Tickets
Support system with categories, SLA and ratings. Command: /ticket.
Overview
The ticket system creates private channels for communication between members and moderators. Each ticket has a unique number. Access: /ticket or /menu → Ticket.
Categories
Ticket types: • SUPPORT — general support • REPORT — member report • APPEAL — appeal • OTHER — miscellaneous • P2P — ticket between members Ticket templates allow configuring auto-replies and fields for each category.
SLA
Priority levels: NORMAL, HIGH (for Premium servers). SLA tracks moderator response time. Configurable thresholds: • Warning — overdue warning • Critical — critical level • Escalation — escalation Setup: Dashboard → Tickets → SLA.
Assignment
Tickets can be assigned to a specific moderator (assignee). • Assignment via button in ticket channel • Transfer to another moderator • Auto-assign on reply Permissions: ticket.respond, ticket.close, ticket.archive.
Closing & Archive
When a ticket is closed: • A transcript is generated (text chat history) • Channel is deleted • Ticket moves to CLOSED Archive: closed tickets can be archived for long-term storage.
Rating
Ticket creator can rate support quality after closing. • Rating (1–5 stars) • Comment Rating statistics visible in Dashboard.
P2P Tickets
Tickets between members (not with moderation): • Creator specifies additional participants • Private channel for discussion • Useful for trades, disputes, agreements
For Administrators
Dashboard → Tickets: • Open ticket queue • Templates and categories • SLA settings • Stats: response time, ratings, volume • Per-user open ticket limit (ticketMaxPerUser)
Appeals run as a structured form on top of tickets for ban/mute disputes.