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dzbot Support

Your direct line to the dzbot team. Open a ticket about one of your servers or about your organization in general — billing, your account, a question about a feature — and answer us right where you run your server. Write in your own language: we translate your messages for us and our answers for you.

This is not the ticket system for your players. Those tickets are between your staff and your players; dzbot Support is between your organization and us.

Navigation path: Organization → dzbot Support — the same tickets on every server of your organization.

Access requirements​

  • org.platform_tickets.view — View support tickets with dzbot: see the tickets, get the banner and our messages by Discord DM
  • org.platform_tickets.write — Open and answer support tickets with dzbot: open, answer, close and reopen

Organization admins have both through full organization access. Grant them to a co-admin in Organization → Groups when they should talk to us too.

Opening a ticket​

  1. Go to Organization → dzbot Support and choose New ticket.
  2. Pick what it is about: one of your servers (the one you are on is preselected) or General.
  3. Enter a subject and describe the problem. Screenshots, short videos, PDFs and text files such as configs, XML files and logs can be attached (up to five files, 8 MB each) — in the web app or in your ticket channel on Discord.

You can also open a ticket in the dzbot Discord, with the Open a ticket button in the support channel or /support. If you belong to an organization, you choose the server or organization there as well.

The AI Companion can open a ticket for you too. When it reaches the limit of what it can solve — a suspected bug, a question it finds no answer to, a feature dzbot lacks — it offers to, and writes down what it found. Its messages end with a link to the Companion session, so we can follow what it already checked.

Answering​

The left column lists your open tickets (switch to Closed for older ones); the conversation opens on the right. Our messages are signed dzbot Support.

  • Your own language — write as you like. Our answers reach you translated; Show original under a message shows what we wrote.
  • Prepared with AI, decided by people — an AI assistant on our side looks into your case first (your server's settings, logs and how dzbot behaves) and drafts our answer. Short replies — a thank-you, or a request for details or files we need — can reach you straight from it, a few minutes later. Every answer about your case and every change to your server is checked by a person from the dzbot team before it happens.
  • When we wait for you — a banner on every admin page of your organization and a counter next to dzbot Support tell you that a ticket waits for your answer. When we open a ticket with you, everybody with the view right also gets a Discord DM.
  • In Discord — if you are a member of the dzbot Discord, you also get your own channel for each ticket and can answer there. Both ways show the same conversation.

Closing and reopening​

Close a ticket when your question is answered. A closed ticket stays readable; Reopen — or simply answering — opens it again.

Priority​

Organizations with a paid or trial subscription get premium support and are answered first.