🎟️ Ticket - Ticket System

Advanced support system with private tickets, AI priority, quick responses, and more.

📋 Overview

Yume-chan's ticket system allows you to create a professional support system in your server. Users can create private tickets to report issues, request help, or ask questions, and your support team can manage them efficiently from Discord or from the Web Panel.

✨ Key Features

🤖 AI Classification: Automatic priority based on ticket content
📁 Unlimited Categories: Organize tickets by type (support, report, suggestions, etc.)
🔔 Notifications: Automatic alerts for the support team
📊 Statistics: Real-time metrics of open, closed tickets and response times
🎨 Customizable Panel: Create panels with buttons or dropdown to create tickets
🔒 Transcripts: Save complete conversations when closing tickets

Commands

`/ticket setup`

Configure the ticket system

Parameters:

Parameter	Type	Required	Description
`categoria`	Channel	✅ Yes	Category where tickets will be created
`soporte`	Role	✅ Yes	Support role

Web Panel

Configurable from: Tickets > Configuration

Access panel.yumechanbot.com

Example:

/ticket setup categoria:📁Tickets soporte:@Support

`/ticket panel`

Create a ticket panel

Parameters:

Parameter	Type	Required	Description
`titulo`	String	❌ No	Panel title

Web Panel

Configurable from: Tickets > Create panel

Access panel.yumechanbot.com

Example:

/ticket panel titulo:Yume-chan Support

`/ticket cerrar`

Close the current ticket

Parameters:

Parameter	Type	Required	Description
`razon`	String	❌ No	Reason for closing

Example:

/ticket cerrar razon:Problem resolved

`/ticket add`

Add a user to the ticket

Parameters:

Parameter	Type	Required	Description
`usuario`	User	✅ Yes	User

Example:

/ticket add usuario:@Admin

`/ticket remove`

Remove a user from the ticket

Parameters:

Parameter	Type	Required	Description
`usuario`	User	✅ Yes	User

Example:

/ticket remove usuario:@User

👑 Premium Features

🔄 Auto-Close Inactive Tickets (Starter+)

Automatically closes tickets that have had no activity for X days.

Features:

⏰ Configurable from 3 to 30 days depending on your tier
🤖 Automatic review every 6 hours
📝 Automatic close message with reason
📊 Transcript saved before closing

Limits per Tier:

Free: 3 days maximum
Starter: 7 days maximum
Pro: 14 days maximum
Ultra: 30 days maximum

Configuration:

Go to Web Panel → Tickets → Settings
Enable "Auto-Close Inactive Tickets"
Configure the inactivity days
Save changes

How it works:

The bot checks all open tickets every 6 hours
Checks the last message in each ticket
If more days than configured have passed, it automatically closes
Sends notification: "Auto-closed due to inactivity (7 days without response)"

🔒 Private Staff Notes (Starter+)

Add internal notes visible only to the support team.

Features:

📝 Notes visible only to staff
👤 Identifies who wrote each note
🕐 Timestamp for each note
📄 Included in transcripts marked as PRIVATE
🗑️ Delete notes when needed

Use Cases:

"User seems to be a troll, check history"
"Already contacted admin, waiting for response"
"Third similar ticket, could be a system bug"
"Temporary solution applied, check in 24h"

How to use:

Open a ticket from the Web Panel
Click on the "🔒 Notes" tab
Write your note (not visible to the user)
Click "Add Note"

In Transcripts:

---

# 🔒 PRIVATE STAFF NOTES

[01/13/2026 20:30] Admin#1234:
  User reported this issue 3 times, possible recurring bug.

[01/13/2026 21:15] Support#5678:
  Escalated to technical team.

📝 Quick Response Templates (Starter+)

Save predefined responses for frequently asked questions.

Features:

💬 Saved responses with dynamic variables
📂 Organize by categories (General, Technical, FAQ, Policies)
📊 Usage counter for each template
⚡ Quick insertion from chat
🎨 Real-time preview

Available Variables:

{user} → User mention
{username} → User name
{ticket} → Ticket number
{server} → Server name
{category} → Ticket category
{date} → Current date
{time} → Current time

Limits per Tier:

Free: 0 templates
Starter: 5 templates
Pro: 20 templates
Ultra: Unlimited

Template Example:

Hi {user}! Thanks for opening a ticket in {server}.

I've received your ticket #{ticket} in the {category} category.
A team member will respond soon.

Date: {date} - Time: {time}

How to use:

Create Template:
- Go to Web Panel → Tickets → Settings → Templates
- Click "New Template"
- Write name, choose category and content
- Use dynamic variables
- Save
Use Template:
- Open ticket from Web Panel
- In the chat, click "Quick Responses"
- Select your template
- It inserts automatically with replaced variables
- Edit if needed and send

🔄 Transfer Tickets between Staff (Starter+)

Reassign ticket ownership between team members.

Features:

👥 List of staff members with support roles
📝 Complete transfer history
🔔 Discord notification of the change
📊 Server log record

Use Cases:

Specialization: Transfer to technical expert
Shift Change: Pass tickets to next shift
Escalation: Transfer to supervisor
Redistribution: Balance workload
Absence: Transfer before leaving

How to use:

Open a claimed ticket from Web Panel
Go to the "Info" tab
Click "Transfer to Another Staff" button
Select the new staff member
Automatic confirmation

Discord Message:

🔄 Ticket Transferred
@StaffA has transferred this ticket to @StaffB.

From: StaffA#1234
To: StaffB#5678

Transfer History:

Each ticket maintains a complete record:

Who was the previous staff
Who is the new staff
Who made the transfer
Exact timestamp

📊 Response Time Analytics (Pro+)

Detailed metrics on support team performance.

Features:

⏱️ Average first response time
📈 Average resolution time
📊 Time distribution by hour of day
👥 Individual staff member performance
📂 Metrics by ticket category
📅 Period comparison (week/month/year)
📉 Bottleneck identification

Available Metrics:

Metric	Description
First Response	Time from creation to first staff message
Total Resolution	Time from creation to ticket closure
Median	Central value (more reliable than average)
Distribution	Tickets by time range (0-1h, 1-4h, etc.)
By Staff	Individual performance of each member
By Category	Specific times by ticket type

Use Cases:

Staff Evaluation: Identify who responds fastest
Planning: Detect peak ticket hours
Continuous Improvement: Identify slow categories
Reports: Generate monthly performance reports

How to use:

Go to Web Panel → Tickets → Analytics
Select date range (Last week/month/year)
Filter by category or staff member (optional)
Review key metrics:
- ⏱️ First response average
- 📈 Resolution average
- 📊 Distribution chart
Compare periods to see improvements

Available Filters:

📅 Custom date range
📂 By specific category
👤 By staff member
🎯 By status (open/closed)

Sample Results:

⏱️ First Response
- Average: 2h 15m
- Median: 45m
- Fastest: 5m
- Slowest: 12h

📈 Total Resolution
- Average: 1d 4h
- Median: 8h
- Fastest: 15m
- Slowest: 5d

📊 Distribution
- 0-1h: 45% (23 tickets)
- 1-4h: 30% (15 tickets)
- 4-12h: 15% (8 tickets)
- +12h: 10% (5 tickets)

⭐ Post-Close Feedback System (Pro+)

Collect user opinions after closing tickets.

Features:

⭐ Rating from 1 to 5 stars
💬 Optional additional comment
📊 Satisfaction analytics
📈 Quality trends by period
👥 Specific feedback by staff member
🔔 Received feedback notifications

How it works:

On ticket close: Staff closes ticket normally
Automatic DM: User receives a private message with:
- Buttons from 1 to 5 stars
- Option to add comment
User rates: Click on desired stars
Optional comment: Modal to leave additional comment
Saved: Feedback is saved in system
Notification: Staff receives notification in logs
Analytics: Data aggregated in satisfaction metrics

Feedback Message:

⭐ How was your experience?

We'd love to know your opinion about ticket #42.

How would you rate the support you received?
[⭐] [⭐⭐] [⭐⭐⭐] [⭐⭐⭐⭐] [⭐⭐⭐⭐⭐]

Feedback Analytics:

The Web Panel displays satisfaction metrics:

📊 Rating distribution (% per stars)
⭐ Overall average rating
👥 Rating by staff member
📈 Trends over time
💬 Featured recent comments

Sample Analytics:

⭐ Average Rating: 4.2/5

📊 Distribution:
5⭐: 45% (23 tickets)
4⭐: 30% (15 tickets)
3⭐: 15% (8 tickets)
2⭐: 7% (4 tickets)
1⭐: 3% (2 tickets)

💬 Recent Comments:
"Quick response and effective solution" - 5⭐
"Good service but took a while" - 4⭐

Use Cases:

Quality Assessment: Measure user satisfaction
Process Improvement: Identify areas for improvement
Recognition: Highlight staff members with best feedback
Problem Detection: Identify negative patterns

🚫 User Blacklist System (Pro+)

Block problematic users from creating new tickets.

Features:

🚫 Permanent or temporary blocking
⏰ Automatic expiration of temporary blocks
📝 Documented reason for each block
📊 Blacklist statistics
🔔 Notification when blocked user attempts to create ticket
🗑️ Remove users from blacklist

Block Types:

Type	Duration	Use Case
Permanent	No expiration	Users with unacceptable behavior
Temporary	1-90 days	Users with temporary bad behavior

Use Cases:

Abusive Users: Block users who insult staff
Ticket Spam: Users who repeatedly create fake tickets
ToS Violation: Users who violate terms of service
Cooldown: Temporary block for users who abuse system
Ban Appeal: Banned user who keeps creating tickets

How to use:

Add to Blacklist:
- Go to Web Panel → Tickets → Settings → Blacklist
- Click "Add User"
- Enter user's User ID
- Choose type (Permanent/Temporary)
- If temporary, select duration in days
- Write reason for block
- Click "Block"
Remove from Blacklist:
- Go to blocked users list
- Find the user
- Click "Remove Block"
- Automatic confirmation

Message to Blocked User:

When a blocked user attempts to create ticket:

🚫 You cannot create tickets

You are currently blocked from creating tickets in this server.

Reason: Fake ticket spam
Type: Temporary
Expires: 2026-01-20

If you believe this is an error, contact an administrator.

Blacklist Statistics:

The Web Panel displays:

📊 Total blocked users
🔒 Permanent blocks
⏰ Active temporary blocks
📉 Expired/removed blocks
📅 Block history

Auto-Expiration:

Temporary blocks are automatically deactivated:

✅ When expiration date is reached
✅ No manual intervention needed
✅ User can create tickets again
✅ Record remains in history

Sample Statistics:

📊 Total: 15 blocked users
🔒 Permanent: 5 (33%)
⏰ Active Temporary: 7 (47%)
📉 Removed: 3 (20%)

🎨 Web Panel - Advanced Management

Access panel.yumechanbot.com to:

📊 Dashboard

View real-time statistics
Open, claimed, closed tickets
Distribution by priority
Active tickets with direct access

🎫 Ticket Management

View all tickets (filter by status/priority)
Respond from the web panel
Claim, close, or change priority
Use quick response templates
Add private notes
Transfer to another staff

📁 Categories

Create unlimited categories (per tier)
Customize emoji, color, and description
Configure default priority
Reorder categories
Delete obsolete categories

⚙️ Settings

Configure support roles (up to 5 with Starter)
Logs and transcripts channel
Selection mode (buttons/dropdown)
Auto-close inactive tickets
AI Priority classification
Automatic transcript on close
Response templates
And more...

💎 Tier Comparison

Feature	Free	Starter	Pro	Ultra
Categories	3	10	25	∞
Simultaneous Tickets	3	10	25	∞
Support Roles	1	5	10	∞
Dropdown Mode	❌	✅	✅	✅
Chat from Panel	❌	✅	✅	✅
Transcripts	❌	✅ Basic	✅ Complete	✅ Complete
AI Priority	❌	❌	✅	✅
Auto-Close	❌	✅ 7 days	✅ 14 days	✅ 30 days
Private Notes	❌	✅	✅	✅
Templates	❌	5	20	∞
Transfer Tickets	❌	✅	✅	✅
User History	❌	✅	✅	✅
Response Time Analytics	❌	❌	✅	✅
Post-Close Feedback	❌	❌	✅	✅
User Blacklist	❌	❌	✅	✅
Export to CSV	❌	❌	✅	✅

Want more features?

Unlock all premium features from $3.99/month with Server Starter.

View Premium Plans 👑

📝 Notes

Tickets are created by clicking a panel button
An automatic transcript is generated on close
Only the support team can see tickets
AI automatically classifies priority
Private notes are NOT visible to the ticket user
Templates update in real-time with variables

🆘 FAQ

How does AI priority classification work?

The bot analyzes the initial message content using keywords:

🔴 Urgent: "urgent", "emergency", "critical", "hacked"
🟠 High: "important", "serious problem", "can't"
🟡 Medium: "problem", "error", "bug", "help"
🟢 Low: "suggestion", "idea", "proposal"

Can I have multiple ticket panels?

Yes, you can create panels in different channels with different configurations.

Do transcripts include private notes?

Yes, but they are clearly marked as "🔒 PRIVATE STAFF NOTES" so they are not confused with regular messages.

What happens if I transfer a ticket that is not claimed?

It's not possible. Only tickets that are already claimed by a staff member can be transferred.

Can templates be edited after creating them?

Yes, you can edit name, content, and category at any time from the Web Panel.

Is feedback mandatory for the user?

No, feedback is completely optional. The user can ignore the DM if they don't wish to rate.

Do analytics show real-time data?

Yes, metrics are automatically updated every time a ticket is closed or responded to.

Are temporary blocks automatically removed?

Yes, when the expiration date is reached, the user can create tickets again automatically.

📋 Overview​

✨ Key Features​

Commands​

/ticket setup​

/ticket panel​

/ticket cerrar​

/ticket add​

/ticket remove​

👑 Premium Features​

🔄 Auto-Close Inactive Tickets (Starter+)​

🔒 Private Staff Notes (Starter+)​

📝 Quick Response Templates (Starter+)​

🔄 Transfer Tickets between Staff (Starter+)​

📊 Response Time Analytics (Pro+)​

⭐ Post-Close Feedback System (Pro+)​

🚫 User Blacklist System (Pro+)​

🎨 Web Panel - Advanced Management​

📊 Dashboard​

🎫 Ticket Management​

📁 Categories​

⚙️ Settings​

💎 Tier Comparison​

📝 Notes​

🆘 FAQ​

🔗 Useful Links​

📋 Overview

✨ Key Features

Commands

`/ticket setup`

`/ticket panel`

`/ticket cerrar`

`/ticket add`

`/ticket remove`

👑 Premium Features

🔄 Auto-Close Inactive Tickets (Starter+)

🔒 Private Staff Notes (Starter+)

📝 Quick Response Templates (Starter+)

🔄 Transfer Tickets between Staff (Starter+)

📊 Response Time Analytics (Pro+)

⭐ Post-Close Feedback System (Pro+)

🚫 User Blacklist System (Pro+)

🎨 Web Panel - Advanced Management

📊 Dashboard

🎫 Ticket Management

📁 Categories

⚙️ Settings

💎 Tier Comparison

📝 Notes

🆘 FAQ

🔗 Useful Links