Tickets in your community chat
Let players open a private help chat with your staff from your community chat on the website. Claim, answer and close tickets, and keep their transcripts.
On this page
Tickets give players a private way to reach your staff from your community chat. Each ticket is a chat that only the player and your staff can see, on the website and in the FSG app. When it's closed, its transcript is saved. This is the website chat's version of the Discord bot's ticket system, and it works for communities without a Discord server too.
Before you start#
Set it up#
A Contact staff link shows under Help in your community chat.
One per line, up to 10, for example Server problem or Ban appeal. Players pick one when they open a ticket. Leave it empty for no topics.
How players open a ticket#
On your community page, players open the Chat tab and pick Contact staff. They choose a topic, write a subject and a message, and press Open ticket. That takes them to the ticket's chat. Their tickets are listed on the same page, where they can also close one they no longer need.
- A player can have up to 3 open tickets in your community.
- Players removed from your community chat can't open tickets.
- The ticket shows in the player's messages on the website and in the app, so they get a notice when staff answer.
Answering tickets#
Staff get a notice for each new ticket. On Tickets, the Open list shows every open ticket:
| Button | What it does |
|---|---|
| Open chat | Joins you to the ticket's chat and opens it. You see the whole conversation. |
| Claim | Joins you and posts in the ticket that you're looking after it. The list shows who claimed it. |
| Close | Asks for a reason (the player sees it), then closes the ticket. |
Once you've opened a ticket, it's in your messages too, and you get a notice when the player writes.
Closed tickets#
A closed ticket's chat stays readable for the player and staff who were in it, but nobody can write in it any more. Its transcript is saved: open Closed on the Tickets page and press Transcript. The player gets a notice with your reason when staff close their ticket.
Troubleshooting#
Players don't see Contact staff#
Check that Players can open tickets is on and saved. The link is in the Chat tab of your community page, so your community needs to be listed and its chat open.
A staff member can't open a ticket's chat#
Their staff role needs Moderate chat. People who manage the Discord server open tickets from this page first, which lets them into the ticket's chat (also in the app) for 30 days.