Closing, reopening and transcripts

Closing a ticket is one click on Close Ticket, but a fair amount happens behind it. This page is what to expect, and how to configure it.

Who can close

Staff always can. Staff means a holder of one of the panel's support roles, or, when the panel has no support role set, anyone with Manage Server.

Those two are alternatives, not a stack: as soon as a panel has support roles, they are the whole check. An administrator who does not hold one is treated like any other member on this button, and a panel set to Never will refuse them.

For the member who opened the ticket, the panel decides. User Close Permission has three settings:

Always: they can close their own ticket whenever they like.
When claimed: only after a staff member has claimed it.
Never: staff only.

What closing does

In every configuration, in this order:

The ticket is marked closed and the opener loses access to the channel.
The opener gets a direct message telling them their ticket was closed and by whom, with the transcript attached if you enabled it.
A card lands in your log channel, if you set one, naming the ticket, its author and who closed it, plus the transcript if you enabled that.
If feedback is on, a second direct message asks the opener to rate the support they got.
The ticket_close event fires for the autoresponder.
On Platinum servers where the assistant is available, it writes a short summary of the ticket and posts it to the log channel.

If the panel charged coins to open and the Economy setting for refunding on close is on, the coins are given back. The refund matches what was actually charged for that ticket, so changing the price afterwards cannot over-refund, and closing then reopening then closing again refunds once.

A member with direct messages closed to your server simply does not get the notice. Nothing else is affected.

What happens to the channel

Close Behavior picks between two endings.

Archive only (the recommended one) keeps the channel. The opener can no longer see it, and a card offers staff two buttons: Reopen Ticket and Delete Ticket. Nothing is lost until someone decides.

Delete after delay posts a card with a countdown and a Reopen Ticket button, then deletes the channel. You set the delay in seconds, up to an hour. Very small values are raised to five seconds, because the transcript and the summary are read from the channel after the close and need a moment to finish.

Once the channel is deleted, the messages are gone from Discord. If you want a record, turn on a transcript before you rely on this mode.

Reopening

Reopen Ticket gives the opener access back, sets the ticket to Open and posts a notice in the channel. The conversation carries on where it stopped.

Reopening is not role gated. What limits it in practice is who can still see the channel, and after a close that is your staff.

Deleting

Delete Ticket removes the channel permanently. The ticket keeps its page on the dashboard with its timeline, its notes and its rating, so only the Discord messages go.

Deleting is also what lets that member open a ticket on the panel again. A member holds one ticket record per panel, so the next one they open replaces the one you just deleted, and that older ticket then drops out of the list and out of the analytics. Archiving instead of deleting keeps the record around, at the cost of a channel that stays in your category and of the member not being able to come back through the same panel.

When a channel is deleted by hand

If someone deletes a ticket channel in Discord instead of using the buttons, the bot notices and closes the ticket so your list stays accurate.

That path is silent by design, because there is no channel left to work with: no transcript is produced, no closing message and no rating request are sent. Use the buttons if you care about any of those.

Transcripts

A transcript is a self-contained HTML file of the whole conversation, with avatars, attachments, embeds and resolved mentions. Opened in a browser it reads like the channel did.

Two switches on the panel, under Transcript Settings:

Send to User attaches it to the closing direct message.
Send transcript to logs channel posts it in your log channel.

There is a third way to get one: the ticket's page on the dashboard has a Transcript entry in its actions menu that downloads the file on demand. The member who opened the ticket can download their own from there too.

One thing to plan around: a transcript is built by reading the channel at the moment it is asked for. The one generated at close time is captured before the channel can be deleted, so it is complete. The dashboard download only works while the channel still exists. Once it has been deleted there is nothing left to build from, so if you use Delete after delay, turn on at least one of the two switches above.

Feedback

Turn on Enable Feedback and the closing direct message is followed by a rating request: five buttons, one to five stars. Only the member who opened the ticket can answer, and only once.

Per rating value, you choose what happens. Each of these is a set of star values, so you can treat one star differently from five:

Require a written reason: the member must explain before the rating is accepted. Dismissing the form saves nothing at all.
Post to the log channel: a card in your log channel with the score, the written reason if there is one, and who handled the ticket. The card is red for one or two stars and green for four or five.
Offer an external review: the thank-you message invites them to review you elsewhere, with your own text and up to five link buttons.

Ratings that do not require a reason still offer an Add a comment button afterwards, in case the member wants to say more.

Feedback credited to decides which staff member the score counts for in the per-staff statistics: the last one who replied, the one who claimed, or the one who closed. The credit is frozen when the rating is submitted, so reassigning a ticket afterwards never moves a bad score onto somebody else.

Next: the dashboard side.