🎫Ticket System

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 private (only visible to staff with the right permissions)

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

4. The player's message appears in the channel

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.