Ticket Management Overhaul
Expanded the Discord support system with AI intake, structured staff controls, customer communication tools, ticket organization, and transcript delivery.
Everything in this update.
Changes are grouped by what happened, with the useful detail kept directly beside each item.
Added
Something new was introduced.
Ticket control bar
Added Claim, Status, Manage, and Close controls for staff working active tickets.
AI intake
Added AI-assisted ticket intake with follow-up questions and staff handoff controls.
Inactivity reminders
Added configurable inactivity reminders with staff override controls.
Management modal
Added controls for AI state, reminder state, priority, internal tags, adding/removing users, staff transfer, ticket-reason editing, store/purchase lookup, and direct customer messaging.
Ticket type movement
Added support for moving tickets between ticket types/categories without rebuilding the ticket.
Transcript close flow
Added online transcript links and post-close rating support for customers when tickets are completed.
Improved
An existing system was made better.
Ticket organization
Improved ticket naming, staff ownership, status handling, and management workflow so active support work is easier to track.
Commission status presentation
Improved commission ticket status presentation with larger emoji treatment and clearer headings.