> For the complete documentation index, see [llms.txt](https://docs.ragnasync.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ragnasync.com/features/ticket-system/ticket-support.md).

# Support Command

In-game support tickets via @request command or PM @Support with Discord integration

Players can open support tickets from in-game using the `@request` command or by sending a PM to `@Support`. Tickets create private Discord channels where staff can respond in real-time.

***

## Feature Overview

* Players use `@request <message>` command or PM `@Support` to create support tickets
* Tickets are created as Discord channels named `ticket-<playername>`
* Messages are relayed between in-game and Discord bi-directionally
* Tickets can optionally auto-close when the player logs out

***

## Configuration

In `conf/channels.conf`:

```conf
// Ticket Support System (PM @Support or @request command)
ragnasync_ticket_support_system_enabled: true
ragnasync_ticket_support_system_close_on_logout: true
```

| Setting                                           | Default | Description                              |
| ------------------------------------------------- | ------- | ---------------------------------------- |
| `ragnasync_ticket_support_system_enabled`         | `false` | Enable/disable the ticket support system |
| `ragnasync_ticket_support_system_close_on_logout` | `false` | Auto-close ticket when player logs out   |

Both keys default to `false` when absent from `channels.conf` — add them explicitly to turn the feature on.

***

## How It Works

```
Player sends message → RagnaSync creates Discord channel → Staff replies → Player receives whisper
```

1. **Player uses `@request <message>` or PMs `@Support` with a message**
2. **XileRO server sends `[action: ticket]` to RagnaSync**
3. **RagnaSync creates a Discord channel named `ticket-<playername>`**
4. **Player receives whisper:** "Ticket Created on Discord. PM @Support to use. (Sent: your message)"
5. **Subsequent messages via PM @Support are relayed to the Discord ticket channel**
6. **When player logs out**, if `close_on_logout` is enabled, the ticket channel is closed

***

## Player Messages

Players will see different messages depending on the system state:

| Scenario                       | Message                                                                 |
| ------------------------------ | ----------------------------------------------------------------------- |
| Ticket created via @request    | `[RagnaSync Ticket]: <your message>`                                    |
| Ticket created via PM @Support | `Ticket Created on Discord. PM @Support to use. (Sent: <your message>)` |
| RagnaSync not connected        | `RagnaSync: Ticket Offline, Try again`                                  |
| Feature disabled               | `RagnaSync Ticket Support Disabled`                                     |

The `@request` command echoes your message back so you can confirm what was sent.

***

## In-Game Usage

Players can use either method to create or interact with tickets:

### Using @request Command

```
@request I need help with my account
```

You'll see your message echoed back:

```
[RagnaSync Ticket]: I need help with my account
```

### Using PM @Support

```
/w @Support I have a question about donations
```

You'll receive a whisper confirmation:

```
@Support: Ticket Created on Discord. PM @Support to use. (Sent: I have a question about donations)
```

Continue the conversation by PMing `@Support` again.

***

## Staff Response

When staff type in a ticket channel:

1. Their message is whispered directly to the player in-game
2. The player can reply by PMing `@Support` again
3. All subsequent messages appear in the same Discord ticket channel

***

## Tips

**Channel naming** - Ticket channels are named `ticket-{name}` in lowercase. Special characters in player names are handled automatically.

**Staff permissions** - Ensure support staff have permission to view and type in ticket channels in Discord.

**Response time** - Configure Discord notifications for ticket channels to ensure timely responses.

**Offline players** - If `close_on_logout` is disabled, staff can still leave messages in the ticket channel that the player will see when they return.

***

## Quick Reference

| Action                                   | What Happens                        |
| ---------------------------------------- | ----------------------------------- |
| Player uses @request or PMs @Support     | New `#ticket-name` channel created  |
| Player sends more messages via @Support  | Messages appear in existing channel |
| Staff types in ticket channel            | Player receives whisper in-game     |
| Player logs out (with close\_on\_logout) | Ticket channel deleted              |

***

Need help with other features? Check out [RagnaScript Overview](/ragnascript/scripts.md).