they really handle tickets.

Designing a good panel

A panel is the message with the button. Keep the text short and say what a ticket is for, how long replies usually take, and what to include. A clear panel means fewer tickets that start with "hi". Use a colour that fits your server, and try several panels for different topics such as billing, reports and general help.

Working a ticket

  1. A member opens a ticket. A private channel appears and your team is notified.
  2. Someone on the team presses Claim so colleagues know it is handled.
  3. You talk it through in the channel. Add other staff or the member's friends if needed.
  4. When it is resolved, press Close. Iridex saves the transcript and posts a summary to the log channel.

Naming and organising

You can choose how ticket channels are named, for example by number or by the member's name, so a busy category stays readable. Keep them in one category and give that category the permissions your support team needs. Closed tickets are removed from view, and the transcript is what remains.

Transcripts in detail

A transcript is a saved copy of the conversation. It keeps who said what and when, so you can review a dispute later or share the outcome. You can download it as a plain text file or as an HTML page that looks like the conversation, and you can also send a copy to the member when the ticket closes.

If tickets are not working