Support and tickets
Private ticket channels with panels and categories, message reports, claims, notes, ratings and transcripts. Off by default.
Tickets are off by default. Enable them with /ticketconfig enable, /config module-enable tickets or the dashboard. While off, every ticket command, button and form is refused; open tickets, transcripts and reports stay stored.
Tickets#
Panels with buttons let members open a ticket in a category, optionally answering questions in a form.
Each ticket is a private channel visible only to its creator, added participants, the category's staff roles and Aurora.
Staff can claim tickets, set priorities, add participants, write private notes and close tickets; members can rate the support.
Transcripts are saved as HTML when a ticket closes and removed by your ticket retention settings.
Reports#
Members can report a message with /report, and staff can turn a report into a ticket.
Who is staff#
Staff are members who hold a category's staff role or the TICKET_STAFF group (Administrators qualify). Every action re-checks the person's live roles, so a leftover button cannot be used by someone who lost access.
Commands
Generated from Aurora's command registry. The command reference has search and filters.
| Command | What it does | Who |
|---|---|---|
/report | Report a user, a message or a problem to the staff (private). | Everyone |
/reports case | Link a moderation case to a report. | Ticket Staff group |
/reports dismiss | Dismiss a report. | Ticket Staff group |
/reports list | List reports. | Ticket Staff group |
/reports resolve | Resolve a report. | Ticket Staff group |
/reports review | Mark a report as being reviewed. | Ticket Staff group |
/reports ticket | Open (or find) the staff ticket for a report. | Ticket Staff group |
/reports view | Show one report with its evidence. | Ticket Staff group |
/ticket add | Give a member access to this ticket. | Everyone |
/ticket archive | Archive this closed ticket (staff only keep access). | Everyone |
/ticket case | Link an existing moderation case to this ticket. | Everyone |
/ticket claim | Claim this ticket. | Everyone |
/ticket close | Close this ticket. | Everyone |
/ticket delete | Delete this closed ticket's channel (after the transcript is saved). | Ticket Staff group |
/ticket info | Show details about this ticket. | Everyone |
/ticket list | List tickets (staff). | Ticket Staff group |
/ticket move | Move this ticket to another category. | Everyone |
/ticket note-add | Add a private staff note to this ticket. | Everyone |
/ticket note-list | Show the staff notes of this ticket (only you see them). | Everyone |
/ticket open | Open a support ticket. | Everyone |
/ticket priority | Set this ticket's priority. | Everyone |
/ticket rate | Rate this closed ticket (if the rating prompt did not appear). | Everyone |
/ticket remove | Take a member's access to this ticket away. | Everyone |
/ticket rename | Rename this ticket's channel. | Everyone |
/ticket reopen | Reopen this closed ticket. | Everyone |
/ticket transcript | Get the transcript of this ticket as an HTML file. | Everyone |
/ticket transcript-resend | Staff: deliver the stored transcript to the transcript channel again. | Ticket Staff group |
/ticket transfer | Hand this ticket to another staff member. | Everyone |
/ticket unclaim | Release your claim on this ticket. | Everyone |
/ticket wait | Mark the ticket as waiting for the member (or back to work). | Everyone |
/ticketconfig category-add | Add a ticket category. | Administrator group |
/ticketconfig category-edit | Change a ticket category. | Administrator group |
/ticketconfig category-list | List the ticket categories. | Administrator group |
/ticketconfig category-questions | Set the questions asked before a ticket opens ('|' separates, '-' clears). | Administrator group |
/ticketconfig category-remove | Archive a ticket category (existing tickets keep working). | Administrator group |
/ticketconfig category-roles | Add or remove a staff, required or blocked role of a category. | Administrator group |
/ticketconfig disable | Turn the ticket system off (tickets are kept). | Administrator group |
/ticketconfig enable | Turn the ticket system on. | Administrator group |
/ticketconfig limits | Set ticket limits, the rating window and the urgent ping role. | Administrator group |
/ticketconfig panel-create | Create a ticket panel from up to five categories. | Administrator group |
/ticketconfig panel-delete | Delete a ticket panel and its message. | Administrator group |
/ticketconfig panel-list | List the ticket panels. | Administrator group |
/ticketconfig panel-publish | Post (or update) a ticket panel in a channel. | Administrator group |
/ticketconfig reports | Set the report channel and whether reports open a ticket. | Administrator group |
/ticketconfig status | Show the ticket configuration. | Administrator group |
/ticketconfig transcripts | Set the transcript channel, retention and who may download. | Administrator group |