Support System

Yunite provides an advanced system to handle tickets, feedbacks, reports, surveys, etc.

Getting started

To set up the system, go to the Dashboard and visit the menu entry Support System.

Roles

First, tell Yunites which roles correspond to which positions on your Discord server. Yunite works with a two-level role system: Admins and staff.

Admins

Admins are supervising the activity of other admins and staff. They have access to the administrative console, offering statistical evaluations about moderator activity and allows to view tickets by their ID or tickets of other staff members.

Staff roles

Regular staff is allowed to work on tickets. They can view, edit, reassign respond to and close tickets that are assigned to them, and assign themself new tickets.

Reaction Messages

Very similar to the Registration Module, user and staff members initiate their interaction with the system using a fixed message with the commonly known raised hand emoji reaction.

Public Reaction Message

The Public Reaction Message should be posted into a publicly available channel so your community get in touch with your staff via the support system. It'll only have a single reaction, the raised hand, users can click to start. See section "User View" for more information.

Staff Embed Message

The Staff Embed Message should be posted into a private channel, only accessible for staff members. It contains an overview about how many tickets are open and unassigned, how many of them are there per category, and how many tickets are assigned to staff members so everyone has a quick overview whether there is currently something to do for them. It'll have three reactions: A plus button to take care of a new ticket, an envelope icon to show open tickets that are assigned to the user clicking the message, and an A-sign to open the admin console for admins. See section "Staff view" for more information.

Categories

All tickets within the support system always have a category. The category defines where messages go to, who can create or respond to tickets of that category, what questions the user get's asked, and so on.

To add a new category, click the small plus button on the right.

You always need at least one category as there can't be tickets without category.

General Category Settings

First, enter some general information about the category: Name and Description. Both will be displayed to the user when he is asked to choose the category that matches his inquiry.

Next, please choose the type of the category. Currently, there are two types:

  • Answerable Ticket: A regular ticket that can have a conversation to solve the problem. It will be handled via DMs for both users and staff. This is useful for regular mod mail or questions.

  • Unanswerable Message Collection: This will collect all messages sent by users in a channel you need to specify in the next field that appears as soon as you choose this type. The messages can not be answered. This is useful to collect feedback, surveys or anything else that doesn't require an answer by your staff team to be resolved.

You can configure Yunite to mention a role if a new ticket comes in. Just select the role to ping. It doesn't need to be mentionable; Yunite will make it mentionable if it's not mentionable by default, post the ping, and revert the change.

Staff actions

You can define preset actions staff can apply to the user sending the ticket.

Such an action can be of the following types:

  • (Temp) Ban

  • Kick

  • Unlink

  • Grant role

  • Remove role

Each of them has unique options that appear if you choose one of them. They are labeled and it's pretty clear what should go into them.

Protected roles are available for every type. Actions can not be applied to users having one of these roles, even if Yunite could do it permission-wise.

Answer presets

For frequently asked questions or as quick answers to invalid tickets, you can use answer presets. Staff members can select one of there by clicking a reaction, which prevents them from the need to copy&paste default answers. Users will not see that the answer is predefined, it will appear as regular typed message.

An answer preset has the following settings:

Field

Description

Text Field

The text of the answer.

Close ticket immediately

If selected, Yunite will close the ticket right afterwards sending the message. The user will not be able to answer again.

Role limits

You can limit for each category which users can send messages using this category and which staff members are eligible to work on tickets of this type. Use the next four fields to configure that, or leave all of them empty if you're fine with all users using all categories and all staff members working on all kind of tickets.

Field

Description

Limit category to user roles

If set, only users having at least one of these roles can open a ticket with this category.

Block user roles from using this category

If set, only users that DO NOT HAVE any of the roles can open a ticket with this category.

Limit category to staff roles

If set, only staff members having at least one of these roles can reply to a ticket with this category.

Block staff with these roles

If set, only staff members that DO NOT HAVE any of the roles roles can reply to a ticket with this category.

Special questions

You can configure Yunite to ask users send in a ticket with this category to answer a few questions, defined by you. You can add up to ten questions. The replies to these questions will be listed when a staff member works on that ticket, or if it gets collected into a channel if the category type is Unanswerable Message Collection.

Each question has the following settings:

Field

Description

Question shown to user

Enter the question that the user gets asked. It should be a question, ending with a question mark, e.g "What is your favorite color?"

Field name shown to staff

When a staff member works on a ticket, you probably want to just display the answer as a property of the user. Taken the example of above where the question is "What is your favorite color?", you should enter "Favorite Color" here, so your staff member gets displayed Favorite Color: Blue instead of What is your favorite color?:Blue

Question answer type

You can limit what users can enter as answer by selecting an appropriate answer type.

The following types are available:

  • Open text answer: User can enter whatever text they want and also attach files to their message.

  • Number: User can only enter a numeric value.

  • Discord User: Users can only enter a Discord user. Useful for reporting someone.

  • Epic User: User can only enter an Epic Name. If there is a linked Discord User, he will also be displayed to staff once someone works on the ticket. Useful for reporting someone.

  • Internet Address (URL): User can only enter a valid URL. Usefol for report proofs etc.

Field type in embeds

Configure whether answers of this question should be displayed inline or in a new line in Discord embeds.

If you choose Epic User or Discord User as type, you can add Staff Actions that can be applied to this user. They are working the exact same way as the Staff Actions described a few sections above, with the difference that the action gets applied to the user mentioned in the answer of the special question instead of the user that sent the ticket.

User View

User have a simple interface to open new tickets. All they have to do is to click the hand emoji on the reaction message:

Afert that, they will get a DM instructing them. We suggest that you try it yourself, but basically the steps for users are

  1. If the user already has open tickets, decide whether he wants to open a new ticket or edit an exisiting one.

  2. For new tickets:

    1. If there are more than one category the user is eligible for, select the category.

    2. If the selected category has questions, answer the questions each after another. Yunite will ask the questions one after another and not all questions at the same time.

    3. If the category is does not have questions or has been configured to allow a open text message as addition to configured questions (see the switch "Enable open text message"), let the user enter a message. Note that users can also add file attachments, like images.

  3. For existing tickets:

    1. Select the ticket by clicking the corresponding number reaction.

    2. Write a message or mark as resolved.

If a staff members replies to or closed the ticket, the user gets notified. If answered, the user can again type an answer or mark the ticket as resolved.

Staff View

The interface for staff members is more complex, but not complicated. This is how the overview embed looks like:

A few hints on that:

  • Open tickets are tickets that are not closed.

  • Unassigned tickets are tickets that are open, and not yet assigned to a staff members (your chance to take care of it!)

  • Waiting for staff response means that the last reply was from the user, and the ticket needs attention from the staff member it is assigned to. This is a good indicator to see whether there is work waiting for you.

The rest, and also the menus itself, should be pretty intuitive as everything is accompanied with explanations and instructions. If you have difficulties, please ask on the support server. FAQ will be added here.