Ticketing

Purpose

Ticketing provides ticketing realms with role-gated support workflows, optional DM notifications, and Form Builder intake.

Prerequisites

• Access to ticketing panel.
• Target category for ticket channels.
• Support staff roles (allowed_role_ids).

Dashboard Settings

Core fields:

• portal_name
• portal_prefix (sanitized to alphanumeric/underscore/hyphen and trailing -)
• target_realm_category_id
• allowed_role_ids

Behavior toggles:

• close on member leave
• enforce claiming before responses
• allow unclaiming

Integrations:

• DM created/closed message slots (Message Builder-backed)
• Form Builder binding by form_builder_id

Panel requirements:

• Ticketing panel messages require at least one Ticket Selector block before Send/Sync.

Command Surface

• /claim claim current ticket request channel
• /close close current ticket request channel
• /delete archive current ticket request channel

Role Web Access And Entitlements

• /claim, /close: Send Messages
• /delete: Manage Messages
• Runtime checks enforce active ticket context and support-role access.

Operational Example

1. Create ticket category config with prefix and support roles.
2. Attach Form Builder intake form.
3. Open test ticket, then run /claim and /close inside ticket channel.

Edge Cases

• Save ticket category first before DM slots and form binding are available.
• Invalid prefix characters are stripped automatically.
• Ticket DM templates are feature-owned configs, not Message Builder library items.

Troubleshooting

• Command rejected in channel: confirm channel is an active ticket request.
• Staff cannot claim/close: verify support role membership and ticket category access configuration.
• Send/Sync unavailable: confirm Ticket Selector exists in panel content.

Related

• Ticket Requests
• Form Builder
• Message Builder