Ticket System

Members open a ticket using the /ticket command or by clicking a button in a configured channel. Docket creates a private thread, assigns the ticket to the right staff based on category, and immediately checks whether the AI can answer the question without involving staff at all.

Every ticket gets a number, timestamp, and priority level. Staff see all open tickets in the dashboard and can respond, claim, or close them from there or directly in Discord.

Categories route tickets to the right team. To create a category:

1. Go to Dashboard > Tickets > Categories
2. Click New Category
3. Name it (e.g. "Technical Support", "Ban Appeal", "Staff Report")
4. Choose which staff roles can see and claim this category
5. Set a response time SLA if desired
6. Optionally enable AI auto-response for this category

Common categories for RP servers: General Support, Ban Appeal, Whitelist Issue, Bug Report, Staff Report, Player Report.

When AI auto-response is enabled for a category, Docket checks every new ticket against your knowledge base before notifying staff. If it finds a confident answer, it replies immediately and marks the ticket as AI Resolved.

Examples of tickets the AI handles automatically:

• Rule clarification questions
• How-to questions about server features
• NLR, VDM, RDM definition questions
• Application status questions
• Links to application forms or Discord channels

If the AI is not confident, it flags the ticket for staff without responding — preventing wrong answers from going out.

Every closed ticket is automatically saved as a transcript. Transcripts can be viewed from Dashboard > Tickets > History and are searchable by user, date, and category.

Transcripts are useful for ban appeals, dispute resolution, and tracking repeat issues from the same member.

Priority is set automatically by the AI based on keywords and category, or manually by staff at any time.