Support tickets

Give members a private way to reach your staff, with transcripts and tidy handling. (Pro)

Tickets give a member a private channel to talk to your staff, whether it's for help, a report, or an application. No DMs, no public clutter.

What it does

A member clicks Open Ticket. HoneyGate spins up a private channel that only they and your staff can see. Staff handle it, and once it's closed a transcript is saved.

Setting it up

In the admin panel, open Tickets and configure:

1. The category where ticket channels are created.
2. The support role, meaning the staff who can see and claim tickets.
3. A log channel where the closing summary and full transcript file are posted.
4. The panel: the channel, title, description, and button label members see to open a ticket. Add up to 5 ticket types (say Billing and Bug report) to give the panel multiple buttons, each routed to its own category and staff role.
5. (Optional) a welcome message sent when a ticket opens, a max open per member, an auto-close after idle with a warn-first grace note, a transcript DM to the member, and a post-close feedback survey.

Member experience

The member clicks Open Ticket, fills in a short summary, and gets a private channel. Staff are notified, claim it, help out, and close it. The member receives a copy of the conversation by DM (on by default; you can turn it off).

If a ticket goes quiet, the bot posts a friendly "still need help? this will close soon unless someone replies" note before anything closes. Any reply keeps it open.

For staff

• Claim a ticket with the button or /ticket claim. The admin panel shows who is handling each ticket, plus your team's average member rating.
• Canned responses: post a saved reply with /ticket canned <name> instead of retyping common answers. Set up the named templates in the admin panel under Tickets.
• /ticket add and /ticket remove bring extra people into a ticket.
• Every closed ticket keeps its transcript in the admin panel, with a Download transcript button for a file you can save or share.
• Closed the wrong one? Hit Reopen on the closing summary in your log channel.

Tips

• HoneyGate needs permission to create and delete channels in that category.
• Use max open per member to prevent duplicate tickets.
• Auto-close after idle keeps your category from filling up with stale tickets. The warn before closing setting (default 12 hours ahead) makes sure nobody's question disappears without notice.