🎟️Ticket Support

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:

// 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

true

Enable/disable the ticket support system

ragnasync_ticket_support_system_close_on_logout

true

Auto-close ticket when player logs out

How It Works

  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"

  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

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

You'll see your message echoed back:

Using PM @Support

You'll receive a whisper confirmation:

Continue the conversation by PMing @Support again.

Database

The ticket support system stores configuration in the database:

Table
Column
Description

discord_guild_channels

ticket_close_on_logout

Boolean - whether to close ticket on player logout

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.

PreviousTicket System

Last updated