Tickets plugin

Support ticket panels, categories, staff claiming, escalation, and transcripts. Panels, categories, and their behavior are configured entirely from the dashboard; Discord commands handle day-to-day ticket management.

#How it works

1. From the dashboard, build one or more panels — a message (plain text and/or an embed) posted to a channel, showing one or more categories as buttons (max 5) or a select menu (max 25).
2. A member opens a ticket by clicking a category. If the category has form questions configured, they answer those first in a modal; the answers are included in the ticket.
3. Dreamliner creates a private channel or thread (per the category's mode) named from naming_pattern, posts the welcome message, and optionally pings ping_role_ids (then deletes that ping message).
4. Staff (from the category's support_role_ids, or the plugin-wide staff_role_ids when empty) claim, assign, reply, and manage the ticket. An escalation ladder can ping a role, alert another channel, bump priority, or auto-close a ticket after a set number of minutes without a staff reply.
5. Closing a ticket generates a transcript, which is posted to transcript_channel_id (falling back to default_transcript_channel_id) and/or DMed to the opener, and can request feedback (a rating) if enabled.

#Configuration

plugins:
  tickets:
    enabled: true
    config:
      staff_role_ids: []
      log_channel_id: ""
      default_transcript_channel_id: ""
      dm_transcript_on_close: true
      feedback_enabled: false
      max_open_tickets_per_user: 1
      blacklist_notify: true
      panels: []

#Plugin-wide settings

#Panel fields

#Category fields

#Escalation steps

Escalation re-arms whenever staff reply again.

#Commands

Also available: can_reopen (reopen closed tickets), can_view_all (view any ticket, not just ones you're part of), and can_delete (permanently delete tickets) — used by the dashboard's ticket view rather than a dedicated slash command.

Grant these to a Dreamliner Role on the dashboard's Roles page (or /permissions role grant) — see permissions.md.

#AI Responder

An optional first line of support (ai_responder in the Tickets config, edited on Support → Tickets → AI Responder). When it's on, new tickets in the chosen categories (or every category) are answered by the AI first; staff are only pinged when it hands the ticket over.

• What it knows: read live for every reply and never stored: server info (name, description, rules channel, public channels, roles, ticket categories), the member (join date, account age, roles), their recent tickets and, if turned on, their recent moderation cases (never who issued them). On top of that it uses the server's knowledge base: FAQs and notes written on the dashboard, facts kept by Autotrain, and approved lessons learned from staff. The 500 most relevant entries are searched per question.
• Hand-off: it hands the ticket to staff when the member asks (or presses Talk to staff), on sensitive topics (bans and appeals, payments and refunds, account access, harassment and safety reports, reports against members), on the server's own topics, when it isn't sure, after the per-ticket reply limit, or when the daily limit runs out. The hand-off posts a short summary for staff and pings the category's ping roles (or its support roles). Once staff reply in the ticket the AI stops on its own; /ticket ai resume hands it back.
• Learning from staff: when a ticket staff answered is closed, the AI extracts up to three reusable lessons from the transcript. They wait in Needs review until approved (or are used straight away if Use lessons without review is on).
• Autotrain: reads recent messages (up to 300 per channel) in up to 10 chosen channels on a schedule (every 6 hours or more) and keeps short facts, updating or removing the ones it kept before. The messages themselves are not stored.
• Limits: 20 AI replies a day per server, or 1,000 with Dreamliner One. Each reply counts once; the greeting and hand-offs don't. Learning and Autotrain have their own smaller daily budget (15, or 300 with One). Limits reset at midnight UTC.
• Model: gpt-4.1-mini by default; set OPENAI_TICKET_MODEL to change it. Replies are checked before posting: pings are removed, links are only kept for Discord, Dreamliner, and sites found in the server's own knowledge, and replies are cut to the configured length.

#Dashboard

Support → Tickets is where panels and categories are built and edited, where the View Tickets page shows every open/closed ticket with claim, assign, status, and delete actions, and where the AI Responder page sets up the AI, its knowledge base, Autotrain, and a test chat.

#Requirements

• The bot needs Manage Channels (create ticket channels) and, for thread-mode categories, permission to create private threads.
• category_channel_id must be set on every category so ticket channels have somewhere to be created.

#Setup

1. Open the dashboard's Support → Tickets page and create a panel: pick a channel, a style (buttons or select), and an embed/message.
2. Add at least one category: set its ticket-channel category, naming pattern, welcome message, support roles, and optionally form questions and an escalation ladder.
3. Save — Dreamliner posts (or reposts) the panel message.
4. Grant the staff-facing permissions above to your support roles.