Working and closing tickets

Adding and Removing Users

If a user opens a ticket on behalf of another user, the user needing assistance will be unable to view the ticket. There is a simple solution! Use the /add [user] command. Using the add user command will add the user and make the ticket visible to them. (you may be surprised at how often this happens. Likewise, to remove the user who originally opened the ticket, use the /remove [user] command.

Adding Mods

It isn't always necessary to un-claim a ticket and transfer to another mod. You can also use the /add [user] command to add mods too. If you need another mod to interact with a ticket that you have claimed, simply add them to the ticket and they can interact without claiming.

Closing a ticket

When is it appropriate to close a ticket?

It is only appropriate to close a ticket when you are certain that the user is satisfied that their issue is resolved. If you are unsure whether or not both you and the user are in agreement that the ticket can be closed, you should use the /closerequest <close_delay> <reason>

• <close_delay> This parameter will add an auto-close delay specified in hours. If a user doesn't respond to your request in the allotted amount of time, the ticket will be automatically closed. E.g. you enter 6, the user has 6 hours to respond. This is an optional field and should only be used if there are multiple tickets you are working and are unable to monitor the ticket you are requesting the close for.

• <reason> This parameter provides a free-text field to enter the reason you are requesting the ticket be closed. E.g. Your issue will be resolved in a future update.

• No parameter. Both parameters are not required. Issuing the Close request command will simply ask the user to Accept and Close the ticket.

Automatic ticket close

Due to the nature of user's issues being id10t codes or ebkbc (error between key board and chair), tickets will automatically close after 24 hours of inactivity. Users are aware of this when they open the ticket as all Welcome messages contain the warning.

Tickets that have not been typed in or claimed by a moderator will automatically close after 3 days. Tickets closed automatically to save server resources, but this should NEVER happen under normal circumstances

Delaying Ticket close

Since not all tickets can be closed in 24 hours, it may be necessary to exclude a ticket from automatically closing. Inactivity not only counts inactivity of the user, but inactivity of the mod. If you need to keep a ticket open, provide a brief update in the ticket to give the ticket activity. (We don't want to accidentally close a ticket if the delay is on our end.)

If a ticket needs to remain open longer than 24 hours, you can use the /autoclose exclude command. The exclude command will leave the ticket open indefinitely. If you use the command, be sure to close it once the issue is resolved. DO NOT FORGET TO MANUALLY CLOSE THESE TICKETS

Closing a ticket

If the issue has been resolved, you, or the user, can click the "Close button." The close button will automatically issue the /close command. Be absolutely certain you are ready to close the ticket. Once a ticket is closed, it cannot be reopened. However, it is beneficial to provide as much information as you can by using the "Close With Reason" button. Close with reason is a searchable field and makes it easier to review solutions to archived tickets. IT IS REQUIRED FOR SUPPORT STAFF TO USE CLOSE WITH REASON If you do not provide a reason for closing, this usually results in another ticket being opened and dissatisfied users.

Closed Tickets

Once a ticket is closed, the channel is deleted (permanently). The transcript of the ticket is DM'd to the user (unless they have their DM's disabled.) The transcript is also archived in the #ticket-transcripts channel. The archive channel is available as view-only and is searchable using the in: channel search within discord. You can search for your ID or the user ID in the channel to view old ticket transcripts.

Providing a close reason also creates a searchable field that can be utilized when looking at old tickets. Only Sr. Mod's and above have access to this channel

Feedback

When a user closes a ticket, they are DM'd a copy of their transcript (if their DM's are open). Along with the transcript, users are also prompted to rate their experience on a scale of 1-5. We know not all users will be fair, but this will help evaluate our interactions with our end-users.