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Tickets in management view

This page explains how staff use the ticket queue in the admin area.

Navigation path:

  • Server Admin -> Tickets

For the shared lifecycle and Discord behavior behind the queue, see Tickets concept.

Access requirements​

  • tickets.admin_view for read-only access to the queue and ticket detail
  • tickets.reply to create staff tickets and send public replies
  • tickets.internal_message to add internal notes
  • tickets.assign to assign tickets, manage participants, and edit the subject
  • tickets.change_status to change the ticket status manually
  • tickets.add_participant to add participants directly from the Discord ticket channel using the user-select

Compatibility note: Existing support groups that already have tickets.reply, tickets.internal_message, tickets.assign, or tickets.change_status can still open the queue even without tickets.admin_view. For new role setups, grant tickets.admin_view explicitly if the role needs read-only access.

Attention badges​

Every ticket row in the queue displays a badge indicating who should respond next:

  • Needs Attention (red) — the last public message is from a player; support has not yet replied
  • Waiting for Response (grey) — the last public message is from support; the player has not yet replied

Use the Needs Attention badge to quickly spot tickets that are waiting for a staff response.

The same attention state is also reflected in the linked Discord ticket channel name as an icon prefix (🔴 or 🟢). See Attention state and Discord channel naming.

Queue overview​

The queue supports these filters:

  • status tabs
  • unassigned tickets
  • tickets assigned to the current staff member
  • participant search
  • assignee search

Use these filters to split first-response work, assigned follow-up work, and player-specific investigations.

Participant and assignee search each use the player lookup. Start typing at least two characters to narrow the queue to a specific player.

Creating a staff ticket​

If tickets.reply is granted, staff can create a ticket directly from the queue.

This is useful for:

  • internal support follow-up
  • staff-initiated outreach
  • moving Discord-side support into a tracked ticket flow

Staff-created tickets start without a player participant until one is added.

Ticket detail workflow​

The detail page combines the conversation with ticket operations:

  • public replies for player-visible communication
  • internal notes for staff-only context
  • assignment and unassignment
  • participant management
  • subject editing
  • status changes

Important behavior:

  • the first public support reply auto-assigns an unassigned ticket to that staff member
  • adding a faction includes all current faction members as participants
  • internal notes stay private in dzbot and do not expose their content to players