Aetheria Documentation

Tickets System

Aetheria includes a fully automated customer support ticketing system. Deploy button-triggered ticket panels, assign staff roles, archive interactions with transcripts, and monitor performance from the dashboard.

Ticket Panel Setup

To start receiving support inquiries, you must deploy the ticket launcher panel in a public channel in your Discord:

  1. Navigate to the channel where you want the support panel to appear (e.g., #support or #help-desk)
  2. Run the slash command: /ticket-setup (requires Administrator permission)
  3. Aetheria will send a styled embed with an "Open Ticket" button. The setup command will then delete itself
  4. Users can click the button at any time to open a private support channel

Dashboard Configuration

Customize how tickets behave on your server by visiting Tickets System in the guild dashboard:

  • Support Staff Role: Select a role that represents your moderators or support staff. Members with this role will be granted view/write access to newly created tickets.
  • Parent Category: Specify a category under which new ticket channels should be grouped. If left empty, they will be created at the top of the channel list.
  • Ticket Prefix: Choose a name template for ticket channels (e.g., ticket- followed by the user's name).

Opening & Closing Tickets

When a user clicks the "Open Ticket" button, the following happens:

  • A new text channel is created with private permissions
  • Only the ticket creator and the configured support staff can view and chat in the channel
  • The bot sends an initial welcome message in the ticket channel with a "Close Ticket" button
  • Staff can converse with the user to resolve their query
  • Clicking the "Close Ticket" button will lock the channel, generate a transcript, and delete the channel after a short delay

Transcripts & Analytics

Aetheria automatically saves transcripts of all ticket channels to the database upon closure.

  • Metrics Display: View live charts representing total tickets opened, active inquiries, and average resolution times.
  • Transcript Archiving: Download full, styled HTML transcripts of completed ticket conversations directly from the dashboard.
  • Audit Logging: Ticket creation, closure, and deletion events are automatically posted to your moderation log channels.

Stale Ticket Cleanup

To keep your channel list clean, Aetheria runs a scheduled background task every 12 hours that monitors ticket inactivity:

If a ticket channel experiences no activity for more than 48 hours, the bot will automatically post a friendly warning reminder in the channel. If it remains inactive, staff can close it to archive the session.