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Tickets in player view

This page explains how players use the ticket system in the shop frontend.

Navigation path:

  • Shop -> Tickets

For shared lifecycle and Discord behavior, see Tickets concept.

Access requirements​

  • player.tickets.view to open the ticket area and see participating tickets
  • player.tickets.create to create new tickets
  • player.tickets.send_message to reply and edit the subject while a ticket is active
  • player.tickets.close to close an active ticket
  • player.tickets.archive to archive a resolved ticket when auto-archive is disabled

Opening a ticket from Discord​

If the server has published request-type panels in Discord, each panel carries one button per available language. Pressing it opens the same form as the shop, as a Discord dialog. A confirmation arrives privately; if a required field was left empty the reply says which one, because a Discord dialog cannot be reopened.

Support levels are invisible here​

Staff can split ticket handling into support levels and escalate a ticket between them. Players never see any of that: there is no level badge, no filter and no notification, and a participant always reaches their own ticket no matter which level staff moved it to.

Ticket overview​

The page separates tickets into two sections:

  • Active tickets for Open and In progress
  • Closed tickets for Closed and Archived

Open a ticket row to view the conversation, participants, actions, and any Discord shortcut.

Active ticket rows may show a Waiting for Response badge (blue) when support has replied and is waiting for the player to respond.

Creating a ticket​

Creating a ticket has two steps:

  1. Open Shop -> Tickets, select New Ticket, and pick what the request is about. Each option carries a short description of what belongs in it.
  2. Fill in that option's form and submit.

The choice is skipped when the server offers only one request type, which is the default — then the form appears straight away, exactly as before.

The form is defined by the server and can ask for short answers, long answers, a choice, a confirmation checkbox and file uploads. Required fields are marked with an asterisk and are checked before the request is sent, so nothing is lost to a round trip. Going back to the type selection asks first if you have already entered something.

The subject and the first message are generated from your answers — the server decides how. That is why there is no separate subject box any more.

Nothing to pick? If the server has switched off every request type, the page says so rather than showing an empty form.

After creation, the ticket appears in the active list. If Discord ticket channels are configured, dzbot also creates the linked Discord channel in the background.

Conversation view​

Inside a ticket, players can usually:

  • read the full public message history
  • reply while the ticket is active
  • edit the subject while the ticket is active and reply rights are enabled
  • open the linked Discord channel if one exists

The participant chips show everyone who currently has access to that ticket in the shop.

Closing, archiving, and reopening​

Resolved-ticket actions depend on server configuration and assigned rights:

  • Close ends the active conversation
  • Archive finishes the ticket and removes the Discord channel
  • Reopen opens the ticket again after it was closed or archived

If Tickets Auto Archive is enabled in server settings, closing skips the long-lived closed state and archives the ticket immediately.