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Tickets & Workflows

Alvansa provides a fully featured ticket system with customizable workflows to handle support requests directly in Discord, making it easy for both your support team and community members to get the help they need.

Ticket System Overview

The ticket system allows your community members to create support tickets through customizable panels in your Discord server. Each ticket can be configured to open as either a private thread or a public forum post, depending on your needs.

Key benefits of Alvansa’s ticket system:

  • Clean Organization: No more cluttered channels
  • Seamless Experience: Everything happens within Discord’s native interface
  • Flexibility: Configure tickets as private or public based on your needs
  • Customization: Create specialized support pathways with workflows

What are Workflows?

Workflows are reusable configurations that define the lifecycle of a ticket. Each workflow can be connected to one or more buttons on your support panel, allowing users to select the specific type of support they need.

For example, you might have a workflow for technical support, another for account issues, and a third for billing questions. Each workflow can have its own settings, including ticket type (private or public), welcome message, and ticket naming format.

Ticket Lifecycle

The following sections outline the lifecycle of a ticket, from creation to closure, and how workflows affect each stage.

Opening a Ticket

Members create support tickets by clicking buttons on your configured support panels. Each button is connected to a specific workflow, determining how the ticket will be handled.

When a user clicks a button, they are presented with a modal to enter the details of their issue. Once submitted, a ticket is created based on the workflow configuration:

  • Private Threads: Offers confidentiality for sensitive issues, with only invited members able to participate, ideal for account or billing issues
  • Public Forum Posts: Allows community input and visibility, ideal for feature requests or general questions, encouraging user engagement and feedback

Joining a Ticket

When a ticket is opened, an entry is sent to the ticket audit channel with a link to the ticket, allowing support staff to join the conversation.

For private tickets, support staff must join from the audit channel (effectively “claiming” the ticket). Server administrators and moderators can view all private threads without having to explicitly join them.

For public tickets created as forum posts, all users with access to the forum channel can view and participate in the discussion.

Knowledge Base Integration Premium Feature

Premium subscribers benefit from knowledge base integration that attempts to solve issues automatically:

  • The bot compares the user’s issue to your knowledge base and sends relevant solutions
  • If the user still needs support, they can request human assistance
  • This triggers a Support Summoned notification in the audit channel
  • Without a premium subscription, support staff are automatically summoned when tickets are created

Working with Tickets

Support staff can interact with tickets in various ways:

Summarizing a Ticket Premium Feature

Premium users can generate conversation summaries using the /summary command, making ticket review more efficient.

Closing a Ticket

Tickets can be closed by either party using the /close command or the thread panel button. Users can provide closure reasons which are logged in the audit channel.

Transcripts

A transcript of the conversation is automatically generated upon closure, preserving the conversation for future reference. Transcript generation can be customized in each workflow.

User DMs and Ratings

When a ticket is closed, users receive a DM with a conversation summary, transcript link, and a rating prompt. These ratings help track satisfaction and identify improvement areas.

Working with Multiple Support Panels

With workflows, you can create multiple support panels, each with up to 5 buttons. Each button can be connected to a different workflow.

For example, you might create:

  • A general support panel with buttons for “Technical Support”, “Account Issues”, and “Billing Questions”
  • A developer panel with buttons for “Bug Reports” and “Feature Requests”
  • A community panel with buttons for “Moderation Issues” and “Community Suggestions”