🎫Ticket System NPC

In-game support tickets with Discord integration

Let players open support tickets from in-game that create private Discord channels for your staff to respond.

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How It Works

Player opens ticket → Private Discord channel created → Staff replies → Player receives whisper

1. Player sends a ticket message using the ticket action

2. RagnaSync creates a private channel named ticket-{playername} in your Discord

3. Staff type in the channel and their messages whisper directly to the player

4. Ticket closes when the player logs out or staff uses /close_ticket

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Setting Up Ticket Support

Create the Support NPC

Place this NPC where players can easily find it:

prontera,156,180,4	script	Support	100,{
    mes "[Support]";
    mes "Need help? Open a ticket and staff will respond.";
    mes " ";
    mes "Your messages go directly to our Discord support team.";
    next;

    if (select("Open/Send Ticket:Cancel") == 2) close;

    mes "[Support]";
    mes "Type your message:";
    next;

    input .@message$;

    if (.@message$ == "") {
        mes "[Support]";
        mes "You didn't enter a message.";
        close;
    }

    // Send ticket message
    ragnascript("[action: ticket][account_id: " + getcharid(3) + "][char_id: " + getcharid(0) + "][name: " + strcharinfo(0) + "][message: " + .@message$ + "]");

    mes "[Support]";
    mes "Your message has been sent!";
    mes " ";
    mes "Staff will reply via whisper. Keep an eye on your chat.";
    close;
}

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What Happens in Discord

When a player sends their first ticket message:

1. A new channel #ticket-playername appears in your Discord server

2. The channel is created inside a category (default: Tickets)

3. The channel is private (only visible to staff with the right permissions)

4. Staff see a welcome message with the player's name

5. The player's message appears in the channel

You can change the category name from the Dashboard Settings page. If the category doesn't exist yet, RagnaSync creates it automatically.

Example:

╔══════════════════════════════════╗
║     Support Ticket Opened        ║
╠══════════════════════════════════╣
║  Player: Zeny_Master             ║
║                                  ║
║  Type here to reply to the       ║
║  player in-game.                 ║
╚══════════════════════════════════╝

Zeny_Master: Hi, I lost my items after the server crash yesterday. Can you help?

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Replying to Players

Simply type in the ticket channel. Your message will be whispered to the player in-game:

Discord	In-Game
Have you checked your storage?	Player sees: @StaffName: Have you checked your storage?

The player can reply by talking to the Support NPC again - their messages appear in the same Discord channel.

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Closing Tickets

Tickets close automatically when:

• Player logs out - Channel is deleted after a brief moment

• Staff uses /close_ticket - Type this command in the ticket channel

When a ticket closes:

1. A "Ticket Closed" message appears in the channel

2. The Discord channel is deleted after 2 seconds

3. Database records are cleaned up

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Multiple Messages

Players can send multiple messages to the same ticket. Each message from the NPC goes to the existing ticket channel:

// First message creates the ticket
ragnascript("[action: ticket][account_id: ...][char_id: ...][name: PlayerName][message: First message]");

// Second message goes to the same channel
ragnascript("[action: ticket][account_id: ...][char_id: ...][name: PlayerName][message: Follow-up message]");

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RagnaScript Format

[action: ticket][account_id: X][char_id: X][name: X][message: X]

Field	Required	Description
action	Yes	Must be ticket
account_id	Yes	Player's account ID
char_id	Yes	Player's character ID
name	Yes	Character name (used for channel naming)
message	Yes	The support message (max 500 characters)

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Channel Topic Format

When a ticket channel is created, the topic contains helpful information:

Type here to reply to PlayerName in-game [2000000|150000|PlayerName]

The bracketed data contains character information used for message routing:

Position	Field	Description
1st	account_id	Player's account ID
2nd	char_id	Character ID
3rd	char_name	Character name

This data is used internally by RagnaSync to route your replies to the correct player. You don't need to modify it - just type your message in the channel!

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Tips

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

Staff permissions - Make sure your support staff have permission to see the ticket channels in Discord.

Rate limiting - Consider adding a cooldown to prevent ticket spam:

if (gettimetick(2) - @last_ticket < 30) {
    mes "Please wait before sending another message.";
    close;
}
@last_ticket = gettimetick(2);

Offline players - If a player logs out and staff replies, the message won't be delivered. The ticket channel will already be closed by then.

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Quick Reference

Action	What Happens
Player sends first ticket	New #ticket-name channel created
Player sends more messages	Messages appear in existing channel
Staff types in channel	Player receives whisper in-game
Player logs out	Ticket channel deleted
Staff uses /close_ticket	Ticket channel deleted

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Need help with other features? Check out RagnaScript Overview.