Support tickets with transcripts

Each ticket is a private channel between whoever opens it and the staff. When it’s deleted, Catita saves an HTML transcript that looks just like the Discord chat. Configure it in /settings > Tickets.

Getting started

1. /settings > Tickets > Quick setup: creates the categories, the log channel, a “Support” type with one question and the panel.
2. In General, pick the staff roles.
3. Adjust the rest whenever you like: more types, questions, texts, limits or more panels.

Catita needs Manage Channels and Manage Roles.

What you configure

Screen	What’s there
General	Staff, log and transcript channels, closed category, limits, claiming, priorities, required close reason and transcript by DM
Types	Welcome, icon and color, image, up to 5 questions, category, roles, limits, cooldown, slow mode, auto-close and auto-delete
Panels	Which types show, buttons or a menu, title, text, image, color and up to 3 links
Blacklist	Who can’t open tickets

Channel names come from a template with {type}, {number}, {user}, {userid} and {random}, for example support-0007. No text is fixed, and the type and panel screens have a preview.

Inside a ticket

Buttons to close and claim, and a staff menu to add or remove people, rename, change the topic, type or priority, pin and transfer the ticket to someone else. Everything also exists as a command (/ticket close, /ticket claim…).

Transcripts

When a ticket is deleted, the transcript keeps the chat as it looks in Discord: Markdown, code, embeds, Components V2, buttons, images, videos, stickers, reactions and replies, with a ticket summary on top. It goes to the transcript channel and by DM to whoever opened it, with a link to view it in the browser. Images are refreshed when opened; if Discord no longer has them, it says “Expired”. Transcripts are deleted after 180 days.

Commands: tickets reference.