Tickets

Codyx includes a robust ticket system allowing users to easily create private support channels with staff.

Configuration (Web Dashboard)

The primary configuration for the ticket system is done through the Web Dashboard. Look for a "Tickets" or similar section. This is where the bot stores and retrieves settings. Key settings typically include:

• Enable Tickets: A master switch to turn the ticket system on or off for the server.
• Ticket Panels: Create and configure "Panels." Each panel represents a specific type of ticket or support request (e.g., "General Support," "Report a User," "Ban Appeal"). For each panel, you can configure:
  • Panel Name: An internal name for identification.
  • Embed Details: Title, description, and color for the message users interact with.
  • Button/Dropdown Options: Configure the button text or dropdown menu options users select to create a ticket from this panel.
  • Naming Scheme: How ticket channels are named (e.g., ticket-{user}-{num}). Placeholders like {user} (username) and {num} (sequential ticket ID) are usually available.
  • Category: The channel category where new tickets created from this panel will be placed.
  • Support Roles: Roles automatically added to tickets created from this panel.
  • Moderator Roles: Roles that have permission to manage tickets from this panel (e.g., close, claim, add/remove users).
  • Mention on Create: Roles to ping inside the ticket channel when it's created.
  • Ticket Limit per User: How many open tickets a user can have from this panel simultaneously.
  • Welcome Message: A custom message sent when the ticket channel is first created.
• General Ticket Settings: Server-wide settings that might apply to all panels unless overridden:
  • Archive Category: Where closed tickets are moved (if applicable).
  • Log Channel: A channel for logging ticket events (creation, closure, claims, etc.).
  • Allow User Close: Whether the user who created the ticket can close it themselves.
  • Claim System: Enable/disable the ability for staff to "claim" a ticket, assigning it to themselves.
  • Claim Required: Whether a ticket *must* be claimed before staff can reply.
  • Transcripts: Enable/disable saving text transcripts when tickets are closed.
  • Transcript Channel: Where transcripts are posted.
  • Close Confirmation: Ask for confirmation before closing a ticket.
  • Auto-Close Idle Tickets: Automatically close tickets after a certain number of days of inactivity.

Activating a Ticket Panel

Once a panel is configured in the dashboard:

1. Find the specific panel you want to activate within the ticket configuration section of the web dashboard.
2. Look for a "Send Panel" or "Activate Panel" button associated with that panel.
3. You will likely need to select the target Discord channel where the panel message (with the button/dropdown for users to click) should be posted.
4. Click the button to send the panel message to the chosen channel.

Users can then click the button or select an option on that message in the specified channel to create a new ticket.

Creating a Ticket (User Perspective)

1. Find the ticket panel message sent by the bot in the designated channel.
2. Click the appropriate button or select an option from the dropdown menu.
3. If configured, a new private text channel (or thread) will be created under the designated category.
4. The user, relevant support/moderator roles, and potentially mentioned roles will be added to the channel.
5. The user can then explain their issue in the channel.

Managing Tickets (Staff Perspective)

Staff with the configured Moderator Roles (and potentially Support Roles) can manage tickets:

• Claiming: If enabled, staff can click a "Claim" button inside the ticket channel to assign it to themselves. This often notifies the user and may prevent other staff from responding unless configured otherwise.
• Adding Users/Roles: Use the /ticket add command inside the ticket channel to add specific users or roles.
• Removing Users/Roles: Use the /ticket remove command inside the ticket channel to remove users or roles.
• Closing:
  • Use the /ticket close command inside the channel.
  • Alternatively, click a "Close" button if available.
  • If confirmation is enabled, you'll be asked to confirm.
  • The channel may be deleted, moved to an archive category, or locked depending on configuration.
  • A transcript may be saved and sent to the log channel or user DM.
• Escalating: If enabled, a button may be present to "Escalate" the ticket, potentially pinging higher-level support roles configured in the panel settings.