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Modules

Ticket system

64 views Recently updated Intermediate
What is it? A private support system where members open a dedicated channel with the staff using a panel with buttons or a dropdown menu. Roody takes care of the channel, the permissions and the transcript on close.

How the flow works

  1. Configure the module from the dashboard (ticket categories, panel, permissions, messages…).
  2. A staff member uses /ticket-panel to publish the panel in a public channel.
  3. Users open a ticket by pressing the panel's button or menu entry.
  4. Roody creates a new channel in the configured category, with permissions only for the author and the staff roles.
  5. Staff help the user in that channel. They can claim the ticket, add people or rename it.
  6. When the ticket is closed, Roody generates a transcript and sends it to the configured channel.

Module commands

Every ticket command requires the staff roles configured in the module:

/ticket-panel

Publishes the ticket panel in the channel you run it in. It's the first step after configuring the module.

/claim · /close

Claim the ticket you're in (assign it to yourself) or close it once it's resolved. On close, Roody generates a transcript and, if you set it up that way, deletes the channel after a while.

/add

Adds a user to the current ticket (invites them to the channel).

/add user:@colleague

/move · /rename

Move the ticket to another category (changing which team handles it) or rename it so it's easier to identify.

/maintenance

Turns maintenance mode on or off: while it's on, the panel won't let anyone open new tickets.

/ticket-inactive

Lists tickets with no recent activity. Useful before doing a clean-up pass.

/transcript · /search

Regenerate the current ticket's transcript, or search previous tickets (by author, subject, etc.).

/tickets-stats · /leaderboard · /monthly-top

Module statistics, the global staff ranking and the current month's ranking. Useful for auditing performance.

Configuration from the dashboard

All configuration happens in /dashboard → Tickets module.

Channels and categories

  • Panel channel where the embed with buttons will be published.
  • Log channel for the module's events (opened, closed, reassigned…).
  • Transcript channel where the ticket's HTML is sent on close.
  • Ticket category where the channels are created.
Multiple categories is a Pro feature. The tickets module works on the free plan, but having several ticket categories for different subjects (each with its own staff roles and message) is included in Roody Pro and Roody Team. See plans.

Staff roles

  • Support roles with access to the tickets and to the module's commands.
  • Restricted roles that can't open tickets (blacklist).

Panel

  • Title, description, colour, thumbnail and button text.
  • Panel type: single button, dropdown menu with several categories, or advanced container with sections.
  • Button style (colour) and the container's visual configuration.

Ticket embed

  • Title, description, colour, footer and footer icon.
  • Show author, timestamp, ID, thumbnail.
  • Initial questions shown to the user when they open the ticket (form on or off).
  • Automatic welcome message and a staff mention when the ticket is created.

Auto-close and limits

  • Auto-close on inactivity, with configurable inactivity hours and advance warning.
  • Delete the channel X minutes after closing (or keep it).
  • Maximum simultaneous tickets per user and a cooldown between openings.
  • Total limit of open tickets on the server.

Closing and transcript

  • Close button visible or not in the ticket channel.
  • Custom closing message.
  • HTML transcript sent to the configured channel and, optionally, by DM to the author.

Permissions Roody needs

  • View Channels
  • Send Messages / Embed Links
  • Manage Channels (to create and delete the ticket channels)
  • Manage Permissions (to limit the channel to the author + staff)
  • Manage Messages
  • Attach Files (to send the transcript)
  • Manage Webhooks (for the module's logs)

Practical tips

  • Use separate categories for "General support", "Reports", "Shop" and the like: each with its own staff roles and welcome message.
  • Turn on auto-close on inactivity so tickets don't pile up.
  • Keep the transcript channel private: transcripts contain the user's whole conversation.
  • The dashboard's search tool lets you close, reassign and view transcripts without going through Discord.

Related links

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