kifo-clanker

When general-purpose bots fail, run !kifo

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How to use /ticketing and how to set up channel permissions?

This guide covers what the command does and how to configure ticketing for your server.
For command syntax, click here.

Table of Contents:

What is a ticketing system?

  • Ticketing system enables users to create tickets with title (Problem/Question) and optional description.
  • Ticket is a new thread for people to answer questions about the issue.

How to use ticketing system?

Ideally, the ticketing system is enabled in a Text Channel, where no one can send a normal message (the bot auto-deletes messages from non-moderators) - ticket creation is done through the /ticket command, which works only in channels with /ticketing enabled.
Although the intended use is to ask questions for moderators and receive answers, this could be also a system for any Q&A channels, or other uses that require threading.

Prerequisites for /ticketing

Your channel should have these permissions:

  • @everyone (or the role that will be able to use /ticket):
    • ALLOW: VIEW_CHANNEL, USE_APPLICATION_COMMANDS, USE_PUBLIC_THREADS or USE_PRIVATE_THREADS (see note below).
  • Moderators and Kifo Clanker:
    • ALLOW: SEND_MESSAGES, MANAGE_CHANNELS, MANAGE_THREADS, MANAGE_MESSAGES, USE_APPLICATION_COMMANDS.

NOTE: If you want to set Public visibility, users will need USE_PUBLIC_THREADS. For Private it’s USE_PRIVATE_THREADS.

Server prerequisites

Not all options are available to all servers. Because of the way threads are implemented, for longer archive periods and private threads a server must have a certain boost level.

  • Level 0 (No boosts):
    • Ticket visibility: Public
    • Archivisation time-span: 1 hour, 1 day
  • Level 1 (2 boosts):
    • Ticket visibility: Public
    • Archivisation time-span: 1 hour, 1 day, 3 days
  • Level 2 (15 boosts):
    • Ticket visibility: Public, Private
    • Archivisation time-span: 1 hour, 1 day, 3 days, 1 week

What /ticketing does and doesn’t

This command does:

  • Enable usage of /ticket in a channel.
  • Automatically delete all messages that:
    • Are not sent by Kifo Clanker.
    • Author does not have MANAGE_CHANNELS and it’s not a /ticket command.
  • Set visibility, archive, and slow-mode settings for every /ticket.
  • (optional) Send a message to the channel explaining how to use /ticket.
  • Send you a private message explaining how to set up permissions in this channel.

This command does not:

  • Change permissions of any roles/members.
  • Change the slow-mode of the channel.
  • Auto-archive threads (this is done automatically by Discord itself).
  • Send dank memes :(

How to disable /ticketing

Simply use the /ticketing off command, provided you have the following permissions: MANAGE_CHANNELS, MANAGE_THREADS.

Miscellaneous

  • To list all channels where /ticketing is enabled, simply run /ticketing list.
  • To get a link to this site, run /ticketing help.

What should users know when entering the ticketing channel?

This is the message the bot pastes, should you choose that option.

This channel has __tickets__ enabled.

  1. If you have a question or a problem that needs solving, type /ticket to create a ticket.
  2. Then, in title, ask the question, or state the problem.
  3. If you need to provide additional details, that’s what description is for!

Friendly tips: (not required, but they help to get the answer you’re looking for!)

  • Try to find an answer yourself (90% of the questions have their answer somewhere in the rules or other generally accessible channels).
  • Keep your titles brief (the perfect title is straight to the point - people love answering simple questions, so try to make it look simple).
  • Skip all unnecessary details (people often find it disappointing when a giant wall of the text leads to small and easy questions).
  • Describe the origin of your problem/question (What topic/category brought you to this channel? Where did you expect to find an answer?).

And the most important one: **Don’t forget to thank the person for answering!** They didn’t have to, yet they chose to help you. Share kindness everywhere you can.

Still confused? Type /guide Using /ticket for even more details.

If you want to change a few small details, here’s a raw text (with Discord-ready formatting):

**This channel has __`tickets`__ enabled**.
1. If you have a question or a problem that needs solving, type `/ticket` to create a ticket.
2. Then, in `title`, ask the question, or state the problem.
3. If you need to provide additional details, that's what `description` is for!

**Friendly tips:** *(not required, but they help to get the answer you're looking for!)*
- **Try to find an answer yourself** *(90% of the questions have their answer somewhere in the rules or other generally accessible channels)*.
- **Keep your `titles` brief** *(the perfect title is straight to the point - people love answering simple questions, so try to make it look simple)*.
- **Skip all unnecessary details** *(people often find it disappointing when a giant wall of the text leads to small and easy questions)*.
- **Describe the origin of your problem/question** *(What topic/category brought you to this channel? Where did you expect to find an answer?)*.

And the most important one: __**Don't forget to thank the person for answering!**__ They didn't have to, yet they *chose* to help you. Share kindness everywhere you can.

> *Still confused? Type `/guide Using /ticket` for even more details.*

~by KifoPL