🎟️Ticket 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:

// 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

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"

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

@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

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.