Ticket System

Members open a ticket with /ticket new or by clicking a button on a support panel. Docket creates a private channel only they and staff can see, greets them, and the AI starts answering immediately from your knowledge base — staff get an alert and follow up when needed.

Every ticket gets a number and a full record. Staff see open tickets on the dashboard's Tickets page and can read transcripts of closed ones there.

A support panel (Dashboard > Panels) gives members up to three buttons, each opening a differently-handled ticket:

• General Support — the AI helps directly with anything it knows
• HR / Confidential — the AI acknowledges confidentiality and gathers details for staff without offering opinions
• Report a Player — the AI collects who, what rule, when, and evidence

Three ways, all equivalent — a transcript is always saved and posted for staff before the channel is deleted:

• The 🔒 Close Ticket button on the ticket's opening message (with a confirmation step)
• Just saying it — "close the ticket", "you can close this", "we're all set", "problem solved" and similar phrasing closes the ticket immediately
• The /ticket close command

Only the ticket opener and staff can close a ticket. When a staff member has taken over a ticket (the AI stands down automatically once staff speak), their close phrases work the same way.

When AI auto-response is enabled for a category, Docket checks every new ticket against your knowledge base before notifying staff. If it finds a confident answer, it replies immediately and marks the ticket as AI Resolved.

Examples of tickets the AI handles automatically:

• Rule clarification questions
• How-to questions about server features
• NLR, VDM, RDM definition questions
• Application status questions
• Links to application forms or Discord channels

If the AI is not confident, it flags the ticket for staff without responding — preventing wrong answers from going out.

Every closed ticket is automatically saved as a transcript. Transcripts can be viewed from Dashboard > Tickets > History and are searchable by user, date, and category.

In Discord, the transcript file posts to your Ticket Transcripts channel if one is set under Dashboard > Bot Settings > Alert Channels — otherwise it falls back to the ticket alerts channel, then the audit log channel.

Transcripts are useful for ban appeals, dispute resolution, and tracking repeat issues from the same member.

Priority is set automatically by the AI based on keywords and category, or manually by staff at any time.