Concept

Support-Manager provides a bunch of useful features to make your life easier. This page will explain those features to you and get you familiar with the underlying concepts.

Customization

Support-Manager offers you many options to customize it's behaviour on your server that should be configured.

Prefix

You can easily change the bot's prefix on your server. That could be useful when you have another bot on your server using the same prefix as Support-Manager. You can also just mention the bot instead of using a prefix.

Language

The bot has a translation system which allows you to change Support-Manager's language on your server. This works only for languages that are supported by the bot. You can contribute adding a new language on GitHub .
However, the names of the commands stay the same.

Notifications & Permissions

One part of Support-Manager's concept is to notify responsible users about certain things. There are several ways a notification can behave.

Notification Channel

This is the text channel to which the bot will send all notifications.
The bot will send notifications for the following events:

  • ticket: created, claimed/assigned, closed, reopened
  • response created
  • user reported
  • user waiting for voice support

When the command that triggers this event was executed in this channel, no notification will be sent to prevent annoyance.

Support Role

This is the support role. Users who have this role are considered supporters which grants them certain permissions such as access to private and channel tickets.
This role will also be mentioned on all incoming notifications unless auto-assigning is enabled.

Log

This is the text channel where the bot logs some events such as created tickets, responses and banned/unbanned users.

Ticket system

This is the main feature of this bot.

Ticket properties

Property Description
title The title of a support ticket should specify it's content in a few words. It must comprise a minimum of 5 and a maximum of 100 characters.
description It's optional to provide a more specific description to explain the problem without a character limit.
scope This is explained right below.
ID Each support ticket has it's own ID consisting of a consecutive number.

Scopes

Tickets can have different scopes that define their accessibility for different users.

There are three scopes available for tickets:

  • local(default)
  • private
  • channel

You can change the default scope on your own server. It is used for all tickets where the user doesn't explicitly state a scope.

local

Anyone on the server can access the ticket.

private

Only supporters, the ticket author and the assigned user can access the ticket. Furthermore the bot will delete the user's command message so the content is kept private.

channel

The bot creates a separate text channel for the ticket which can only be accessed by the ticket author, supporters and the assigned user by default. The ticket can only be accessed in that channel.

Assigning

A ticket can be assigned to a user. This user will be responsible for that ticket from then on. Also this will from now on ping the assigned user only instead of all supporters.

auto-assigning

When this is enabled the bot will automatically assign new tickets to a random supporter. This is useful when you don't want all supporters to be pinged on every ticket. Especially for large support teams.

Responses

Responses are a possibility to provide possible solutions or ask further questions about a ticket.

Every response is related to a specific ticket and has it's own ID consisting of the ticket ID and a per ticket consecutive number.

For example the ID of the third response on ticket 42 would look like this:

#42-3

Voice Support

Support-Manager has a simple feature to manage voice support.

Voice Category & Support Rooms

This is a category which has to be configured before. In here, the bot will manage voice support channels. A channel will be created where users can join to wait for support. When a user joins the channel it is considered occupied, so a new available support room will be created. This allows you to dynamically adapt your support channels to the amount of users that require support at the same time.

Notifications

When a user joins a support room, the bot will notify the supporters. It will also tell the user to be patient and wait for support.

Further

There are more things the bot can do that don't require further explanation. Just checkout the commands.