Opening a ticket

A ticket is a private channel where you and a server's support team can talk. This page is for members, and for admins who want to know what their members see.

#Open a ticket

1. Find the panel. It is a message from Sortr with one or more buttons under it, or a menu. Each option can open a different kind of ticket, for example Billing or Report a player.
2. Press a button, or pick from the menu. If the server asks questions first, a form opens. See If the server asks questions.
3. Follow the link. Sortr answers with a message only you can see: Ticket 0042 opened, followed by a link to your new channel. Press the link to go there.

This is a panel as a new server sees it, before anyone has changed Sortr's default text:

Servers can reword the panel and every message on this page, so yours may read differently.

#If the server asks questions

Some servers ask up to five questions first, in a Discord form over the chat. Nothing is created until you submit it; close it and nothing happens. Sortr checks the rules below again when you submit, so a form left open for a long time can still be refused. Your answers appear in the new ticket under the opening message, unless the server switched that off. An optional question you leave blank reads "No answer" there. If the server also sends answers to its own Google Sheet or a webhook, the opening message ends with a line that says so, such as "Your answers are also sent to this server's own tools (a Google Sheet)."

A question may ask you to attach files, such as screenshots. Drag them into its box, or browse for them on your device. The question says how many you can add, and some take only images, or images and videos. Attaching files needs an up-to-date Discord app. Once your ticket is open, Sortr posts your files in the channel, under the first message, with the question and your name above them, and your answers read "2 files attached" for that question, with the files' names. A file Sortr cannot post there, for example one that is too big for the server or not the kind the question takes, is named instead, with the reason, and you can post it in the channel yourself.

#Your ticket channel

The new channel is called ticket-0042 by default, with the next number in the server. Only you, the support roles for that kind of ticket, the server's administrators and anyone added to it later can see it. Other members cannot see your ticket, and you cannot see theirs. By default you can write, upload files and add reactions, but not ping @everyone or @here.

The first message in the channel mentions you and the support team, and is pinned by default so it stays easy to find. It has a Close button under it:

If Sortr can't post that message, for example while it is sending a lot of images at once, it posts a short one in its place: "@ren.oakley Your ticket is open. The support team can see your ticket here.", with the Close button.

#When Sortr cannot open a ticket

If Sortr will not open a ticket, it tells you why in a message only you can see, and no ticket or form opens. It checks in this order and tells you the first reason that applies. Limits and waiting times count per kind of ticket, so reaching one never stops you opening a different kind.

Every button and menu option on a panel is visible to everyone, because Discord cannot hide a button from a role. So you may see an option that is not for you. When a button opens a different kind of ticket from the panel it sits on, a role blocked on that panel is refused before anything else is checked. Admins set who can use each option under Buttons, and the other rules under Limits and rules.

#Other messages you might see

These cannot be reworded by the server:

#When your ticket closes

You can close your ticket yourself with Close, unless the server changed that. Sortr asks first, in a message only you see: Close this ticket? with Close ticket and Cancel. Staff can close it too, and some servers close tickets automatically when nobody has written for a while. If Sortr can no longer manage the ticket's channel, nothing is closed and it says "Sortr can't manage this ticket's channel any more, so it can't close it. Let the server's staff know."

When the ticket closes:

• The channel disappears from your list. You and anyone added to the ticket lose access. The channel stays for the support team. 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.
• You may get a direct message, Your ticket was closed, if the server switched it on. It is off by default.
• You may get the transcript by direct message, if the server switched it on: a file that opens in any browser when it is small enough to attach, and a Direct Link button when the server keeps a copy on sortr.xyz. It arrives when the ticket closes, or when the ticket is deleted if the server chose that. From a ticket in an age-restricted (18+) channel no file is attached, only the link, with the line "This ticket was in an age-restricted (18+) channel, so the transcript isn't attached. The link asks you to confirm you're 18 or older."

Nothing arrives if your Discord privacy settings block direct messages from that server's members, or if Sortr has already sent you several direct messages in the last hour.

#Reading your transcript

Press Direct Link and sign in with Discord. Only you and the server's owner and administrators can open it. Your copy ends when the ticket closed, so nothing staff wrote afterwards is in it. Times are in UTC. Pictures and files are links to Discord and can stop working after a while. The server decides how long sortr.xyz keeps it: 90 days unless it changed that. If the server removes Sortr, the copy is deleted 30 days later. A ticket from an age-restricted channel opens with "18+ content. This ticket was in an age-restricted channel. Open it only if you are 18 or older." Press I'm 18 or older, show it to read it.

#If your ticket is reopened

Staff can reopen a closed ticket. You get the channel back with its history, and Sortr posts Ticket reopened and mentions you so you find it. If Discord refuses Sortr in that channel, for example when its role lacks Manage Permissions there, letting you back can fail, and the event log then names who is still locked out. You can also open a new ticket, subject to the rules above.

#Report a problem

For a problem with your ticket, ask the server's staff first: they run the server and its tickets. To report a problem with Sortr itself, or someone using Sortr to harm or mislead members, such as a form asking for your password, write to team@sortr.xyz. /help in any server with Sortr gives the same address, and so does the bottom of every transcript page on sortr.xyz. Never send your password or a login code to anyone, whatever they say. You can also report a server or a message to Discord.