From df7230dbe9c103ab299d88b017dfc57cbd3bc2ba Mon Sep 17 00:00:00 2001 From: "github-actions[bot]" <41898282+github-actions[bot]@users.noreply.github.com> Date: Mon, 6 Jul 2026 11:32:10 +0000 Subject: [PATCH] chore: autofix docs formatting --- docs/custom-bot/modules/community/birthday.md | 12 +- .../modules/moderation/anti-nuke.md | 76 +++++------ docs/scnx-api/scnx-integration.md | 10 +- .../ai-faq/pre-ticket-gatekeeper.md | 4 +- docs/support-bot/feature-comparison.md | 108 +++++++-------- .../forum-support/ai-deflection.md | 8 +- docs/support-bot/forum-support/claiming.md | 10 +- docs/support-bot/forum-support/commands.md | 28 ++-- .../forum-support/configuration.md | 94 ++++++------- docs/support-bot/forum-support/intro.md | 26 ++-- .../forum-support/support-feedback.md | 16 +-- docs/support-bot/forum-support/topics.md | 10 +- docs/support-bot/intro.md | 2 +- docs/support-bot/modmail/basics.md | 106 +++++++-------- docs/support-bot/modmail/configuration.md | 70 +++++----- .../ticket-system/configuration.md | 38 +++--- .../modules/community/activity-streak.md | 2 +- .../custom-bot/modules/community/birthday.md | 14 +- .../current/scnx/guilds/message-editor.md | 3 +- .../current/scnx/guilds/trusted-admins.md | 36 ++--- .../current/support-bot/feature-comparison.md | 126 +++++++++--------- .../current/support-bot/intro.md | 10 +- 22 files changed, 404 insertions(+), 405 deletions(-) diff --git a/docs/custom-bot/modules/community/birthday.md b/docs/custom-bot/modules/community/birthday.md index cfe6e636..c4b5e560 100644 --- a/docs/custom-bot/modules/community/birthday.md +++ b/docs/custom-bot/modules/community/birthday.md @@ -101,13 +101,13 @@ The configuration is organized into tabs in the dashboard - the rows below are g ### Pre-Birthday Notifications -| Field | Description | -| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| Enable pre-birthday notifications? | If enabled, the bot posts a notification in the birthday channel a configurable number of days before each user's birthday. | +| Field | Description | +| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| Enable pre-birthday notifications? | If enabled, the bot posts a notification in the birthday channel a configurable number of days before each user's birthday. | | (optional) Pre-Birthday-Channel | _Only visible if pre-birthday notifications are enabled._ Optional separate channel for pre-birthday reminders. If empty, they are sent to the notification channel (if set) or otherwise the birthday channel. Use this to keep pre-birthday reminders apart from the actual "Happy birthday" messages. | -| Pre-birthday lead times (days) | _Only visible if pre-birthday notifications are enabled._ List of lead times (in days) before a birthday at which to post a notification. For example, `[1, 7]` sends a notification both 7 days and 1 day before the birthday. | -| Pre-birthday message | _Only visible if pre-birthday notifications are enabled._ The pre-birthday message sent for users who did not provide a birth year. The `%days%` placeholder gives the number of days remaining. | -| Pre-birthday message with age | _Only visible if pre-birthday notifications are enabled._ The pre-birthday message sent for users who did provide a birth year. Supports the `%age%` placeholder for the age the user will turn. | +| Pre-birthday lead times (days) | _Only visible if pre-birthday notifications are enabled._ List of lead times (in days) before a birthday at which to post a notification. For example, `[1, 7]` sends a notification both 7 days and 1 day before the birthday. | +| Pre-birthday message | _Only visible if pre-birthday notifications are enabled._ The pre-birthday message sent for users who did not provide a birth year. The `%days%` placeholder gives the number of days remaining. | +| Pre-birthday message with age | _Only visible if pre-birthday notifications are enabled._ The pre-birthday message sent for users who did provide a birth year. Supports the `%age%` placeholder for the age the user will turn. | ### Commands diff --git a/docs/custom-bot/modules/moderation/anti-nuke.md b/docs/custom-bot/modules/moderation/anti-nuke.md index ae757775..2c589d24 100644 --- a/docs/custom-bot/modules/moderation/anti-nuke.md +++ b/docs/custom-bot/modules/moderation/anti-nuke.md @@ -7,10 +7,10 @@ Detect and respond to destructive server actions (nuking) with configurable thre :::warning **Anti-nuke cannot protect against users who can reconfigure it.** Access to the `/anti-nuke` commands (including `whitelist add`) is controlled by the **Exempt Users** list, not by Discord permissions. Separately, anyone with access to the SCNX dashboard for this bot (the server owner, co-owners, or Trusted Admins with the "Change and Reload Configuration" permission) can bypass anti-nuke entirely by: -* Adding themselves or an accomplice to the **Exempt Users** list (which also grants access to the `/anti-nuke` commands). -* Raising thresholds, disabling action types, or changing the **Response Action** to **Alert only**. -* Resetting the module database, wiping action records, snapshots, and undo history. -* Disabling the module entirely. +- Adding themselves or an accomplice to the **Exempt Users** list (which also grants access to the `/anti-nuke` commands). +- Raising thresholds, disabling action types, or changing the **Response Action** to **Alert only**. +- Resetting the module database, wiping action records, snapshots, and undo history. +- Disabling the module entirely. Anti-nuke is designed to slow down compromised accounts and rogue bots before they cause catastrophic damage. It cannot stop someone who has legitimate configuration access and acts deliberately. Only grant SCNX dashboard configuration access to people you actually trust. @@ -19,25 +19,25 @@ Anti-nuke is designed to slow down compromised accounts and rogue bots before th ## Features {#features} -* Detects 19 different types of destructive server actions, including mass channel/role deletion, mass bans/kicks, permission escalation, webhook spam, and more. -* Hybrid detection system using both gateway events (instant detection) and audit log entries (catch-all backup) with automatic deduplication. -* Configurable per-action thresholds: set how many actions of each type within a sliding time window trigger a response. -* Four response actions: alert only, strip all roles, ban the executor, or strip only dangerous permissions. -* Temporary whitelist system to allow trusted users to perform bulk actions without triggering a response (e.g., during planned restructures). -* Undo system to reverse damage caused by a nuke event, either with the **Undo** button on each alert or the `/anti-nuke undo` command. It restores deleted channels, roles, emojis, stickers, threads, webhooks, guild settings, channel permission overwrites, role permissions, and mass-role-removal changes from stored snapshots. Emoji and sticker recovery is best-effort and depends on the image having been archived. Member kicks, member prunes, and integration creations cannot be automatically reversed. -* All detection data is stored in the database (not in-memory), ensuring crash safety: if the bot restarts during a nuke, incomplete events are flagged for manual review. -* Permanently exempt specific users from detection. -* Detailed logging of all detected events to a configurable log channel. +- Detects 19 different types of destructive server actions, including mass channel/role deletion, mass bans/kicks, permission escalation, webhook spam, and more. +- Hybrid detection system using both gateway events (instant detection) and audit log entries (catch-all backup) with automatic deduplication. +- Configurable per-action thresholds: set how many actions of each type within a sliding time window trigger a response. +- Four response actions: alert only, strip all roles, ban the executor, or strip only dangerous permissions. +- Temporary whitelist system to allow trusted users to perform bulk actions without triggering a response (e.g., during planned restructures). +- Undo system to reverse damage caused by a nuke event, either with the **Undo** button on each alert or the `/anti-nuke undo` command. It restores deleted channels, roles, emojis, stickers, threads, webhooks, guild settings, channel permission overwrites, role permissions, and mass-role-removal changes from stored snapshots. Emoji and sticker recovery is best-effort and depends on the image having been archived. Member kicks, member prunes, and integration creations cannot be automatically reversed. +- All detection data is stored in the database (not in-memory), ensuring crash safety: if the bot restarts during a nuke, incomplete events are flagged for manual review. +- Permanently exempt specific users from detection. +- Detailed logging of all detected events to a configurable log channel. ## Setup {#setup} 1. [Enable the module](https://scnx.app/glink?page=bot/modules?query=anti-nuke) on your server. 2. Open the [Configuration](https://scnx.app/glink?page=bot/configuration?file=anti-nuke%7Cconfiguration) and set the **Log Channel** where anti-nuke alerts will be sent. 3. Choose your preferred **Response Action**. This determines what happens to the user who triggered a nuke detection: - * **Alert only**: Only send an alert to the log channel. No action is taken against the user. - * **Strip all roles** (default): Remove all roles from the user, preventing further damage. - * **Ban**: Ban the user from the server. - * **Strip dangerous permissions**: Remove dangerous permissions from the user's roles. The stripped permissions are Administrator, Manage Channels, Manage Roles, Ban Members, Kick Members, Manage Guild, and Manage Webhooks. Because this edits the roles themselves, it affects every member who holds those roles, not only the executor. + - **Alert only**: Only send an alert to the log channel. No action is taken against the user. + - **Strip all roles** (default): Remove all roles from the user, preventing further damage. + - **Ban**: Ban the user from the server. + - **Strip dangerous permissions**: Remove dangerous permissions from the user's roles. The stripped permissions are Administrator, Manage Channels, Manage Roles, Ban Members, Kick Members, Manage Guild, and Manage Webhooks. Because this edits the roles themselves, it affects every member who holds those roles, not only the executor. 4. Add trusted users to the **Exempt Users** list. Listed users never trigger anti-nuke detection, and this list is also the only gate for who may use the `/anti-nuke` commands and the alert **Undo** button (Discord permissions such as Administrator do not grant access on their own). 5. Review the [Thresholds configuration](https://scnx.app/glink?page=bot/configuration?file=anti-nuke%7Cthresholds) and adjust limits for each action type as needed for your server. 6. Make sure the bot has the following permissions: **Administrator** (recommended), or at minimum **View Audit Log**, **Manage Roles**, **Ban Members**, **Manage Channels**, **Manage Webhooks**, **Manage Guild Expressions**, **View Channel**, **Send Messages**, and **Embed Links**. @@ -59,9 +59,9 @@ Detection uses a hybrid approach: gateway events provide instant detection, whil Before performing planned bulk actions (e.g., reorganizing channels or cleaning up roles), administrators can temporarily whitelist a user. Whitelisted users' actions are still recorded, but thresholds are not evaluated and no response action is triggered for the specified duration. -* Use `/anti-nuke whitelist add` to create a temporary whitelist entry with a duration and reason. -* Use `/anti-nuke whitelist remove` to revoke a whitelist entry early. -* Use `/anti-nuke whitelist list` to view all active whitelist entries. +- Use `/anti-nuke whitelist add` to create a temporary whitelist entry with a duration and reason. +- Use `/anti-nuke whitelist remove` to revoke a whitelist entry early. +- Use `/anti-nuke whitelist list` to view all active whitelist entries. Whitelist entries expire automatically and are cleaned up on bot restart. @@ -69,8 +69,8 @@ Whitelist entries expire automatically and are cleaned up on bot restart. If a nuke is detected, the bot stores snapshots of affected resources (channel configurations, role settings, emoji images, etc.). Users on the **Exempt Users** list can reverse the damage in one of two ways: -* **From the alert:** click the **Undo** button on the "Nuke Detected" alert, then confirm. Once complete, this also reverses the response taken against the executor (for example, unbanning them or restoring their stripped roles). -* **With the command:** run `/anti-nuke undo`, then select the event from the dropdown menu. +- **From the alert:** click the **Undo** button on the "Nuke Detected" alert, then confirm. Once complete, this also reverses the response taken against the executor (for example, unbanning them or restoring their stripped roles). +- **With the command:** run `/anti-nuke undo`, then select the event from the dropdown menu. Either way, the bot attempts to restore all affected resources using the stored snapshots and reports what was restored and what could not be. @@ -82,9 +82,9 @@ Undo is a best-effort recovery. Some data cannot be restored: message history in All detection data is persisted to the database immediately. If the bot crashes or restarts during a nuke event: -* Incomplete response actions are flagged and reported in the log channel on restart. -* Snapshot data is preserved for undo recovery. -* Action tracking records linked to unresolved nuke events are retained until the event is undone or manually resolved. +- Incomplete response actions are flagged and reported in the log channel on restart. +- Snapshot data is preserved for undo recovery. +- Action tracking records linked to unresolved nuke events are retained until the event is undone or manually resolved. ## Considerations and limitations {#considerations} @@ -145,7 +145,7 @@ You are solely responsible for your threshold configuration, response-action cho ## Tracked action types {#action-types} | Action Type | Description | Default Threshold | -|-------------------------------|-------------------------------------------------------|-------------------| +| ----------------------------- | ----------------------------------------------------- | ----------------- | | Channel Deletion | Channels being deleted | 3 in 60s | | Channel Creation | Channels being created in bulk | 5 in 60s | | Role Deletion | Roles being deleted | 3 in 60s | @@ -173,7 +173,7 @@ Each action type can be individually enabled/disabled and has its own threshold | Command | Description | -|----------------------------------------------------------------------------|------------------------------------------------------------------------------------| +| -------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | | `/anti-nuke whitelist add user: duration: [reason:]` | Add a temporary whitelist entry. Duration supports formats like `30m`, `2h`, `1d`. | | `/anti-nuke whitelist remove user:` | Remove an active whitelist entry for a user. | | `/anti-nuke whitelist list` | List all currently active whitelist entries. | @@ -188,13 +188,13 @@ All commands (and the alert **Undo** button) are restricted to users on the **Ex Configure the general settings of the anti-nuke system. Open it in your [dashboard](https://scnx.app/glink?page=bot/configuration?file=anti-nuke%7Cconfiguration). -| Field | Description | -|-----------------------------|------------------------------------------------------------------------------------------------------| -| Log Channel | Channel where anti-nuke alerts and event logs are sent. | +| Field | Description | +| --------------------------- | --------------------------------------------------------------------------------------------------------------------- | +| Log Channel | Channel where anti-nuke alerts and event logs are sent. | | Response Action | What to do when a nuke is detected: **Alert only**, **Strip all roles**, **Ban**, or **Strip dangerous permissions**. | -| Exempt Users | Users who are completely exempt from anti-nuke detection. | -| Snapshot Retention (days) | How long to keep resource snapshots for undo recovery (default: 30 days). | -| Action Log Retention (days) | How long to keep individual action tracking records (default: 7 days). | +| Exempt Users | Users who are completely exempt from anti-nuke detection. | +| Snapshot Retention (days) | How long to keep resource snapshots for undo recovery (default: 30 days). | +| Action Log Retention (days) | How long to keep individual action tracking records (default: 7 days). | ### Thresholds {#configuration-thresholds} @@ -203,7 +203,7 @@ Configure detection thresholds for each action type. Open it in your [dashboard] Each action type has three settings: | Field | Description | -|---------------------|------------------------------------------------------------------------| +| ------------------- | ---------------------------------------------------------------------- | | Track [Action Type] | Enable or disable detection for this action type. | | Max [Action Type] | Number of actions within the time window before triggering a response. | | Timeframe (seconds) | The sliding time window in seconds used to count actions. | @@ -259,9 +259,9 @@ Each action type has three settings: The following data is stored by this module: -* **Action records**: The action type, target ID, executor ID, and timestamp of every tracked destructive action. Automatically cleaned up after the configured retention period (default: 7 days). -* **Snapshots**: Detailed resource data (channel settings, role configurations, emoji images, etc.) for undo recovery. Automatically cleaned up after the configured retention period (default: 30 days). -* **Nuke events**: Records of detected nuke incidents, including the executor, action type, action count, response taken, and whether the event has been undone. -* **Whitelist entries**: User ID, granting user, reason, and expiration time for temporary whitelist entries. Automatically cleaned up on expiration. +- **Action records**: The action type, target ID, executor ID, and timestamp of every tracked destructive action. Automatically cleaned up after the configured retention period (default: 7 days). +- **Snapshots**: Detailed resource data (channel settings, role configurations, emoji images, etc.) for undo recovery. Automatically cleaned up after the configured retention period (default: 30 days). +- **Nuke events**: Records of detected nuke incidents, including the executor, action type, action count, response taken, and whether the event has been undone. +- **Whitelist entries**: User ID, granting user, reason, and expiration time for temporary whitelist entries. Automatically cleaned up on expiration. To remove all data stored by this module, [purge the module database](/docs/custom-bot/additional-features#reset-module-database). diff --git a/docs/scnx-api/scnx-integration.md b/docs/scnx-api/scnx-integration.md index 6ed9c8c4..193ce342 100644 --- a/docs/scnx-api/scnx-integration.md +++ b/docs/scnx-api/scnx-integration.md @@ -41,11 +41,11 @@ Format: `text/plain`. Consists of three components in a string: 1. The timestamp the response was generated 2. A "," character 3. The actual JSON-Body (see table below) - | Key | Description | - | ---- | --- | - | event | Name of the event or request | - | guildID? | ID of the associated guild | - | body | Body of the request, depending on the event type | + | Key | Description | + | -------- | ------------------------------------------------ | + | event | Name of the event or request | + | guildID? | ID of the associated guild | + | body | Body of the request, depending on the event type | ### Installation Events diff --git a/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md b/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md index ffff3234..4d6b5103 100644 --- a/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md +++ b/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md @@ -78,12 +78,12 @@ If a member picks a topic that has a [form](/docs/support-bot/general/forms) att Which topics the gatekeeper screens is controlled in two layers: a **global default** and a **per-topic override**. -**Global default** - on the AI FAQ settings page, under **Default for topics**: +**Global default** - on the AI FAQ settings page, under **Default for topics**: - **Screen all topics by default** _(default)_ - the gatekeeper runs on every topic unless a topic opts out. - **Don't screen topics by default** - the gatekeeper runs on no topic unless a topic opts in. Handy when you only want the AI on a few high-volume topics (like a general "Question" topic) and want everything else to behave normally. -**Per-topic override** - on each topic's settings page (Ticket Topics for [Modmail](https://scnx.app/glink?page=support-system/modmail/ticket-topics) or the [Ticket System](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics)), the **AI gatekeeper for this topic** option lets you override the default for that one topic: +**Per-topic override** - on each topic's settings page (Ticket Topics for [Modmail](https://scnx.app/glink?page=support-system/modmail/ticket-topics) or the [Ticket System](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics)), the **AI gatekeeper for this topic** option lets you override the default for that one topic: - **Follow global default** - uses whichever default you picked above. - **Always screen with AI** - the gatekeeper always runs on this topic. diff --git a/docs/support-bot/feature-comparison.md b/docs/support-bot/feature-comparison.md index 3d6a5232..3009ae93 100644 --- a/docs/support-bot/feature-comparison.md +++ b/docs/support-bot/feature-comparison.md @@ -10,18 +10,18 @@ The SCNX Support Bot offers four support systems. You can enable any combination ## At a glance {#at-a-glance} -| | Modmail | Ticket System | Forum Support | Voice Support | -| ------------------------------ | -------------------- | ---------------------- | ---------------------------- | ----------------------- | -| **How members reach you** | DM the bot | Click a button | Post in a public forum | Join a voice channel | -| **Visibility** | Private | Private channel | **Public thread** | Private voice | -| **Conversation style** | Text (relayed) | Text (in a channel) | Text (in the open) | Live voice | -| **Built-in AI first answer** | ➖ (via AI FAQ) | ➖ (via AI FAQ) | ✅ | ❌ | -| **Shared queue & claiming** | ✅ | ✅ | ✅ | ✅ (pull next) | -| **Auto-close & SLA reminders** | ✅ | ✅ | ✅ | ➖ | -| **Feedback & star ratings** | ✅ | ✅ | ✅ | ✅ | -| **Analytics & wait-time** | ✅ | ✅ | ✅ | ✅ | -| **Best for** | Private 1:1 help | Structured private tickets | Public, reusable answers | Real-time voice help | -| **Availability** | All Support Bot plans | All Support Bot plans | Early-access preview | Early-access preview | +| | Modmail | Ticket System | Forum Support | Voice Support | +| ------------------------------ | --------------------- | -------------------------- | ------------------------ | -------------------- | +| **How members reach you** | DM the bot | Click a button | Post in a public forum | Join a voice channel | +| **Visibility** | Private | Private channel | **Public thread** | Private voice | +| **Conversation style** | Text (relayed) | Text (in a channel) | Text (in the open) | Live voice | +| **Built-in AI first answer** | ➖ (via AI FAQ) | ➖ (via AI FAQ) | ✅ | ❌ | +| **Shared queue & claiming** | ✅ | ✅ | ✅ | ✅ (pull next) | +| **Auto-close & SLA reminders** | ✅ | ✅ | ✅ | ➖ | +| **Feedback & star ratings** | ✅ | ✅ | ✅ | ✅ | +| **Analytics & wait-time** | ✅ | ✅ | ✅ | ✅ | +| **Best for** | Private 1:1 help | Structured private tickets | Public, reusable answers | Real-time voice help | +| **Availability** | All Support Bot plans | All Support Bot plans | Early-access preview | Early-access preview | :::info Legend ✅ supported  ·  ❌ not supported  ·  ➖ not applicable to how this system works @@ -46,54 +46,54 @@ The detailed tables below compare the three **text-based** systems in depth. **V ## Messaging & communication -| | Modmail | Ticket System | Forum Support | -| ---------------------------------------------------------- | :-----: | :-----------: | :-----------: | -| Conversation happens directly in a channel/thread | ❌ | ✅ | ✅ | -| Messages relayed via DM | ✅ | ❌ | ➖ | -| Anonymous staff messages | ✅ | ❌ | ❌ | -| Snippets (reusable quick responses) | ✅ | ❌ | ❌ | -| Customizable bot messages (welcome, close, etc.) | ✅ | ✅ | ✅ | -| Keep the thread to the asker & staff only | ❌ | ➖ | ✅ | -| View past tickets button | ✅ | ❌ | ❌ | +| | Modmail | Ticket System | Forum Support | +| ------------------------------------------------- | :-----: | :-----------: | :-----------: | +| Conversation happens directly in a channel/thread | ❌ | ✅ | ✅ | +| Messages relayed via DM | ✅ | ❌ | ➖ | +| Anonymous staff messages | ✅ | ❌ | ❌ | +| Snippets (reusable quick responses) | ✅ | ❌ | ❌ | +| Customizable bot messages (welcome, close, etc.) | ✅ | ✅ | ✅ | +| Keep the thread to the asker & staff only | ❌ | ➖ | ✅ | +| View past tickets button | ✅ | ❌ | ❌ | ## Ticket management -| | Modmail | Ticket System | Forum Support | -| ----------------------------------------- | :---------------: | :-----------: | :-----------: | -| Topics / categories | ✅ | ✅ | ✅ | -| Claiming / assignment | ✅ | ✅ | ✅ | -| Hand a claimed item back to the queue | ➖ | ➖ | ✅ | -| Hold / pause | ✅ | ✅ | ❌ | -| Rename | ✅ | ✅ | ➖ | -| Additional members | ✅ | ✅ | ➖ | -| Scheduled closing | ✅ | ✅ | ❌ | -| Close requests (user/staff confirmation) | ✅ | ✅ | ❌ | -| Close reasons (custom & predefined) | ✅ | ❌ | ❌ | -| One ticket per user limit | ✅ | ✅ | ❌ | -| Per-topic priority | ❌ | ❌ | ✅ | -| Priority by member role | ❌ | ❌ | ✅ | -| Close / "mark solved" button | ✅ | ✅ | ✅ | -| Apply a "solved" tag on close | ➖ | ➖ | ✅ | -| Archive on close | ✅ | ❌ | ✅ | -| Reopen closed items | ✅ | ❌ | ❌ | -| DM confirmation on close | ✅ | ✅ | ✅ | -| Attach transcript to close DM | ✅ | ✅ | ✅ | +| | Modmail | Ticket System | Forum Support | +| ---------------------------------------- | :-----: | :-----------: | :-----------: | +| Topics / categories | ✅ | ✅ | ✅ | +| Claiming / assignment | ✅ | ✅ | ✅ | +| Hand a claimed item back to the queue | ➖ | ➖ | ✅ | +| Hold / pause | ✅ | ✅ | ❌ | +| Rename | ✅ | ✅ | ➖ | +| Additional members | ✅ | ✅ | ➖ | +| Scheduled closing | ✅ | ✅ | ❌ | +| Close requests (user/staff confirmation) | ✅ | ✅ | ❌ | +| Close reasons (custom & predefined) | ✅ | ❌ | ❌ | +| One ticket per user limit | ✅ | ✅ | ❌ | +| Per-topic priority | ❌ | ❌ | ✅ | +| Priority by member role | ❌ | ❌ | ✅ | +| Close / "mark solved" button | ✅ | ✅ | ✅ | +| Apply a "solved" tag on close | ➖ | ➖ | ✅ | +| Archive on close | ✅ | ❌ | ✅ | +| Reopen closed items | ✅ | ❌ | ❌ | +| DM confirmation on close | ✅ | ✅ | ✅ | +| Attach transcript to close DM | ✅ | ✅ | ✅ | ## Automation -| | Modmail | Ticket System | Forum Support | -| ---------------------------------------- | :-----: | :-----------: | :-----------: | -| Auto-close on inactivity | ✅ | ✅ | ✅ | -| Auto-close when user leaves server | ✅ | ✅ | ❌ | -| Inactivity warning before auto-close | ✅ | ✅ | ✅ | -| Team member inactivity reminders | ✅ | ✅ | ✅ | -| Unassigned / unclaimed reminders | ✅ | ✅ | ✅ | -| Only remind inside opening hours | ✅ | ✅ | ✅ | -| Opening hours | ✅ | ✅ | ✅ | -| Closed-hours notice to the member | ✅ | ➖ | ✅ | -| Team notification on new items | ➖ | ✅ | ✅ | -| Built-in AI first answer / deflection | ❌ | ❌ | ✅ | -| Holiday detection & custom holidays | ✅ | ✅ | ✅ | +| | Modmail | Ticket System | Forum Support | +| ------------------------------------- | :-----: | :-----------: | :-----------: | +| Auto-close on inactivity | ✅ | ✅ | ✅ | +| Auto-close when user leaves server | ✅ | ✅ | ❌ | +| Inactivity warning before auto-close | ✅ | ✅ | ✅ | +| Team member inactivity reminders | ✅ | ✅ | ✅ | +| Unassigned / unclaimed reminders | ✅ | ✅ | ✅ | +| Only remind inside opening hours | ✅ | ✅ | ✅ | +| Opening hours | ✅ | ✅ | ✅ | +| Closed-hours notice to the member | ✅ | ➖ | ✅ | +| Team notification on new items | ➖ | ✅ | ✅ | +| Built-in AI first answer / deflection | ❌ | ❌ | ✅ | +| Holiday detection & custom holidays | ✅ | ✅ | ✅ | ## Feedback, analytics & monitoring diff --git a/docs/support-bot/forum-support/ai-deflection.md b/docs/support-bot/forum-support/ai-deflection.md index 1f7cdea7..d859fe54 100644 --- a/docs/support-bot/forum-support/ai-deflection.md +++ b/docs/support-bot/forum-support/ai-deflection.md @@ -27,10 +27,10 @@ Forum Support can let AI take a first pass at every new thread, answering common AI auto-answer lives in the **AI** section of the [Configuration](/docs/support-bot/forum-support/configuration#ai) page. The section only appears when AI is available for your server. -| Setting | What it does | -| ---------------------- | ------------------------------------------------------------------------------------------------------------------------ | -| **Enable AI answers** | Posts an AI first response on new threads, with the yes/no buttons. | -| **AI summary on claim**| DMs the claiming staff member a short summary of the conversation so far. | +| Setting | What it does | +| ----------------------- | ------------------------------------------------------------------------- | +| **Enable AI answers** | Posts an AI first response on new threads, with the yes/no buttons. | +| **AI summary on claim** | DMs the claiming staff member a short summary of the conversation so far. | You can customize the acknowledgement messages for the **Yes** and **No** buttons in the [Messages](/docs/support-bot/forum-support/configuration#messages) section. diff --git a/docs/support-bot/forum-support/claiming.md b/docs/support-bot/forum-support/claiming.md index f1e361d0..0fd2ee86 100644 --- a/docs/support-bot/forum-support/claiming.md +++ b/docs/support-bot/forum-support/claiming.md @@ -20,11 +20,11 @@ Forum Support gives your whole team one shared queue. Threads are claimed by a s The panel is a live message the bot keeps up to date in your [staff queue panel channel](/docs/support-bot/forum-support/configuration#main). It groups threads into: -| Group | Meaning | -| --------------- | ----------------------------------------------------------------- | -| **Unclaimed** | Waiting for someone to pick them up. | -| **In progress** | Currently claimed and being worked on. | -| **Handed back** | Were claimed, then returned to the queue and need a new owner. | +| Group | Meaning | +| --------------- | -------------------------------------------------------------- | +| **Unclaimed** | Waiting for someone to pick them up. | +| **In progress** | Currently claimed and being worked on. | +| **Handed back** | Were claimed, then returned to the queue and need a new owner. | Priority threads (see [Topics](/docs/support-bot/forum-support/topics) and per-channel [Priority](/docs/support-bot/forum-support/configuration#priority)) appear first within each group. diff --git a/docs/support-bot/forum-support/commands.md b/docs/support-bot/forum-support/commands.md index f3de963b..1733ab24 100644 --- a/docs/support-bot/forum-support/commands.md +++ b/docs/support-bot/forum-support/commands.md @@ -14,11 +14,11 @@ Commands and staff buttons only work for members with one of your configured [st ## Slash commands {#commands} -| Command | What it does | +| Command | What it does | | ----------------------- | ---------------------------------------------------------------------------------------------------------------------------- | -| `/forum next` | Claims the next available thread in the queue and assigns it to you - the quickest way to pick up work. | +| `/forum next` | Claims the next available thread in the queue and assigns it to you - the quickest way to pick up work. | | `/forum step-away` | Hands the thread you're currently in back to the queue so another team member can take over. Use it when you can't continue. | -| `/forum my-assignments` | Lists the threads currently assigned to you, so you can keep track of what's on your plate. | +| `/forum my-assignments` | Lists the threads currently assigned to you, so you can keep track of what's on your plate. | | `/forum close` | Closes the current thread (marks it solved, applies the solved tag if configured, and runs the close steps). | ## Buttons {#buttons} @@ -27,20 +27,20 @@ Commands and staff buttons only work for members with one of your configured [st The queue panel lives in your [staff queue panel channel](/docs/support-bot/forum-support/configuration#main) and updates itself as the queue changes. It groups threads into **Unclaimed**, **In progress**, and **Handed back**. -| Button | What it does | -| ------------------ | -------------------------------------------------------------------- | -| **Assign me** | Claims the next unclaimed thread and assigns it to you. | -| **Claim** | Claims a specific thread. | -| **My assignments** | Shows the threads currently assigned to you. | -| **Step away** | Returns your current thread to the queue. | +| Button | What it does | +| ------------------ | ------------------------------------------------------- | +| **Assign me** | Claims the next unclaimed thread and assigns it to you. | +| **Claim** | Claims a specific thread. | +| **My assignments** | Shows the threads currently assigned to you. | +| **Step away** | Returns your current thread to the queue. | ### In a thread {#thread-buttons} -| Button | Who sees it | What it does | -| ------------------ | ---------------- | ------------------------------------------------------------------------------------------------- | -| **Mark as solved** | Asker & staff | Closes the thread as solved. The person who opened the thread can resolve it themselves once they're happy, and staff can close it any time. | -| **Yes, solved** | Asker (AI flow) | Shown after an AI answer - confirms it helped and closes the thread. Only the person who opened the thread can use it. | -| **No, I need a human** | Asker (AI flow) | Shown after an AI answer - hands the thread to your team. Only the person who opened the thread can use it. | +| Button | Who sees it | What it does | +| ---------------------- | --------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | +| **Mark as solved** | Asker & staff | Closes the thread as solved. The person who opened the thread can resolve it themselves once they're happy, and staff can close it any time. | +| **Yes, solved** | Asker (AI flow) | Shown after an AI answer - confirms it helped and closes the thread. Only the person who opened the thread can use it. | +| **No, I need a human** | Asker (AI flow) | Shown after an AI answer - hands the thread to your team. Only the person who opened the thread can use it. | ## A typical workflow {#workflow} diff --git a/docs/support-bot/forum-support/configuration.md b/docs/support-bot/forum-support/configuration.md index d670b506..f97af828 100644 --- a/docs/support-bot/forum-support/configuration.md +++ b/docs/support-bot/forum-support/configuration.md @@ -26,22 +26,22 @@ If you don't have a forum channel yet, create one in Discord first (**Create Cha The main **Configuration** page holds your overall settings. The most important ones: -| Setting | What it does | -| ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -| **Enable Forum Support** | Turns the whole system on or off. While off, the bot ignores your forum channels and the `/forum` commands are hidden. | -| **Maintenance mode** | Temporarily pauses handling of new threads without fully disabling the system. | -| **Staff queue panel channel** | The text channel where the live queue panel is posted. Your team claims and picks up threads from here. | -| **Staff member roles** | Anyone with one of these roles is treated as support staff - they can claim threads, use the buttons, and run the `/forum` commands. | -| **Only send reminders during open hours** | When on, staff/inactivity reminders are only sent during your [opening hours](/docs/support-bot/general/opening-hours), so your team isn't pinged overnight. | -| **Save transcripts** | When on, a full transcript of each closed thread is saved to [modmail.net](/docs/support-bot/general/modmail-net) and can be attached to the log channel and close DM. | +| Setting | What it does | +| ----------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| **Enable Forum Support** | Turns the whole system on or off. While off, the bot ignores your forum channels and the `/forum` commands are hidden. | +| **Maintenance mode** | Temporarily pauses handling of new threads without fully disabling the system. | +| **Staff queue panel channel** | The text channel where the live queue panel is posted. Your team claims and picks up threads from here. | +| **Staff member roles** | Anyone with one of these roles is treated as support staff - they can claim threads, use the buttons, and run the `/forum` commands. | +| **Only send reminders during open hours** | When on, staff/inactivity reminders are only sent during your [opening hours](/docs/support-bot/general/opening-hours), so your team isn't pinged overnight. | +| **Save transcripts** | When on, a full transcript of each closed thread is saved to [modmail.net](/docs/support-bot/general/modmail-net) and can be attached to the log channel and close DM. | ### AI auto-answers {#ai} If AI is available for your server, you can let the bot try to answer a new thread before a human gets involved. The member is then asked whether the answer helped - "yes" closes the thread, "no" hands it to your team. This is a great way to deflect common, repeat questions. -| Setting | What it does | -| --------------------- | -------------------------------------------------------------------------------------- | -| **Enable AI answers** | Lets the bot post an AI first response on new threads. | +| Setting | What it does | +| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | +| **Enable AI answers** | Lets the bot post an AI first response on new threads. | | **AI summary on claim** | When a staff member claims a thread, the bot DMs them a short AI summary of the conversation so far, so they can catch up instantly. | :::info AI usage @@ -52,14 +52,14 @@ AI answers and summaries use your server's AI Coins. The AI section only appears Keep threads moving and close out the ones that have gone quiet. -| Setting | What it does | -| -------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | -| **Reminder: unanswered (claimed)** | If a staff member claims a thread but doesn't reply within this time, they get a nudge. Example: `24h`. | -| **Reminder: unclaimed** | If a new thread sits in the queue unclaimed for this long, your team is reminded. Example: `6h`. | -| **Auto-close inactive threads** | When on, threads with no activity are closed automatically. | -| **Auto-close notice timeframe** | How long of silence before the member gets a "this will close soon" warning. Example: `24h`. | -| **Auto-close timeframe** | How long of silence before the thread is actually closed. Example: `48h`. | -| **Team notification** | Optionally ping your staff roles in a channel whenever a new thread opens. See [Team notification](#team-notification). | +| Setting | What it does | +| ---------------------------------- | ----------------------------------------------------------------------------------------------------------------------- | +| **Reminder: unanswered (claimed)** | If a staff member claims a thread but doesn't reply within this time, they get a nudge. Example: `24h`. | +| **Reminder: unclaimed** | If a new thread sits in the queue unclaimed for this long, your team is reminded. Example: `6h`. | +| **Auto-close inactive threads** | When on, threads with no activity are closed automatically. | +| **Auto-close notice timeframe** | How long of silence before the member gets a "this will close soon" warning. Example: `24h`. | +| **Auto-close timeframe** | How long of silence before the thread is actually closed. Example: `48h`. | +| **Team notification** | Optionally ping your staff roles in a channel whenever a new thread opens. See [Team notification](#team-notification). | :::tip Time values Time fields accept friendly values like `30m`, `6h`, or `48h` (minutes, hours, days). @@ -69,12 +69,12 @@ Time fields accept friendly values like `30m`, `6h`, or `48h` (minutes, hours, d Show members an estimated wait time in their thread, so they know what to expect. The estimate adapts automatically based on how quickly your team has been resolving recent threads. Learn more in [Estimated wait time](/docs/support-bot/general/estimated-wait-time). -| Setting | What it does | -| ------------------------ | ------------------------------------------------------------------------------------- | -| **Enable wait-time message** | Posts an estimated wait time in new threads. | -| **Refresh interval** | How often (in minutes) the wait-time message is updated after it's first posted. | -| **Cushion** | Extra minutes added to the estimate so you under-promise and over-deliver. | -| **Maximum hours** | A cap so the estimate never shows an unhelpfully large number. | +| Setting | What it does | +| ---------------------------- | -------------------------------------------------------------------------------- | +| **Enable wait-time message** | Posts an estimated wait time in new threads. | +| **Refresh interval** | How often (in minutes) the wait-time message is updated after it's first posted. | +| **Cushion** | Extra minutes added to the estimate so you under-promise and over-deliver. | +| **Maximum hours** | A cap so the estimate never shows an unhelpfully large number. | ### Messages {#messages} @@ -97,20 +97,20 @@ Turn on **Send closed notice** to automatically let members know when they post Members on your bot's blocklist can be stopped from using Forum Support. -| Setting | What it does | -| ----------------------------- | -------------------------------------------------------------------------------------- | -| **Close blocked threads** | When a blocked member opens a thread, automatically close it. | -| **Blocklist notice message** | The message shown to a blocked member before their thread is closed. | +| Setting | What it does | +| ---------------------------- | -------------------------------------------------------------------- | +| **Close blocked threads** | When a blocked member opens a thread, automatically close it. | +| **Blocklist notice message** | The message shown to a blocked member before their thread is closed. | ### Keep threads to the asker & staff only {#thread-writing} By default anyone can comment in a public thread. If you'd rather keep each thread focused on the person who opened it, turn on **Only the original poster and staff can write**. Other members' messages are then removed automatically. -| Setting | What it does | -| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | -| **Only OP and staff can write** | Removes messages from anyone who isn't the original poster or a staff member, keeping the thread clean and on-topic. | -| **Tell the member why** | When on, the bot DMs the member whose message was removed, explaining they should open their own thread for help. | -| **Removed-message notice** | The DM text sent to that member. | +| Setting | What it does | +| ------------------------------- | -------------------------------------------------------------------------------------------------------------------- | +| **Only OP and staff can write** | Removes messages from anyone who isn't the original poster or a staff member, keeping the thread clean and on-topic. | +| **Tell the member why** | When on, the bot DMs the member whose message was removed, explaining they should open their own thread for help. | +| **Removed-message notice** | The DM text sent to that member. | ## Forum Channels page {#forum-channels} @@ -118,19 +118,19 @@ The [Forum Channels](https://scnx.app/glink?page=support-system/forum-support/ch For **each** forum channel you can set: -| Setting | What it does | -| -------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | -| **Forum channel** | The Discord forum channel to manage. | -| **Welcome message (override)** | A welcome message just for this channel (otherwise the global one is used). | -| **Closed message (override)** | A message posted in the thread when it's closed. | -| **Log channel (override)** | Send this channel's close summaries to a specific log channel instead of the [default](#log-channel). | -| **Close DM message (override)** | A custom [close DM](#close-dm) message for this channel. | -| **Solved tag** | A forum tag automatically applied to threads when they're marked solved. | -| **Lock until claimed** | Locks a new thread so the member can't add more until a staff member claims it. Claiming unlocks it automatically. | -| **Lock on close** | Locks the thread when it's closed. | -| **Only OP and staff can write** | Same as the global option, but just for this channel. | -| **Staff member roles (override)**| Use different staff roles for this channel. | -| **Priority** ([details](#priority)) | Treat threads as high-priority based on the asker's roles or a chosen forum tag, with an optional priority welcome message. | +| Setting | What it does | +| ----------------------------------- | --------------------------------------------------------------------------------------------------------------------------- | +| **Forum channel** | The Discord forum channel to manage. | +| **Welcome message (override)** | A welcome message just for this channel (otherwise the global one is used). | +| **Closed message (override)** | A message posted in the thread when it's closed. | +| **Log channel (override)** | Send this channel's close summaries to a specific log channel instead of the [default](#log-channel). | +| **Close DM message (override)** | A custom [close DM](#close-dm) message for this channel. | +| **Solved tag** | A forum tag automatically applied to threads when they're marked solved. | +| **Lock until claimed** | Locks a new thread so the member can't add more until a staff member claims it. Claiming unlocks it automatically. | +| **Lock on close** | Locks the thread when it's closed. | +| **Only OP and staff can write** | Same as the global option, but just for this channel. | +| **Staff member roles (override)** | Use different staff roles for this channel. | +| **Priority** ([details](#priority)) | Treat threads as high-priority based on the asker's roles or a chosen forum tag, with an optional priority welcome message. | ### Default log channel {#log-channel} diff --git a/docs/support-bot/forum-support/intro.md b/docs/support-bot/forum-support/intro.md index 76073703..a75c6d0f 100644 --- a/docs/support-bot/forum-support/intro.md +++ b/docs/support-bot/forum-support/intro.md @@ -49,23 +49,23 @@ Threads carrying a configured [priority](/docs/support-bot/forum-support/configu At any moment, the bot knows whether a thread is waiting on your team or on the member. This is what drives the reminders, the auto-close timer and how threads are sorted in the staff queue: -| Status | What it means | -| ------------------- | ------------------------------------------------------------------ | -| **New** | Just opened - nobody has claimed or answered it yet. | -| **Waiting on team** | The member is waiting for your team to reply. | -| **Waiting on user** | Your team replied and is now waiting for the member. | +| Status | What it means | +| ------------------- | -------------------------------------------------------------------------- | +| **New** | Just opened - nobody has claimed or answered it yet. | +| **Waiting on team** | The member is waiting for your team to reply. | +| **Waiting on user** | Your team replied and is now waiting for the member. | | **Handed back** | Someone claimed it, then returned it to the queue for another team member. | -| **Closed** | Resolved and closed. | +| **Closed** | Resolved and closed. | ## Main components {#components} -| Component | Purpose | -| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- | -| **Forum channel(s)** | One or more Discord forum channels the bot manages. Each can have its own welcome/close messages, solved tag, locking, topics and overrides. | -| **Staff queue panel** | A live embed posted in a channel of your choice showing unclaimed, in-progress and handed-back threads, with **Claim** / **Assign me** buttons. | -| **Topics (tags)** | Map forum tags to topics for per-topic welcome messages and priority. See [Topics](/docs/support-bot/forum-support/topics). | -| **AI auto-answer** | Optional first-response AI that tries to resolve the thread before a human is involved, with "did this help?" deflect buttons. | -| **Log channel** | Optional channel that receives a close summary plus a transcript file for every closed thread. Can be set globally or per forum channel. | +| Component | Purpose | +| --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | +| **Forum channel(s)** | One or more Discord forum channels the bot manages. Each can have its own welcome/close messages, solved tag, locking, topics and overrides. | +| **Staff queue panel** | A live embed posted in a channel of your choice showing unclaimed, in-progress and handed-back threads, with **Claim** / **Assign me** buttons. | +| **Topics (tags)** | Map forum tags to topics for per-topic welcome messages and priority. See [Topics](/docs/support-bot/forum-support/topics). | +| **AI auto-answer** | Optional first-response AI that tries to resolve the thread before a human is involved, with "did this help?" deflect buttons. | +| **Log channel** | Optional channel that receives a close summary plus a transcript file for every closed thread. Can be set globally or per forum channel. | ## Key features {#features} diff --git a/docs/support-bot/forum-support/support-feedback.md b/docs/support-bot/forum-support/support-feedback.md index 95e4fac8..ddc6d58d 100644 --- a/docs/support-bot/forum-support/support-feedback.md +++ b/docs/support-bot/forum-support/support-feedback.md @@ -24,14 +24,14 @@ Collect a quick star rating from members after their thread closes, so you can m ## Configuration {#configuration} -| Setting | What it does | -| ----------------------------- | ----------------------------------------------------------------------------------------------------------------- | -| **Enable feedback** | Asks members to rate their experience after a thread closes. | -| **Anonymous feedback** | When on, the member's identity isn't stored with their rating. | -| **Send results to a channel** | Posts submitted feedback to a channel of your choice. | -| **Feedback channel** | The channel that receives the results (when the option above is on). | -| **Minimum thread duration** | Only ask for feedback on threads that were open at least this long, so trivial threads are skipped. | -| **Custom questions** | Add your own follow-up questions to the rating modal (short or paragraph answers, optional/required). | +| Setting | What it does | +| ----------------------------- | ----------------------------------------------------------------------------------------------------- | +| **Enable feedback** | Asks members to rate their experience after a thread closes. | +| **Anonymous feedback** | When on, the member's identity isn't stored with their rating. | +| **Send results to a channel** | Posts submitted feedback to a channel of your choice. | +| **Feedback channel** | The channel that receives the results (when the option above is on). | +| **Minimum thread duration** | Only ask for feedback on threads that were open at least this long, so trivial threads are skipped. | +| **Custom questions** | Add your own follow-up questions to the rating modal (short or paragraph answers, optional/required). | The rate-request and post-submission messages are customizable right on this page. diff --git a/docs/support-bot/forum-support/topics.md b/docs/support-bot/forum-support/topics.md index 10ecfb7f..9895d739 100644 --- a/docs/support-bot/forum-support/topics.md +++ b/docs/support-bot/forum-support/topics.md @@ -24,11 +24,11 @@ Topics let you turn your forum channel's **tags** into smart behaviors. A single For each topic you can set: -| Setting | What it does | -| -------------------- | ---------------------------------------------------------------------------------------------------------------------- | -| **Tag** | The forum tag this topic applies to. Threads opened with this tag use the topic's settings. | -| **Welcome message** | A custom welcome posted (and pinned) when a thread opens with this tag, instead of the channel's default welcome. | -| **Priority** | When on, threads with this tag are sorted ahead of everyone else in the [staff queue](/docs/support-bot/forum-support/claiming). | +| Setting | What it does | +| ------------------- | -------------------------------------------------------------------------------------------------------------------------------- | +| **Tag** | The forum tag this topic applies to. Threads opened with this tag use the topic's settings. | +| **Welcome message** | A custom welcome posted (and pinned) when a thread opens with this tag, instead of the channel's default welcome. | +| **Priority** | When on, threads with this tag are sorted ahead of everyone else in the [staff queue](/docs/support-bot/forum-support/claiming). | :::tip Two ways to set priority Marking a topic as priority is the simplest way to prioritize a whole category. If you'd rather prioritize threads by **who** opened them (for example a "Customer" role), use the per-channel [Priority](/docs/support-bot/forum-support/configuration#priority) settings instead - both feed the same queue. diff --git a/docs/support-bot/intro.md b/docs/support-bot/intro.md index a2131c59..e0d775d8 100644 --- a/docs/support-bot/intro.md +++ b/docs/support-bot/intro.md @@ -15,7 +15,7 @@ Whether you're running a small community or a large server with thousands of mem | | [Modmail](/docs/support-bot/modmail/intro) | [Ticket System](/docs/support-bot/ticket-system/intro) | [Forum Support](/docs/support-bot/forum-support/intro) | [Voice Support](/docs/support-bot/voice-support/intro) | | ------------------- | -------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ | | **How it works** | Users open tickets by DMing your bot. Messages are relayed between the user's DMs and a private staff channel. | Users open tickets via buttons, dropdown menus, or commands on your server. A private channel is created for each ticket. | Users post a thread in a public forum channel. AI can answer first, then your team claims and resolves it in the open. | Users join a voice channel to queue up. Staff pull them into their own support voice channels one at a time. | -| **Best for** | Servers that want a private, DM-based support experience. Users don't need to interact in a public channel. | Servers that want a channel-based support flow where everything happens directly on the server. | Servers that want public, self-serve support where answers stay visible and reusable for the whole community. | Servers that want to talk to users over voice - onboarding calls, 1:1 coaching, live troubleshooting. | +| **Best for** | Servers that want a private, DM-based support experience. Users don't need to interact in a public channel. | Servers that want a channel-based support flow where everything happens directly on the server. | Servers that want public, self-serve support where answers stay visible and reusable for the whole community. | Servers that want to talk to users over voice - onboarding calls, 1:1 coaching, live troubleshooting. | | **Unique features** | Anonymous messages, snippets (quick replies), typing relay, message editing/deletion | Per-topic ticket limits, per-topic required roles, button colors per topic | Built-in AI deflection, public threads, tag-based topics, priority queue, write restriction, per-channel log channel & close DM | Priority queue, waiting music, closed-state music, per-call notes & history, debrief form, call thread under dashboard channel | All four systems share [general features](/docs/support-bot/general/bot-configuration) like opening hours, forms, analytics, ticket utilization, estimated wait times, and more. Not sure which is right for you? Check the [Feature Comparison](/docs/support-bot/feature-comparison). diff --git a/docs/support-bot/modmail/basics.md b/docs/support-bot/modmail/basics.md index 97028c0e..856bc369 100644 --- a/docs/support-bot/modmail/basics.md +++ b/docs/support-bot/modmail/basics.md @@ -110,7 +110,7 @@ To use snippets, staff members can: To manage snippets, the following commands are available to staff members: -- `/modmail snippets create key: [form:
]` - Create a new snippet. Enter a new, unused snippet key as the `key` parameter. A dialog then opens where you enter the content, tick **Attach close buttons** to add a close button below the snippet message, and pick a form to attach from the **Attach a form** dropdown (or *None*). The optional `form` slash parameter is only used as a fallback if you have more than 24 forms (too many to fit the dropdown). +- `/modmail snippets create key: [form:]` - Create a new snippet. Enter a new, unused snippet key as the `key` parameter. A dialog then opens where you enter the content, tick **Attach close buttons** to add a close button below the snippet message, and pick a form to attach from the **Attach a form** dropdown (or _None_). The optional `form` slash parameter is only used as a fallback if you have more than 24 forms (too many to fit the dropdown). - `/modmail snippets edit key: [form:]` - Edit an existing snippet. Select an existing snippet key; the same dialog opens pre-filled with the current content, close-button setting, and attached form so you can change them. - `/modmail snippets delete key:` - Delete a snippet permanently. This cannot be undone. - `/modmail snippets preview key:` - Preview a snippet's content and details. @@ -126,70 +126,70 @@ unchanged. #### Ticket author -| Variable | Description | -|---|---| -| `%userID%` | The ticket author's Discord user ID | -| `%userTag%` | The ticket author's username | -| `%userUsername%` | The ticket author's raw username | -| `%userName%` | The ticket author's display name (nickname if set, otherwise username) | -| `%userMention%` | Mentions the ticket author | -| `%userAvatar%` | URL of the ticket author's avatar | -| `%userNickname%` | The ticket author's server nickname | -| `%userCreatedAt%` | When the author's account was created | -| `%userCreatedAtRelative%` | Account creation, relative (e.g. "2 years ago") | -| `%userJoinedAt%` | When the author joined the server | -| `%userJoinedAtRelative%` | Server join, relative | -| `%userHighestRole%` | Name of the author's highest role | -| `%userHighestRoleID%` | ID of the author's highest role | -| `%userRoleColor%` | Hex color of the author's highest role | -| `%userBoostingSince%` | When the author started boosting the server | -| `%userBoostingSinceRelative%` | Boosting since, relative | +| Variable | Description | +| ----------------------------- | ---------------------------------------------------------------------- | +| `%userID%` | The ticket author's Discord user ID | +| `%userTag%` | The ticket author's username | +| `%userUsername%` | The ticket author's raw username | +| `%userName%` | The ticket author's display name (nickname if set, otherwise username) | +| `%userMention%` | Mentions the ticket author | +| `%userAvatar%` | URL of the ticket author's avatar | +| `%userNickname%` | The ticket author's server nickname | +| `%userCreatedAt%` | When the author's account was created | +| `%userCreatedAtRelative%` | Account creation, relative (e.g. "2 years ago") | +| `%userJoinedAt%` | When the author joined the server | +| `%userJoinedAtRelative%` | Server join, relative | +| `%userHighestRole%` | Name of the author's highest role | +| `%userHighestRoleID%` | ID of the author's highest role | +| `%userRoleColor%` | Hex color of the author's highest role | +| `%userBoostingSince%` | When the author started boosting the server | +| `%userBoostingSinceRelative%` | Boosting since, relative | #### Responding staff member -| Variable | Description | -|---|---| -| `%staffID%` | The responding staff member's user ID | -| `%staffTag%` | The staff member's username | -| `%staffUsername%` | The staff member's raw username | -| `%staffName%` | The staff member's display name | -| `%staffMention%` | Mentions the staff member | -| `%staffAvatar%` | URL of the staff member's avatar | -| `%staffNickname%` | The staff member's server nickname | -| `%staffCreatedAt%` | When the staff member's account was created | -| `%staffCreatedAtRelative%` | Account creation, relative | -| `%staffJoinedAt%` | When the staff member joined the server | -| `%staffJoinedAtRelative%` | Server join, relative | -| `%staffHighestRole%` | Name of the staff member's highest role | -| `%staffHighestRoleID%` | ID of the staff member's highest role | -| `%staffRoleColor%` | Hex color of the staff member's highest role | +| Variable | Description | +| -------------------------- | -------------------------------------------- | +| `%staffID%` | The responding staff member's user ID | +| `%staffTag%` | The staff member's username | +| `%staffUsername%` | The staff member's raw username | +| `%staffName%` | The staff member's display name | +| `%staffMention%` | Mentions the staff member | +| `%staffAvatar%` | URL of the staff member's avatar | +| `%staffNickname%` | The staff member's server nickname | +| `%staffCreatedAt%` | When the staff member's account was created | +| `%staffCreatedAtRelative%` | Account creation, relative | +| `%staffJoinedAt%` | When the staff member joined the server | +| `%staffJoinedAtRelative%` | Server join, relative | +| `%staffHighestRole%` | Name of the staff member's highest role | +| `%staffHighestRoleID%` | ID of the staff member's highest role | +| `%staffRoleColor%` | Hex color of the staff member's highest role | #### Ticket -| Variable | Description | -|---|---| -| `%ticketID%` | The ticket's display ID | -| `%ticketTopic%` | The ticket's topic name | -| `%ticketTopicID%` | The ticket's topic ID | -| `%ticketState%` | The ticket's current state | -| `%ticketCreatedAt%` | When the ticket was created | -| `%ticketCreatedAtRelative%` | Ticket creation, relative | -| `%ticketChannel%` | Mentions the ticket channel | -| `%ticketChannelID%` | The ticket channel's ID | -| `%ticketClaimedBy%` | Mentions the staff member the ticket is assigned to | -| `%ticketClaimedByID%` | ID of the assigned staff member | -| `%ticketCustomName%` | The ticket's custom name | +| Variable | Description | +| --------------------------- | --------------------------------------------------- | +| `%ticketID%` | The ticket's display ID | +| `%ticketTopic%` | The ticket's topic name | +| `%ticketTopicID%` | The ticket's topic ID | +| `%ticketState%` | The ticket's current state | +| `%ticketCreatedAt%` | When the ticket was created | +| `%ticketCreatedAtRelative%` | Ticket creation, relative | +| `%ticketChannel%` | Mentions the ticket channel | +| `%ticketChannelID%` | The ticket channel's ID | +| `%ticketClaimedBy%` | Mentions the staff member the ticket is assigned to | +| `%ticketClaimedByID%` | ID of the assigned staff member | +| `%ticketCustomName%` | The ticket's custom name | #### Global These general variables are also available in snippets: -| Variable | Description | -|---|---| -| `%botName%`, `%botID%`, `%botAvatar%`, `%botTag%`, `%botMention%` | Details of the bot | -| `%guildName%`, `%guildID%`, `%guildIcon%` | Details of the server | +| Variable | Description | +| ------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------ | +| `%botName%`, `%botID%`, `%botAvatar%`, `%botTag%`, `%botMention%` | Details of the bot | +| `%guildName%`, `%guildID%`, `%guildIcon%` | Details of the server | | `%timestamp%`, `%shortTime%`, `%longTime%`, `%shortDate%`, `%longDate%`, `%shortDateTime%`, `%longDateTime%`, `%relativeTime%` | The current time in various Discord time formats | -| `%openingHours%` | The rendered opening hours | +| `%openingHours%` | The rendered opening hours | ### Send forms {#send-forms} diff --git a/docs/support-bot/modmail/configuration.md b/docs/support-bot/modmail/configuration.md index f7bb4fa7..c97beeef 100644 --- a/docs/support-bot/modmail/configuration.md +++ b/docs/support-bot/modmail/configuration.md @@ -35,33 +35,33 @@ description: Configure your Discord Modmail system - ticket categories, closing ### Configuration {#main-configuration-configuration} -| Field | Description | -| ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| Enable modmail feature? | Enables or disables the modmail system for your Discord server. | -| Category for new tickets | New tickets are created in this category by default.
Note
_You can set different categories for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | -| Default ticket access permissions | Users with these permissions or roles will be able to see tickets and will be pinged when a new ticket is created. Choose between syncing with the category permissions, selecting custom roles, or restricting access to admins only. | -| Roles with default access permissions | These roles get access to tickets by default and are mentioned when a new ticket is created.
Requirement
_Only available if "Selected roles" is selected for "Default ticket access permissions"._
Note
_You can set different roles for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | -| Log channel | Your bot will automatically send all support-relevant messages to this channel by default.
Note
_You can set different log channels for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | -| Ticket welcome message | This message is sent by default when a user opens a new ticket.
Note
_You can set different messages for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | -| Ticket close message | This message is sent by default when a ticket is closed. | -| New thread ping | Choose who gets pinged when a new ticket is created. Options: "None", "@here", "@everyone", or specific roles. | -| Roles to ping | These roles are mentioned when a new ticket is created.
Requirement
_Only available if "Specific roles" is selected for "New thread ping"._
 | -| Allow staff to edit each other's messages? | If enabled, team members can edit or delete messages sent by other team members in ticket channels. | -| Pin the ticket message? | If enabled (default), the first message in a new ticket channel is pinned. Disable to skip pinning entirely. | -| Only send replies with a prefix (notes by default) | If enabled, messages staff type in a ticket channel stay internal notes and are **not** relayed to the user unless they start with one of the configured reply prefixes (e.g. `!r ` or `+`). Snippets (`!!`) and anonymous replies (`!ar`) are still sent normally.
Note
_Set the accepted reply prefixes in the **Reply prefixes** field shown when this is enabled._
 | -| Enable maintenance mode? | If enabled, no ticket actions can be performed (such as creating/editing/closing tickets).
Note
_Messages can still be sent in already opened tickets._
 | -| Maintenance mode message | This message is sent when a user tries to open a ticket during maintenance mode.
Requirement
_Only available if "Enable maintenance mode?" is enabled._
 | -| Allow non-member messages? | If enabled, users who are not members of your server can still open tickets by messaging the bot. | -| Allow users to open tickets via command? | If enabled, your users can create tickets not only via buttons and dropdown menus, but also with the [`/ticket open`](#main-configuration-commands) command. | -| Allow staff to open tickets on behalf of a user? | If enabled, team members can create a ticket with a user using the [`/ticket admin-open`](#main-configuration-commands) command.
Note
_Restrictions like multiple open tickets or opening hours are bypassed._
 | -| Staff-opened welcome message | This message is sent when a team member opens a ticket on behalf of a user. Use a different welcome message to inform the user that a team member initiated the conversation.
Requirement
_Only available if "Allow staff to open tickets on behalf of a user?" is enabled._
 | -| Allow only one ticket per user (global) | If enabled, a user can have at most one ticket open at a time. | -| AI summary of ticket transcripts | If enabled, after a ticket is closed your bot will automatically send an AI-generated summary of the ticket to the configured log channel.
Note
_This uses your server's [AI credits](https://faq.scnx.app/ki-auf-scnx/) and shares certain data with "modmail.net" (a SCNX product). You can find our privacy policy [here](https://scootk.it/scnx-privacy)._
 | -| Allow team members to rename tickets? | If enabled, team members can rename tickets with the `/ticket rename` or `/modmail rename` command (depending on your prefix setting).
Note
_After a manual rename, the bot can no longer automatically change the ticket name when transferring it (if enabled in [ticket topics](/docs/support-bot/modmail/ticket-topics))._
 | -| Show rename button under ticket message? | If enabled, a button is added under the ticket message so team members can rename the ticket faster.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | -| Rename button text | This text is shown on the button under the ticket message.
Requirement
_Only available if "Show rename button under ticket message?" is enabled._
 | -| Ticket rename message | This message is sent into the ticket channel when a ticket is renamed.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | -| Add /modmail prefix? | If enabled, Modmail commands use the `/modmail` prefix (e.g. `/modmail close`) instead of the `/ticket` prefix for easier distinction. | +| Field | Description | +| -------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| Enable modmail feature? | Enables or disables the modmail system for your Discord server. | +| Category for new tickets | New tickets are created in this category by default.
Note
_You can set different categories for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | +| Default ticket access permissions | Users with these permissions or roles will be able to see tickets and will be pinged when a new ticket is created. Choose between syncing with the category permissions, selecting custom roles, or restricting access to admins only. | +| Roles with default access permissions | These roles get access to tickets by default and are mentioned when a new ticket is created.
Requirement
_Only available if "Selected roles" is selected for "Default ticket access permissions"._
Note
_You can set different roles for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | +| Log channel | Your bot will automatically send all support-relevant messages to this channel by default.
Note
_You can set different log channels for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | +| Ticket welcome message | This message is sent by default when a user opens a new ticket.
Note
_You can set different messages for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/modmail/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/modmail/ticket-topics)._
 | +| Ticket close message | This message is sent by default when a ticket is closed. | +| New thread ping | Choose who gets pinged when a new ticket is created. Options: "None", "@here", "@everyone", or specific roles. | +| Roles to ping | These roles are mentioned when a new ticket is created.
Requirement
_Only available if "Specific roles" is selected for "New thread ping"._
 | +| Allow staff to edit each other's messages? | If enabled, team members can edit or delete messages sent by other team members in ticket channels. | +| Pin the ticket message? | If enabled (default), the first message in a new ticket channel is pinned. Disable to skip pinning entirely. | +| Only send replies with a prefix (notes by default) | If enabled, messages staff type in a ticket channel stay internal notes and are **not** relayed to the user unless they start with one of the configured reply prefixes (e.g. `!r ` or `+`). Snippets (`!!`) and anonymous replies (`!ar`) are still sent normally.
Note
_Set the accepted reply prefixes in the **Reply prefixes** field shown when this is enabled._
 | +| Enable maintenance mode? | If enabled, no ticket actions can be performed (such as creating/editing/closing tickets).
Note
_Messages can still be sent in already opened tickets._
 | +| Maintenance mode message | This message is sent when a user tries to open a ticket during maintenance mode.
Requirement
_Only available if "Enable maintenance mode?" is enabled._
 | +| Allow non-member messages? | If enabled, users who are not members of your server can still open tickets by messaging the bot. | +| Allow users to open tickets via command? | If enabled, your users can create tickets not only via buttons and dropdown menus, but also with the [`/ticket open`](#main-configuration-commands) command. | +| Allow staff to open tickets on behalf of a user? | If enabled, team members can create a ticket with a user using the [`/ticket admin-open`](#main-configuration-commands) command.
Note
_Restrictions like multiple open tickets or opening hours are bypassed._
 | +| Staff-opened welcome message | This message is sent when a team member opens a ticket on behalf of a user. Use a different welcome message to inform the user that a team member initiated the conversation.
Requirement
_Only available if "Allow staff to open tickets on behalf of a user?" is enabled._
 | +| Allow only one ticket per user (global) | If enabled, a user can have at most one ticket open at a time. | +| AI summary of ticket transcripts | If enabled, after a ticket is closed your bot will automatically send an AI-generated summary of the ticket to the configured log channel.
Note
_This uses your server's [AI credits](https://faq.scnx.app/ki-auf-scnx/) and shares certain data with "modmail.net" (a SCNX product). You can find our privacy policy [here](https://scootk.it/scnx-privacy)._
 | +| Allow team members to rename tickets? | If enabled, team members can rename tickets with the `/ticket rename` or `/modmail rename` command (depending on your prefix setting).
Note
_After a manual rename, the bot can no longer automatically change the ticket name when transferring it (if enabled in [ticket topics](/docs/support-bot/modmail/ticket-topics))._
 | +| Show rename button under ticket message? | If enabled, a button is added under the ticket message so team members can rename the ticket faster.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | +| Rename button text | This text is shown on the button under the ticket message.
Requirement
_Only available if "Show rename button under ticket message?" is enabled._
 | +| Ticket rename message | This message is sent into the ticket channel when a ticket is renamed.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | +| Add /modmail prefix? | If enabled, Modmail commands use the `/modmail` prefix (e.g. `/modmail close`) instead of the `/ticket` prefix for easier distinction. | ## Ticket opening messages {#ticket-open-messages} @@ -193,14 +193,14 @@ description: Configure your Discord Modmail system - ticket categories, closing ### Configuration {#auto-close-tickets-configuration} -| Field | Description | -| -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| Automatically close ticket when a user leaves the server | If enabled, your bot automatically closes the ticket if the user leaves your server. | -| Send inactivity notification? | If enabled, your bot sends a warning to the user before automatically closing the ticket, so they have a chance to respond. | -| Notification message | _Only available if "Send inactivity notification?" is enabled._
Customize the warning message your bot sends. Supports the `%autoCloseRelative%` (e.g. "in 24 hours"), `%autoCloseTimestamp%`, `%autoCloseTime%` and `%autoCloseDate%` variables, which show when the ticket will be automatically closed. | -| Notification period | _Only available if "Send inactivity notification?" is enabled._
Set how long the user must be inactive before the warning is sent. Learn the SCNX duration format [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations). | -| Automatically close inactive tickets | If enabled, your bot automatically closes the ticket after user inactivity. | -| Time window for automatically closing tickets | _Only available if "Automatically close inactive tickets" is enabled._
Set how long the user must be inactive before the ticket is closed automatically. Learn the SCNX duration format [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations). | +| Field | Description | +| -------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| Automatically close ticket when a user leaves the server | If enabled, your bot automatically closes the ticket if the user leaves your server. | +| Send inactivity notification? | If enabled, your bot sends a warning to the user before automatically closing the ticket, so they have a chance to respond. | +| Notification message | _Only available if "Send inactivity notification?" is enabled._
Customize the warning message your bot sends. Supports the `%autoCloseRelative%` (e.g. "in 24 hours"), `%autoCloseTimestamp%`, `%autoCloseTime%` and `%autoCloseDate%` variables, which show when the ticket will be automatically closed. | +| Notification period | _Only available if "Send inactivity notification?" is enabled._
Set how long the user must be inactive before the warning is sent. Learn the SCNX duration format [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations). | +| Automatically close inactive tickets | If enabled, your bot automatically closes the ticket after user inactivity. | +| Time window for automatically closing tickets | _Only available if "Automatically close inactive tickets" is enabled._
Set how long the user must be inactive before the ticket is closed automatically. Learn the SCNX duration format [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations). | ## Ticket reminders {#ticket-reminders} diff --git a/docs/support-bot/ticket-system/configuration.md b/docs/support-bot/ticket-system/configuration.md index cc0cd135..15e34b39 100644 --- a/docs/support-bot/ticket-system/configuration.md +++ b/docs/support-bot/ticket-system/configuration.md @@ -35,24 +35,24 @@ description: Configure your Discord ticket system - categories, closing options ### Configuration {#main-configuration-configuration} -| Field | Description | -| ------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| Enable ticket system? | Enables or disables the ticket system. | -| Enable maintenance mode? | If enabled, no actions related to tickets can be performed.
Note
_Actions can still be performed and messages can still be sent in already opened tickets._
 | -| Maintenance mode message | This message is shown when ticket actions are performed during maintenance mode.
Requirement
_Only available if "Enable maintenance mode?" is enabled._
 | -| Allow users to open tickets via command? | If enabled, users can create a new ticket using the command [`/ticket open`](#main-configuration-commands). | -| Allow team members to open tickets on behalf of a user? | If enabled, team members can create a ticket with a user using the command [`/ticket admin-open`](#main-configuration-commands).
Note
_Restrictions like multiple open tickets or opening hours are ignored._
 | -| Category for new tickets | New tickets are created in this category by default.
Note
_You can configure other categories for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | -| Team member roles | These roles get access to tickets by default and are mentioned when a new ticket is created.
Note
_You can configure other roles for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | -| Log channel | All support-relevant messages are sent to this channel.
Note
_You can configure other log channels for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | -| Ticket message | This message is sent into the ticket channel when a new ticket is created. Supports the `%ticketID%` placeholder (the ticket's display ID).
Note
_You can configure other messages for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | -| Pin the ticket message? | If enabled (default), the first message in a new ticket channel is pinned. Disable to skip pinning entirely. | -| Allow only one ticket per user (global) | If enabled, a user can have at most one ticket open at a time.
Note
_You can configure other ticket limits for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | -| AI summary of ticket transcripts | If enabled, an AI-generated summary of the ticket transcript is generated after a ticket is closed.
Note
_This feature uses your server's [AI credit](https://faq.scnx.app/ki-auf-scnx/) and certain data is shared with "modmail.net" (an SCNX product). You can find our privacy policy [here](https://scootk.it/scnx-privacy)._
 | -| Allow team members to rename tickets? | If enabled, team members can rename tickets using the `/ticket rename` command.
Note
_After manually changing the ticket name, it will no longer be changed automatically when transferring the ticket to another topic ([if enabled](/docs/support-bot/ticket-system/ticket-topics))._
 | -| Show rename button under the ticket message? | If enabled, a button to edit the ticket name is added under the ticket message.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | -| Rename button text | This text is shown on the rename button.
Requirement
_Only available if "Show rename button under the ticket message?" is enabled._
 | -| Ticket rename message | This message is sent into the ticket channel when a ticket is renamed.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | +| Field | Description | +| ------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| Enable ticket system? | Enables or disables the ticket system. | +| Enable maintenance mode? | If enabled, no actions related to tickets can be performed.
Note
_Actions can still be performed and messages can still be sent in already opened tickets._
 | +| Maintenance mode message | This message is shown when ticket actions are performed during maintenance mode.
Requirement
_Only available if "Enable maintenance mode?" is enabled._
 | +| Allow users to open tickets via command? | If enabled, users can create a new ticket using the command [`/ticket open`](#main-configuration-commands). | +| Allow team members to open tickets on behalf of a user? | If enabled, team members can create a ticket with a user using the command [`/ticket admin-open`](#main-configuration-commands).
Note
_Restrictions like multiple open tickets or opening hours are ignored._
 | +| Category for new tickets | New tickets are created in this category by default.
Note
_You can configure other categories for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| Team member roles | These roles get access to tickets by default and are mentioned when a new ticket is created.
Note
_You can configure other roles for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| Log channel | All support-relevant messages are sent to this channel.
Note
_You can configure other log channels for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| Ticket message | This message is sent into the ticket channel when a new ticket is created. Supports the `%ticketID%` placeholder (the ticket's display ID).
Note
_You can configure other messages for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| Pin the ticket message? | If enabled (default), the first message in a new ticket channel is pinned. Disable to skip pinning entirely. | +| Allow only one ticket per user (global) | If enabled, a user can have at most one ticket open at a time.
Note
_You can configure other ticket limits for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| AI summary of ticket transcripts | If enabled, an AI-generated summary of the ticket transcript is generated after a ticket is closed.
Note
_This feature uses your server's [AI credit](https://faq.scnx.app/ki-auf-scnx/) and certain data is shared with "modmail.net" (an SCNX product). You can find our privacy policy [here](https://scootk.it/scnx-privacy)._
 | +| Allow team members to rename tickets? | If enabled, team members can rename tickets using the `/ticket rename` command.
Note
_After manually changing the ticket name, it will no longer be changed automatically when transferring the ticket to another topic ([if enabled](/docs/support-bot/ticket-system/ticket-topics))._
 | +| Show rename button under the ticket message? | If enabled, a button to edit the ticket name is added under the ticket message.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | +| Rename button text | This text is shown on the rename button.
Requirement
_Only available if "Show rename button under the ticket message?" is enabled._
 | +| Ticket rename message | This message is sent into the ticket channel when a ticket is renamed.
Requirement
_Only available if "Allow team members to rename tickets?" is enabled._
 | ## Ticket opening message {#ticket-open-messages} @@ -172,7 +172,7 @@ description: Configure your Discord ticket system - categories, closing options | -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Automatically close ticket when a user leaves the server | If enabled, the ticket is automatically closed when the user leaves the server. | | Send inactivity notification? | If enabled, an inactivity warning is sent into the ticket channel. | -| Notification message | This message is sent as the inactivity warning into the ticket channel. Supports the `%autoCloseRelative%` (e.g. "in 24 hours"), `%autoCloseTimestamp%`, `%autoCloseTime%` and `%autoCloseDate%` variables, which show when the ticket will be automatically closed.
Requirement
_Only available if "Send inactivity notification?" is enabled._
 | +| Notification message | This message is sent as the inactivity warning into the ticket channel. Supports the `%autoCloseRelative%` (e.g. "in 24 hours"), `%autoCloseTimestamp%`, `%autoCloseTime%` and `%autoCloseDate%` variables, which show when the ticket will be automatically closed.
Requirement
_Only available if "Send inactivity notification?" is enabled._
 | | Notification period | The user must be inactive for this period to receive the inactivity warning.
Requirement
_Only available if "Send inactivity notification?" is enabled._
Note
_Learn how to set durations in SCNX [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations)._
 | | Automatically close inactive tickets | If enabled, the ticket is automatically closed after inactivity. | | Time window for automatically closing tickets | The user must be inactive for this period to automatically close the ticket.
Requirement
_Only available if "Automatically close inactive tickets" is enabled._
Note
_Learn how to set durations in SCNX [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations)._
 | diff --git a/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/activity-streak.md b/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/activity-streak.md index a6dea340..65349f17 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/activity-streak.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/activity-streak.md @@ -43,7 +43,7 @@ Belohne Nutzer für ihre tägliche, wöchentliche oder monatliche Aktivität mit | `/streak add user:` | Füge einem Nutzer manuell einen Streak-Punkt hinzu. Nur im „Mitarbeiter-verwaltete Streaks?"-Modus verfügbar. Erfordert eine konfigurierte Team-Rolle. | | `/streak remove user:` | Zieht einen Punkt vom Streak-Zähler eines Nutzers ab. Hilfreich, um Fehler zu korrigieren, ohne den Streak vollständig zurückzusetzen. Nur im „Mitarbeiter-verwaltete Streaks?"-Modus verfügbar. Erfordert eine konfigurierte Team-Rolle. | | `/streak reset user:` | Setzt den Streak eines Nutzers vollständig zurück. Dabei werden sowohl der aktuelle Streak als auch alle gespeicherten Backups gelöscht und sämtliche streakbezogenen Rollen entfernt. Nur im „Mitarbeiter-verwaltete Streaks?"-Modus verfügbar. Erfordert eine konfigurierte Team-Rolle. | -| `/streak restore [user:]` | Stelle einen zuvor verlorenen Streak wieder her. Nur verfügbar, wenn die Streak-Wiederherstellung aktiviert ist. Kann nur einmal pro Streak-Verlust und nur innerhalb des konfigurierten Zeitlimits (falls gesetzt) verwendet werden. | +| `/streak restore [user:]` | Stelle einen zuvor verlorenen Streak wieder her. Nur verfügbar, wenn die Streak-Wiederherstellung aktiviert ist. Kann nur einmal pro Streak-Verlust und nur innerhalb des konfigurierten Zeitlimits (falls gesetzt) verwendet werden. | | `/streak leaderboard` | Zeigt die 20 aktivsten Streaks auf dem Server an. Verfügbar sowohl im „Mitarbeiter-verwaltete Streaks?"- als auch im automatischen Modus. | | `/streak hide` | Schaltet die Anzeige deines Streaks in deinem Nickname an oder aus. Nur verfügbar, wenn die Nickname-Anzeige aktiviert ist und die Option „Nutzern erlauben, den Streak im Nickname auszublenden?" eingeschaltet wurde. | diff --git a/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/birthday.md b/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/birthday.md index a73882a4..c7988770 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/birthday.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/custom-bot/modules/community/birthday.md @@ -101,13 +101,13 @@ Die Konfiguration ist im Dashboard in Tabs organisiert – die folgenden Zeilen ### Vor-Geburtstags-Benachrichtigungen -| Feld | Beschreibung | -| ---------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| Vor-Geburtstags-Benachrichtigungen aktivieren? | Falls aktiviert, postet der Bot eine konfigurierbare Anzahl an Tagen vor dem Geburtstag jedes Nutzers eine Benachrichtigung im Geburtstagskanal. | -| (optional) Vor-Geburtstags-Kanal | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Optionaler separater Kanal für Vor-Geburtstags-Erinnerungen. Falls leer, werden sie in den Benachrichtigungs-Kanal (falls gesetzt) oder andernfalls in den Geburtstags-Kanal gesendet. Nutze dies, um Vor-Geburtstags-Erinnerungen von den eigentlichen „Herzlichen Glückwunsch"-Nachrichten zu trennen. | -| Vorlaufzeiten für Vor-Geburtstag (Tage) | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Liste der Vorlaufzeiten (in Tagen) vor einem Geburtstag, an denen eine Benachrichtigung gesendet werden soll. Beispiel: `[1, 7]` sendet sowohl 7 Tage als auch 1 Tag vor dem Geburtstag eine Benachrichtigung. | -| Vor-Geburtstags-Nachricht | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Die Vor-Geburtstags-Nachricht, die für Nutzer gesendet wird, die kein Geburtsjahr angegeben haben. Der Platzhalter `%days%` gibt die Anzahl der verbleibenden Tage an. | -| Vor-Geburtstags-Nachricht mit Alter | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Die Vor-Geburtstags-Nachricht, die für Nutzer gesendet wird, die ein Geburtsjahr angegeben haben. Unterstützt den Platzhalter `%age%` für das Alter, das der Nutzer erreichen wird. | +| Feld | Beschreibung | +| ---------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| Vor-Geburtstags-Benachrichtigungen aktivieren? | Falls aktiviert, postet der Bot eine konfigurierbare Anzahl an Tagen vor dem Geburtstag jedes Nutzers eine Benachrichtigung im Geburtstagskanal. | +| (optional) Vor-Geburtstags-Kanal | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Optionaler separater Kanal für Vor-Geburtstags-Erinnerungen. Falls leer, werden sie in den Benachrichtigungs-Kanal (falls gesetzt) oder andernfalls in den Geburtstags-Kanal gesendet. Nutze dies, um Vor-Geburtstags-Erinnerungen von den eigentlichen „Herzlichen Glückwunsch"-Nachrichten zu trennen. | +| Vorlaufzeiten für Vor-Geburtstag (Tage) | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Liste der Vorlaufzeiten (in Tagen) vor einem Geburtstag, an denen eine Benachrichtigung gesendet werden soll. Beispiel: `[1, 7]` sendet sowohl 7 Tage als auch 1 Tag vor dem Geburtstag eine Benachrichtigung. | +| Vor-Geburtstags-Nachricht | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Die Vor-Geburtstags-Nachricht, die für Nutzer gesendet wird, die kein Geburtsjahr angegeben haben. Der Platzhalter `%days%` gibt die Anzahl der verbleibenden Tage an. | +| Vor-Geburtstags-Nachricht mit Alter | _Nur sichtbar, wenn Vor-Geburtstags-Benachrichtigungen aktiviert sind._ Die Vor-Geburtstags-Nachricht, die für Nutzer gesendet wird, die ein Geburtsjahr angegeben haben. Unterstützt den Platzhalter `%age%` für das Alter, das der Nutzer erreichen wird. | ### Befehle diff --git a/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/message-editor.md b/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/message-editor.md index d6344aa8..5129fa4f 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/message-editor.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/message-editor.md @@ -22,11 +22,10 @@ Beide Editoren bieten eine [Live-Vorschau](#preview), [Parameter-Einfügung](#pa [Kopieren/Einfügen](#copy-paste) und [Nachrichten-Teilen](#share). :::info V4 Verfügbarkeit -Der V4-Editor steht standardmäßig auf allen Servern zur Verfügung. Der V3-Editor bleibt jedoch dauerhaft verfügbar, +Der V4-Editor steht standardmäßig auf allen Servern zur Verfügung. Der V3-Editor bleibt jedoch dauerhaft verfügbar, du kannst selbst bei jeder Nachricht entscheiden, welche Version du nutzen möchtest. ::: - --- ## V3-Editor (Embed-basiert) {#v3} diff --git a/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/trusted-admins.md b/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/trusted-admins.md index 4677b226..90bfa25d 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/trusted-admins.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/scnx/guilds/trusted-admins.md @@ -62,25 +62,25 @@ Trusted-Admin-Dialog angezeigt. Die folgenden Berechtigungen können per Trusted Admin-Berechtigungen vergeben werden: -| Berechtigung | Erklärung | +| Berechtigung | Erklärung | | -------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------- | --------------------------------------------------------------------------------------------- | -| Administrator | Dieser Nutzer kann die meisten Aktionen auf deinem Server ausführen, außer Aktionen welche auf den Server-Eigentümer limitiert sind. | -| Co-Owner (**gefährlich!**, nur verfügbar, wenn die Administrator-Berechtigung auch vergeben wurde) | Dieser Nutzer kann jede Aktion auf deinem Server durchführen, wozu das Erstellen, aber auch Löschen von Bots auf SCNX gehört, der Nutzer kann den Server auch komplett von SCNX entfernen. | -| **Eigener Bot**: Bot-Administrator | Dieser Nutzer hat jegliche verfügbare Berechtigung auf den eigenen Bot des Servers. | -| **Eigener Bot**: Kann Bot-Login nutzen | Dieser Nutzer kann Nachrichten senden, editieren und löschen und kann bestimmte Module im Webpanel des "Als Bot anmelden" nutzen. | -| **Eigener Bot**: Bot-Module aktivieren und deaktivieren | Dieser Nutzer kann Bot-Module aktivieren und deaktivieren. | -| **Eigener Bot**: Konfigurationen & Eigene Befehle ändern und neu laden | Dieser Nutzer kann die Bot-Konfiguration, Fehler und eigene Befehle von deinem Bot Sehen, Bearbeiten und Neuladen. Dazu gehört auch die Möglichkeit, Konfigurationsdateien auf ihren Standardwert zurückzusetzen. | -| **Eigener Bot**: Bot verwalten | Dieser Nutzer kann den Bot neustarten und stoppen, sowie seine Einstellungen und das Bot-Profil ändern. | -| **Modmail-Bot**: Modmail Administrator | Dieser Nutzer hat jede mögliche Berechtigung zum ModMail-Bot. | -| **Modmail-Bot**: Modmail verwalten | Dieser Nutzer kann den Modmail-Bot neustarten und stoppen, sowie seine Einstellungen und das Modmail-Bot Profil ändern. | -| **Modmail-Bot**: Modmail-Konfiguration bearbeiten und neu laden | Dieser Nutzer kann die Konfiguration sowie Fehler sehen, neuladen und editieren. | -| **Modmail-Bot**: Modmail-Bewertungen anzeigen | Dieser Nutzer kann Modmail Support-Bewertungen und Ergebnisberichte ansehen. | -| **Modmail-Bot**: Modmail-Statistiken anzeigen | Dieser Nutzer kann die Modmail-Statistiken einsehen. | -| **Verknüpfte Rollen**: Verknüpfte Rollen Administrator | Dieser Nutzer hat jede verfügbare Berechtigungen auf verknüpfte Rollen. | -| **Verknüpfte Rollen**: Verknüpfte Rollen von Nutzern verwalten | Dieser Nutzer kann verknüpfte Rollen von jedem Nutzer auf deinem Server verwalten. | -| **Verknüpfte Rollen** Verknüpfte Rollen Konfiguration und Rollen verwalten | Dieser Nutzer kann die Konfiguration von verknüpften Rollen verwalten und verknüpfte Rollen ändern. | **Backups**: Verwalte Backups | Dieser Nutzer kann Backups erstellen, exportieren, löschen und seine Einstellungen verändern. | -| **Statistiken**: Anzeigen und Verwenden von Analysen | Dieser Nutzer kann deine Server Statistiken anzeigen und verwenden. | -| **Integrationen**: Integrationen ansehen & bearbeiten | Dieser Nutzer kann alle Funktionen jeglicher Integrationen anschauen und editieren, aber keine neuen Integrationen hinzufügen. | +| Administrator | Dieser Nutzer kann die meisten Aktionen auf deinem Server ausführen, außer Aktionen welche auf den Server-Eigentümer limitiert sind. | +| Co-Owner (**gefährlich!**, nur verfügbar, wenn die Administrator-Berechtigung auch vergeben wurde) | Dieser Nutzer kann jede Aktion auf deinem Server durchführen, wozu das Erstellen, aber auch Löschen von Bots auf SCNX gehört, der Nutzer kann den Server auch komplett von SCNX entfernen. | +| **Eigener Bot**: Bot-Administrator | Dieser Nutzer hat jegliche verfügbare Berechtigung auf den eigenen Bot des Servers. | +| **Eigener Bot**: Kann Bot-Login nutzen | Dieser Nutzer kann Nachrichten senden, editieren und löschen und kann bestimmte Module im Webpanel des "Als Bot anmelden" nutzen. | +| **Eigener Bot**: Bot-Module aktivieren und deaktivieren | Dieser Nutzer kann Bot-Module aktivieren und deaktivieren. | +| **Eigener Bot**: Konfigurationen & Eigene Befehle ändern und neu laden | Dieser Nutzer kann die Bot-Konfiguration, Fehler und eigene Befehle von deinem Bot Sehen, Bearbeiten und Neuladen. Dazu gehört auch die Möglichkeit, Konfigurationsdateien auf ihren Standardwert zurückzusetzen. | +| **Eigener Bot**: Bot verwalten | Dieser Nutzer kann den Bot neustarten und stoppen, sowie seine Einstellungen und das Bot-Profil ändern. | +| **Modmail-Bot**: Modmail Administrator | Dieser Nutzer hat jede mögliche Berechtigung zum ModMail-Bot. | +| **Modmail-Bot**: Modmail verwalten | Dieser Nutzer kann den Modmail-Bot neustarten und stoppen, sowie seine Einstellungen und das Modmail-Bot Profil ändern. | +| **Modmail-Bot**: Modmail-Konfiguration bearbeiten und neu laden | Dieser Nutzer kann die Konfiguration sowie Fehler sehen, neuladen und editieren. | +| **Modmail-Bot**: Modmail-Bewertungen anzeigen | Dieser Nutzer kann Modmail Support-Bewertungen und Ergebnisberichte ansehen. | +| **Modmail-Bot**: Modmail-Statistiken anzeigen | Dieser Nutzer kann die Modmail-Statistiken einsehen. | +| **Verknüpfte Rollen**: Verknüpfte Rollen Administrator | Dieser Nutzer hat jede verfügbare Berechtigungen auf verknüpfte Rollen. | +| **Verknüpfte Rollen**: Verknüpfte Rollen von Nutzern verwalten | Dieser Nutzer kann verknüpfte Rollen von jedem Nutzer auf deinem Server verwalten. | +| **Verknüpfte Rollen** Verknüpfte Rollen Konfiguration und Rollen verwalten | Dieser Nutzer kann die Konfiguration von verknüpften Rollen verwalten und verknüpfte Rollen ändern. | **Backups**: Verwalte Backups | Dieser Nutzer kann Backups erstellen, exportieren, löschen und seine Einstellungen verändern. | +| **Statistiken**: Anzeigen und Verwenden von Analysen | Dieser Nutzer kann deine Server Statistiken anzeigen und verwenden. | +| **Integrationen**: Integrationen ansehen & bearbeiten | Dieser Nutzer kann alle Funktionen jeglicher Integrationen anschauen und editieren, aber keine neuen Integrationen hinzufügen. | Außerdem verfügt jeder Trusted-Admin über eine **Basis von Berechtigungen**: diff --git a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md index 2c67d2ac..b2658809 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md @@ -10,18 +10,18 @@ Der SCNX Support-Bot bietet vier Support-Systeme. Du kannst beliebige Kombinatio ## Auf einen Blick {#at-a-glance} -| | Modmail | Ticket-System | Forum-Support | Sprachsupport | -| -------------------------------- | --------------------- | -------------------------- | -------------------------------- | ------------------------- | -| **Wie Mitglieder dich erreichen** | DM an den Bot | Knopf anklicken | Beitrag in einem öffentlichen Forum | Einem Sprachkanal beitreten | -| **Sichtbarkeit** | Privat | Privater Kanal | **Öffentlicher Thread** | Privater Sprachkanal | -| **Art der Konversation** | Text (weitergeleitet) | Text (im Kanal) | Text (öffentlich) | Live-Sprache | -| **Eingebaute KI-Erstantwort** | ➖ (über AI FAQ) | ➖ (über AI FAQ) | ✅ | ❌ | -| **Gemeinsame Warteschlange & Claiming** | ✅ | ✅ | ✅ | ✅ (Nächsten holen) | -| **Auto-Schließen & SLA-Erinnerungen** | ✅ | ✅ | ✅ | ➖ | -| **Feedback & Sternebewertungen** | ✅ | ✅ | ✅ | ✅ | -| **Statistiken & Wartezeit** | ✅ | ✅ | ✅ | ✅ | -| **Am besten für** | Privater 1:1-Support | Strukturierte private Tickets | Öffentliche, wiederverwendbare Antworten | Echtzeit-Sprachsupport | -| **Verfügbarkeit** | Alle Support-Bot-Pläne | Alle Support-Bot-Pläne | Early-Access-Vorschau | Early-Access-Vorschau | +| | Modmail | Ticket-System | Forum-Support | Sprachsupport | +| --------------------------------------- | ---------------------- | ----------------------------- | ---------------------------------------- | --------------------------- | +| **Wie Mitglieder dich erreichen** | DM an den Bot | Knopf anklicken | Beitrag in einem öffentlichen Forum | Einem Sprachkanal beitreten | +| **Sichtbarkeit** | Privat | Privater Kanal | **Öffentlicher Thread** | Privater Sprachkanal | +| **Art der Konversation** | Text (weitergeleitet) | Text (im Kanal) | Text (öffentlich) | Live-Sprache | +| **Eingebaute KI-Erstantwort** | ➖ (über AI FAQ) | ➖ (über AI FAQ) | ✅ | ❌ | +| **Gemeinsame Warteschlange & Claiming** | ✅ | ✅ | ✅ | ✅ (Nächsten holen) | +| **Auto-Schließen & SLA-Erinnerungen** | ✅ | ✅ | ✅ | ➖ | +| **Feedback & Sternebewertungen** | ✅ | ✅ | ✅ | ✅ | +| **Statistiken & Wartezeit** | ✅ | ✅ | ✅ | ✅ | +| **Am besten für** | Privater 1:1-Support | Strukturierte private Tickets | Öffentliche, wiederverwendbare Antworten | Echtzeit-Sprachsupport | +| **Verfügbarkeit** | Alle Support-Bot-Pläne | Alle Support-Bot-Pläne | Early-Access-Vorschau | Early-Access-Vorschau | :::info Legende ✅ unterstützt  ·  ❌ nicht unterstützt  ·  ➖ für die Funktionsweise dieses Systems nicht relevant @@ -46,38 +46,38 @@ Die ausführlichen Tabellen unten vergleichen die drei **textbasierten** Systeme ## Nachrichten & Kommunikation -| | Modmail | Ticket-System | Forum-Support | -| ----------------------------------------------------- | :-----: | :-----------: | :-----------: | -| Konversation findet direkt im Kanal/Thread statt | ❌ | ✅ | ✅ | -| Nachrichten werden per DM weitergeleitet | ✅ | ❌ | ➖ | -| Anonyme Team-Nachrichten | ✅ | ❌ | ❌ | -| Snippets (wiederverwendbare Schnellantworten) | ✅ | ❌ | ❌ | -| Anpassbare Bot-Nachrichten (Willkommen, Schließen ...) | ✅ | ✅ | ✅ | -| Thread nur für Ersteller & Team | ❌ | ➖ | ✅ | -| Knopf „Frühere Tickets ansehen" | ✅ | ❌ | ❌ | +| | Modmail | Ticket-System | Forum-Support | +| ------------------------------------------------------ | :-----: | :-----------: | :-----------: | +| Konversation findet direkt im Kanal/Thread statt | ❌ | ✅ | ✅ | +| Nachrichten werden per DM weitergeleitet | ✅ | ❌ | ➖ | +| Anonyme Team-Nachrichten | ✅ | ❌ | ❌ | +| Snippets (wiederverwendbare Schnellantworten) | ✅ | ❌ | ❌ | +| Anpassbare Bot-Nachrichten (Willkommen, Schließen ...) | ✅ | ✅ | ✅ | +| Thread nur für Ersteller & Team | ❌ | ➖ | ✅ | +| Knopf „Frühere Tickets ansehen" | ✅ | ❌ | ❌ | ## Ticket-Verwaltung -| | Modmail | Ticket-System | Forum-Support | -| ------------------------------------------ | :---------------: | :-----------: | :-----------: | -| Themen / Kategorien | ✅ | ✅ | ✅ | -| Claiming / Zuweisung | ✅ | ✅ | ✅ | -| Beanspruchtes zurück in die Warteschlange | ➖ | ➖ | ✅ | -| Halten / pausieren | ✅ | ✅ | ❌ | -| Umbenennen | ✅ | ✅ | ➖ | -| Zusätzliche Mitglieder | ✅ | ✅ | ➖ | -| Geplantes Schließen | ✅ | ✅ | ❌ | -| Schließanfragen (Bestätigung Nutzer/Team) | ✅ | ✅ | ❌ | -| Schließgründe (eigene & vordefinierte) | ✅ | ❌ | ❌ | -| Limit: ein Ticket pro Nutzer | ✅ | ✅ | ❌ | -| Priorität pro Thema | ❌ | ❌ | ✅ | -| Priorität nach Mitglieder-Rolle | ❌ | ❌ | ✅ | -| Knopf „Schließen" / „Als gelöst markieren" | ✅ | ✅ | ✅ | -| „Gelöst"-Tag beim Schließen anwenden | ➖ | ➖ | ✅ | -| Beim Schließen archivieren | ✅ | ❌ | ✅ | -| Geschlossene wieder öffnen | ✅ | ❌ | ❌ | -| DM-Bestätigung beim Schließen | ✅ | ✅ | ✅ | -| Transkript an Schließ-DM anhängen | ✅ | ✅ | ✅ | +| | Modmail | Ticket-System | Forum-Support | +| ------------------------------------------ | :-----: | :-----------: | :-----------: | +| Themen / Kategorien | ✅ | ✅ | ✅ | +| Claiming / Zuweisung | ✅ | ✅ | ✅ | +| Beanspruchtes zurück in die Warteschlange | ➖ | ➖ | ✅ | +| Halten / pausieren | ✅ | ✅ | ❌ | +| Umbenennen | ✅ | ✅ | ➖ | +| Zusätzliche Mitglieder | ✅ | ✅ | ➖ | +| Geplantes Schließen | ✅ | ✅ | ❌ | +| Schließanfragen (Bestätigung Nutzer/Team) | ✅ | ✅ | ❌ | +| Schließgründe (eigene & vordefinierte) | ✅ | ❌ | ❌ | +| Limit: ein Ticket pro Nutzer | ✅ | ✅ | ❌ | +| Priorität pro Thema | ❌ | ❌ | ✅ | +| Priorität nach Mitglieder-Rolle | ❌ | ❌ | ✅ | +| Knopf „Schließen" / „Als gelöst markieren" | ✅ | ✅ | ✅ | +| „Gelöst"-Tag beim Schließen anwenden | ➖ | ➖ | ✅ | +| Beim Schließen archivieren | ✅ | ❌ | ✅ | +| Geschlossene wieder öffnen | ✅ | ❌ | ❌ | +| DM-Bestätigung beim Schließen | ✅ | ✅ | ✅ | +| Transkript an Schließ-DM anhängen | ✅ | ✅ | ✅ | ## Automatisierung @@ -97,28 +97,28 @@ Die ausführlichen Tabellen unten vergleichen die drei **textbasierten** Systeme ## Feedback, Statistiken & Überwachung -| | Modmail | Ticket-System | Forum-Support | -| ---------------------------------------- | :-----: | :-----------: | :-----------: | -| Support-Feedback / Sternebewertungen | ✅ | ✅ | ✅ | -| Eigene Feedback-Fragen | ✅ | ✅ | ✅ | -| Anonymes Feedback | ✅ | ✅ | ✅ | -| Bewertungen im Dashboard sichtbar | ✅ | ✅ | ✅ | -| Statistik-Dashboard | ✅ | ✅ | ✅ | -| Statistik-Slash-Befehl | ✅ | ✅ | ✅ | -| Statistik-Kanäle | ✅ | ✅ | ❌ | -| Ticket-Auslastung (Kapazitätsüberwachung) | ✅ | ✅ | ✅ | -| Geschätzte Wartezeit | ✅ | ✅ | ✅ | -| KI-Zusammenfassungen | ✅ | ✅ | ✅ | +| | Modmail | Ticket-System | Forum-Support | +| ----------------------------------------- | :-----: | :-----------: | :-----------: | +| Support-Feedback / Sternebewertungen | ✅ | ✅ | ✅ | +| Eigene Feedback-Fragen | ✅ | ✅ | ✅ | +| Anonymes Feedback | ✅ | ✅ | ✅ | +| Bewertungen im Dashboard sichtbar | ✅ | ✅ | ✅ | +| Statistik-Dashboard | ✅ | ✅ | ✅ | +| Statistik-Slash-Befehl | ✅ | ✅ | ✅ | +| Statistik-Kanäle | ✅ | ✅ | ❌ | +| Ticket-Auslastung (Kapazitätsüberwachung) | ✅ | ✅ | ✅ | +| Geschätzte Wartezeit | ✅ | ✅ | ✅ | +| KI-Zusammenfassungen | ✅ | ✅ | ✅ | ## Weitere Funktionen -| | Modmail | Ticket-System | Forum-Support | -| ------------------------------------ | :-----: | :-----------: | :-----------: | -| Eigene Formulare / Modal-Dialoge | ✅ | ✅ | ❌ | -| Blockierungsliste (mit Dauer & Grund) | ✅ | ✅ | ✅ | -| modmail.net-Transkript-Integration | ✅ | ✅ | ✅ | -| Log-Kanal pro Vorgang | ➖ | ➖ | ✅ | -| Eigenes Bot-Branding (Footer & Bild) | ✅ | ✅ | ✅ | -| Wartungsmodus | ✅ | ✅ | ✅ | -| Mehrere Kanäle / Oberflächen | ➖ | ➖ | ✅ | -| Support für Nicht-Server-Mitglieder | ✅ | ❌ | ❌ | +| | Modmail | Ticket-System | Forum-Support | +| ------------------------------------- | :-----: | :-----------: | :-----------: | +| Eigene Formulare / Modal-Dialoge | ✅ | ✅ | ❌ | +| Blockierungsliste (mit Dauer & Grund) | ✅ | ✅ | ✅ | +| modmail.net-Transkript-Integration | ✅ | ✅ | ✅ | +| Log-Kanal pro Vorgang | ➖ | ➖ | ✅ | +| Eigenes Bot-Branding (Footer & Bild) | ✅ | ✅ | ✅ | +| Wartungsmodus | ✅ | ✅ | ✅ | +| Mehrere Kanäle / Oberflächen | ➖ | ➖ | ✅ | +| Support für Nicht-Server-Mitglieder | ✅ | ❌ | ❌ | diff --git a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md index 4f312897..a9831325 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md @@ -12,11 +12,11 @@ Egal ob du eine kleine Community oder einen großen Server mit tausenden Mitglie ## Vier Systeme, ein Bot {#two-systems} -| | [Modmail](/de/docs/support-bot/modmail/intro) | [Ticket-System](/de/docs/support-bot/ticket-system/intro) | [Forum-Support](/de/docs/support-bot/forum-support/intro) | [Voice Support](/de/docs/support-bot/voice-support/intro) | -| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | -| **So funktioniert's** | Nutzer erstellen Tickets, indem sie deinem Bot eine DM senden. Nachrichten werden zwischen den DMs des Nutzers und einem privaten Team-Kanal weitergeleitet. | Nutzer erstellen Tickets über Knöpfe, Dropdown-Menüs oder Befehle auf deinem Server. Für jedes Ticket wird ein privater Kanal erstellt. | Nutzer posten einen Thread in einem öffentlichen Forum-Kanal. Die KI kann zuerst antworten, dann beansprucht und löst ihn dein Team öffentlich. | Nutzer treten einem Sprachkanal bei, um sich in die Warteschlange zu stellen. Teammitglieder holen sie nacheinander in ihre eigenen Support-Sprachkanäle. | -| **Ideal für** | Server, die eine private, DM-basierte Support-Erfahrung wollen. Nutzer müssen nicht in einem öffentlichen Kanal interagieren. | Server, die einen kanalbasierten Support-Ablauf wollen, bei dem alles direkt auf dem Server passiert. | Server, die öffentlichen, selbstständigen Support wollen, bei dem Antworten für die ganze Community sichtbar und wiederverwendbar bleiben. | Server, die mit Nutzern per Voice sprechen möchten - Onboarding-Gespräche, 1:1-Coaching, Live-Fehlersuche. | -| **Einzigartige Features** | Anonyme Nachrichten, Snippets (Schnellantworten), Tipp-Weiterleitung, Bearbeiten/Löschen von Nachrichten | Ticket-Limits pro Thema, benötigte Rollen pro Thema, Knopffarben pro Thema | Eingebaute KI-Deflection, öffentliche Threads, Tag-basierte Themen, Priority-Warteschlange, Schreib-Einschränkung, Log-Kanal & Schließ-DM pro Kanal | Priority-Warteschlange, Wartemusik, Closed-State-Musik, Notizen & Verlauf pro Anruf, Debrief-Formular, Anruf-Thread im Dashboard-Kanal | +| | [Modmail](/de/docs/support-bot/modmail/intro) | [Ticket-System](/de/docs/support-bot/ticket-system/intro) | [Forum-Support](/de/docs/support-bot/forum-support/intro) | [Voice Support](/de/docs/support-bot/voice-support/intro) | +| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | +| **So funktioniert's** | Nutzer erstellen Tickets, indem sie deinem Bot eine DM senden. Nachrichten werden zwischen den DMs des Nutzers und einem privaten Team-Kanal weitergeleitet. | Nutzer erstellen Tickets über Knöpfe, Dropdown-Menüs oder Befehle auf deinem Server. Für jedes Ticket wird ein privater Kanal erstellt. | Nutzer posten einen Thread in einem öffentlichen Forum-Kanal. Die KI kann zuerst antworten, dann beansprucht und löst ihn dein Team öffentlich. | Nutzer treten einem Sprachkanal bei, um sich in die Warteschlange zu stellen. Teammitglieder holen sie nacheinander in ihre eigenen Support-Sprachkanäle. | +| **Ideal für** | Server, die eine private, DM-basierte Support-Erfahrung wollen. Nutzer müssen nicht in einem öffentlichen Kanal interagieren. | Server, die einen kanalbasierten Support-Ablauf wollen, bei dem alles direkt auf dem Server passiert. | Server, die öffentlichen, selbstständigen Support wollen, bei dem Antworten für die ganze Community sichtbar und wiederverwendbar bleiben. | Server, die mit Nutzern per Voice sprechen möchten - Onboarding-Gespräche, 1:1-Coaching, Live-Fehlersuche. | +| **Einzigartige Features** | Anonyme Nachrichten, Snippets (Schnellantworten), Tipp-Weiterleitung, Bearbeiten/Löschen von Nachrichten | Ticket-Limits pro Thema, benötigte Rollen pro Thema, Knopffarben pro Thema | Eingebaute KI-Deflection, öffentliche Threads, Tag-basierte Themen, Priority-Warteschlange, Schreib-Einschränkung, Log-Kanal & Schließ-DM pro Kanal | Priority-Warteschlange, Wartemusik, Closed-State-Musik, Notizen & Verlauf pro Anruf, Debrief-Formular, Anruf-Thread im Dashboard-Kanal | Alle vier Systeme teilen sich [allgemeine Funktionen](/de/docs/support-bot/general/bot-configuration) wie Öffnungszeiten, Formulare, Statistiken, Ticketauslastung, geschätzte Wartezeiten und mehr. Nicht sicher, welches System das richtige ist? Schau dir den [Feature-Vergleich](/de/docs/support-bot/feature-comparison) an.