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Support Ticket System

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Ticket Lifecycle

[ Member clicks "Create Ticket" on Panel ]
                     │
                     ▼
[ Private Channel Created: #ticket-0142 ]
(Accessible only to creator and assigned staff role)
                     │
                     ▼
[ Staff clicks "Claim Ticket" ]
(Assigns ticket exclusively to handling moderator)
                     │
                     ▼
[ Inquiry Resolved -> Click "Close Ticket" ]
                     │
     ┌───────────────┴───────────────┐
     ▼                               ▼
[ Generate HTML Transcript ]    [ Delete Channel ]
[ Upload to S3 / Local Storage]
[ DM Transcript to User ]
[ Post Archive Link in #transcripts ]

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Key Features

• Interactive Panels: Create customized embed panels with buttons or dropdown menus allowing members to select specific support categories (e.g., Billing, Technical Help, Report User).
• One-Click Staff Claims: Prevent overlapping staff responses by allowing moderators to claim tickets with a single button click.
• HTML Transcript Archiving: Every closed ticket generates a standalone, beautifully styled HTML document mirroring the original Discord chat, complete with embedded images, avatars, and timestamps.
• AI Ticket Assistant (Optional): Automates preliminary triage by scanning user questions and offering instant answers from your server’s documentation or FAQ before staff intervention.