Tickets
These settings control how tickets work, from the moment one opens until it closes.
Categories
| Category | Purpose |
|---|---|
| Pending Tickets | New tickets are created here and stay until a staff member claims them |
| Active Tickets | Tickets move here when they're claimed |
Roles
| Setting | What it does |
|---|---|
| Support roles | Can view, claim and close tickets |
| Admin roles | Can handle tickets in every area, including areas that have their own support roles |
| Ping on open | Pinged once when any ticket opens. Vex deletes the ping message straight after, so the notification arrives without leaving clutter |
| Ping the member too | Mentions the member who opened the ticket in the same ping |
| Blocked roles | Members with these roles can't open tickets |
| Skip limits | Members with these roles aren't affected by the ticket limit or cooldown |
Limits and naming
| Setting | What it does |
|---|---|
| Open tickets per member | How many tickets one member can have open at the same time, from 1 to 10 |
| Cooldown | Seconds a member must wait before opening another ticket. Set to 0 to turn it off |
| Channel name | The name pattern for ticket channels, built from {number}, {area} and {user}. For example, {number}-{area} |
| Number length | How many digits ticket numbers have. With 4 digits, ticket 42 is named 0042 |
Claiming
Claiming shows the member who is handling their ticket. Choose what happens when someone presses Claim on a ticket that's already claimed:
- Unclaim first: the current staff member has to unclaim it before someone else can claim it.
- Take over: the ticket is reassigned to the person who pressed Claim.
Closing
| Setting | What it does |
|---|---|
| Ask before closing | Vex asks the member to confirm their issue is solved before the ticket closes |
| Auto-close | Closes the ticket if the member doesn't answer the close request within the set time, from 1 to 168 hours |
| Close countdown | Seconds shown before the ticket channel is deleted. Set to 0 to close immediately |
| Staff reminder | How many hours an unanswered ticket waits before Vex posts a reminder in it |
| Close inactive tickets | Hours without any messages before Vex sends a close request. If nobody answers it, the ticket closes after the auto-close time. Set to 0 to turn it off |
After a ticket closes
| Setting | What it does |
|---|---|
| Transcript by DM | Sends the member a transcript of the ticket by direct message |
| Support rating | Lets the member rate their support from 1 to 5 with buttons sent alongside the transcript. Only the first rating counts. Requires Transcript by DM |
Support hours
Turn on Use support hours, choose your time zone and set the hours for each day. Outside those hours, members can still open tickets, but Vex shows your Out of hours message with the time your team is next available, for example "Monday at 09:00".
To use the same hours every day, set Monday and press Copy Monday to every open day.
While support hours are on, the staff reminder and the inactivity timer only count time inside your support hours.