Setting up Permissions

This guide covers how to configure permissions for your Discord server to ensure the bot and your team can operate effectively. Proper permissions are crucial for the bot to function correctly and for your team to manage support tickets efficiently.

Staff Roles

Any server members with a Staff role will have access to certain features within the Alvansa system as outlined below.

You can designate any of your server’s roles as staff roles via the portal (Tickets > Settings) or using the /staff roles add command in Discord.

If you no longer want to designate a role as a Staff role, use the portal or the /staff roles remove command in Discord. You can also view the current list of staff roles using the /staff roles list command.

Note

These settings and commands do not add or remove roles from users. They only designate which roles are considered staff roles for the purposes of Alvansa’s ticket system.

Portal Access

Server Managers

Members with the Server Manager permission in your Discord server can access all portal features and configuration options.

Note

While Server Managers can view the current premium plan details, any changes to the subscription are limited to the original purchaser. Contact the original purchaser for any changes to the subscription, or Alvansa support for assistance.

Staff Roles

Members with a designated Staff Role but without the Server Manager permission will have access to operational sections like the dashboard and tickets, but cannot modify system configurations or settings, and cannot see the current subscription.

The server-specific URL is required for access, as the server will not show in the main list on the portal to users without the Server Manager permission.

Generate your server’s unique access URL anytime by using the /portal command in Discord. It is always in the format https://portal.alvansa.app/guilds/{guildId} and does not change, so can be bookmarked.

Channel Permissions

Purpose	Bot Permissions Required	Staff Permissions Required	Notes
Panel Channel	View Channel, Send Messages	-	This channel is where users can open tickets, so make sure they can view it.
Audit Channel	View Channel, Send Messages,	View Channel, Read Message History	Any users who can view this channel will be able to add themselves to any ticket thread.
Ticket Threads	View Channel, Send Messages, Read Message History	-	Staff members will join via the audit channel. Moderators and the ticket author will be able to view the ticket.
Input Channel	View Channel, Read Message History	-	The bot will read input channels in order to maintain your knowledge base.
Publish Channel	View Channel, Send Messages	-	The bot will publish knowledge base entries to this channel. Staff members will be able to view the entries.

Audit Channel

Alvansa uses private Discord threads to create support tickets. By default, only moderators and the user who opened the ticket can see the thread. Therefore, Alvansa will post a message in the audit channel during various stages of the ticket lifecycle. This message will include a button for staff to join the ticket. You should therefore ensure that the audit channel is only visible to server members that you would like to have access to the ticket threads.

Mentions

Staff roles are mentioned at specific points during a ticket’s lifecycle, to bring attention to the ticket. These include:

• Support Summoned: When a user requests human assistance within a ticket, or the bot was unable to find any possible solutions in the knowledge base, all staff roles are tagged in the audit channel with a link to the ticket thread.