DocsGetting started
Introduction
What Sortr is, how a ticket travels from a panel post to a private channel and back out, and the words these docs use.
Sortr is a ticket bot for Discord. Members press a button on a post in your server, and Sortr opens a private channel where they and your support team can sort things out.
You set everything up in the dashboard, with a preview of what members will see. One Discord sign-in covers every server you run. Only the server owner and members with the Administrator permission can set Sortr up. Your staff and members work with tickets inside Discord.
#How a ticket flows
- You post a panel. In the dashboard you set up a panel and send it to a channel. Members see a message with a button under it. When you offer several kinds of ticket, it has several buttons or a menu.
- A member presses it. Sortr checks that the button is meant for them and that the panel's limits and rules allow a new ticket, shows the panel's questions if you have switched them on, then creates a text channel such as
ticket-0042in the category you picked. - They talk in private. Only the member, your support roles and your server's admins can see the channel. Sortr posts an opening message that mentions the member and your support roles, pins it, and puts a Close button under it.
- Someone closes it. The member or your support team presses Close. Sortr locks the member, and anyone added, out of the channel, renames it, for example to
closed-renoakley, and moves it to your closed category if you have one. Bots keep their access. If Discord refuses Sortr in that channel, for example when its role lacks Manage Permissions there, taking the channel away can fail, and the event log then names who may still be in. Sortr also saves a transcript at this point, unless you have chosen to save it when the ticket is deleted instead. - Support finishes up. Under the closed notice, support can reopen the ticket, save a transcript, or delete the channel for good.
This is what a brand new panel called Support looks like in Discord, with one support role picked and nothing else changed:
Every part of it can be changed: the text, the button, what happens when it is pressed, and what Sortr says along the way. How tickets work goes through each stage in detail.
#Words we use
| Word | What it means |
|---|---|
| Panel | One kind of ticket with its own settings: who answers it, where its channels go, what Sortr says, which questions it asks and its limits. A panel can also have a post in a channel for members to press. A server can have up to 25. See Panels. |
| Option | One button, or one entry in a menu, under a panel's post. Each option opens a ticket with the settings of the panel it points at, so one post can offer several ticket types, such as Support, Billing and Report a player. An option can be for everyone or only for some roles. Options are set under Buttons. |
| Ticket | A private text channel Sortr creates for one member's request. Tickets are numbered across the whole server, shared by every panel. |
| Support team, support roles | The roles you pick under Who can see it. They see and answer that panel's tickets. Server admins can always see every ticket too. See Who can see it. |
| Transcript | A saved copy of a ticket's conversation. Sortr can keep it on its own site, post it as a file in a channel, and send it to the member, in any mix. It is saved when the ticket closes or when it is deleted, whichever you choose. See Transcripts. |
| Event log, log channel | A record of what happens: tickets opened, closed and deleted, settings changed, permissions missing. Sortr posts each event to the log channel you pick. See Event log. |
| Dashboard | The website at sortr.xyz/dashboard where you sign in with Discord and set everything up. See The dashboard. |
#Where to next
Staff who answer tickets can start at Working a ticket, and members at Opening a ticket. If your server uses Ticket Tool today, Switching from Ticket Tool brings its setup over.