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The Capinetta RP ticket system is a fully self-contained support module located in utils/tickets/. It supports dynamic support categories with custom names, emojis, descriptions, and role assignments. When a panel is posted to a channel, users interact with a button grid to open a private ticket channel. Staff members can claim, transfer, and close tickets through button interactions — and when a ticket closes, the system automatically generates a complete HTML transcript, delivers it to the user by DM, archives it in the configured logs channel, and records the action in the database. Inactivity reminders ping staff when tickets go unanswered, and the /ticket metrics command exposes KPI data on resolution times, volume, and staff productivity.

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Setup Flow

1

Create a ticket category

Run /ticket add to define a new support category. You must provide a name, emoji, description, the primary staff role, and the Discord category channel where ticket text channels will be created.
/ticket add nombre:support-general emoji:🎫 rol:@StaffRole categoria_discord:#Support descripcion:"General support questions"
Up to two additional roles can be passed as rol_extra_1 and rol_extra_2 during creation, or added later with /ticket addrole.
2

Add extra staff roles (optional)

Grant additional roles access to tickets in a specific category:
/ticket addrole categoria:support-general rol:@SeniorStaff
This appends the role to the stored role ID list for that category without replacing existing roles.
3

Set the logs channel

Configure where closed ticket transcripts and action logs will be posted:
/ticket setlogs canal:#ticket-logs
This stores ticketLogsChannel in guild_settings. Without this, transcripts are generated and saved locally but not archived to a Discord channel.
4

Post the support panel

Send the interactive button panel to a public support channel:
/ticket panel canal:#support-channel
The bot will ask for confirmation before posting. Once confirmed, it sends an embed with a button for each configured category (up to 3 buttons per row). The panel message ID and channel ID are stored in guild_settings so the panel auto-updates whenever categories are added, edited, or removed.
Configure the logs channel with /ticket setlogs before the first ticket is closed. If it is not set, transcripts are still saved to disk in data/transcripts/ but will not be posted to any Discord channel.

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Ticket Lifecycle

When a user clicks a category button on the panel, the create_ticket_ interaction is routed through controllers/router.js → actions.createTicketProcess. The system enforces one open ticket per user — attempting to create a second ticket while one is already open returns an ephemeral error pointing to the existing channel. Full lifecycle flow:
  1. Creation — A private text channel named ticket-XXXX (zero-padded ID) is created under the category channel. Permission overwrites grant view/send access to the user and all configured staff roles. The general @everyone role is explicitly denied.
  2. Welcome embed — The bot posts a welcome embed in the new channel with the category emoji, name, and the user’s mention. Three control buttons are attached: Claim, Transfer, and Close.
  3. Claim (claim_ticket button) — Any authorized staff member can claim the ticket, assigning it to themselves. The embed updates to show who claimed it, and inactivity timers are cleared. Only the claiming staff member (or roles with TICKET.CLOSE permission) can close a claimed ticket.
  4. Transfer (transfer_ticket button) — Opens a UserSelectMenu so the current claimant can reassign the ticket to another staff member. The reassignment is recorded via DB.assignTicket and logged to the ticket logs channel.
  5. Close (close_ticket button) — Triggers a confirmation prompt. On confirmation (confirm_close):
    • The inactivity timer is cleared.
    • An HTML transcript is generated using discord-html-transcripts with limit: -1 (full history) and saveImages: true.
    • The HTML file is saved locally to data/transcripts/ticket-{id}-{timestamp}.html.
    • The transcript is sent as an attachment to the user’s DMs.
    • A close log embed with the transcript attachment is posted to the configured ticketLogsChannel.
    • The ticket record is updated in the database with the local transcript filename.
    • The channel is deleted after a 5-second delay.
Transcripts are stored on the server’s local filesystem under data/transcripts/ and served through the web dashboard. Only authenticated staff members with dashboard access can view them via the Tickets section.

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Inactivity Reminders

After a ticket is created or activity is last recorded, the system schedules two automatic inactivity pings targeting all configured staff roles:
ReminderDefault DelayEnvironment Variable
First reminder30 minutesTICKET_INACTIVITY_WARNING
Second reminder60 minutesTICKET_INACTIVITY_RETRY
// config.js
tickets: {
  inactivityWarningMs: 30 * 60 * 1000,  // 30 minutes
  inactivityRetryMs:   60 * 60 * 1000,  // 60 minutes
}
Each time a message is sent inside a ticket- prefixed channel, touchTicketActivity updates the lastActivity timestamp in the database and resets the inactivity timer. If the ticket is claimed or closed before a reminder fires, the timer is cleared automatically.

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Ticket Management Commands

All ticket management commands require the Administrator permission.
CommandDescription
/ticket addCreate a new support category with name, emoji, description, roles, and parent Discord category
/ticket addroleAppend an additional staff role to an existing category
/ticket editModify any attribute of an existing category (name, emoji, description, roles, parent category)
/ticket removeDelete a category. Triggers an automatic panel refresh
/ticket listDisplay all configured categories with their emojis
/ticket panelPost the interactive button panel to a specified channel
/ticket setlogsSet the channel where transcripts and close logs are archived
/ticket metricsDisplay KPI embed with resolution time, volume by category, and staff ranking
Every command that modifies categories (add, edit, remove) automatically refreshes the live panel message if one has been posted, keeping it in sync without manual intervention.

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Ticket Metrics

The /ticket metrics command queries the database and returns a rich embed with three key KPI sections:

⏱️ Avg Resolution Time

Average time from ticket creation to closure, displayed in hours and minutes. Calculated from the ticket_actions records for the guild.

📂 Volume by Category

Total ticket count broken down by support category name, showing which areas generate the most requests.

🏆 Staff Ranking

Top staff members ranked by resolved ticket count, displayed with gold/silver/bronze medals for the top three.
/ticket metrics
The embed is sent as an ephemeral reply visible only to the administrator who ran the command.

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