Variables

Variables are placeholders in curly brackets, like {user} or {ticket.number}. Sortr swaps each one for the real value when it sends a message, so one message can greet every member by name.

#How variables work

Type a variable anywhere in a message, or press one of the buttons under the Message and Description boxes. Those buttons list the variables that make sense for the message you are editing, and resting the pointer on one says what it holds in that message. For example:

Thanks {user.name}. Ticket {ticket.number} is with {staff.roles}.

becomes "Thanks Ren Oakley. Ticket 0042 is with @Support."

• Variables work in the message text and in every text part of an embed: author name, title, description, field names and values, and footer text. They are not filled in the Title link or Author link boxes, which take only a whole web address.
• The preview shows your real server name, panel name and support roles, and example values for the rest.
• A variable with nothing to fill it, such as {ticket.number} before a ticket exists, comes out blank.
• Write them exactly as shown, in lower case with the dots. Anything else in curly brackets is left as you typed it.
• Names, reasons and answers that members typed never ping anyone, even if they contain @everyone.
• Member names, reasons and answers are shown as typed. A name like {staff.roles} stays that text and does not become pings, a {create.form.1} typed into a /close reason stays that text too, and a masked link such as [click here](https://example.com) in a name, reason or answer shows as text, not as a link.

Below, "every ticket message" means the opening message and every message on Ticket Messages. "The refusal messages" are the seven shown when a ticket cannot open: Open ticket limit reached, Panel is full, Closed ticket limit reached, Opening too quickly, Blocked from opening tickets, Not for their role and Outside support hours.

#Server

#Panel

#The member

In most messages the member is the ticket owner. The exceptions: in the Close confirmation it is whoever pressed Close, in Member added and Member removed it is the person added or removed, and in the refusal messages it is the member who tried to open a ticket. Leave them out of the panel message: nobody has opened a ticket when it is posted.

#The ticket

#Staff

When Sortr closes or deletes a ticket on its own timer, the staff member is Sortr. In the Transcript log entry it is whoever closed the ticket or saved the transcript.

#Closing and transcripts

{transcript.link} is empty whenever no copy was saved at that moment:

• in the three closing messages, when the panel's Save it is set to When the ticket is deleted, since nothing is saved at the close;
• in Before deletion, when the delete saved no copy, because the ticket already had one from its close.

A [text](…) link built around an empty {transcript.link} is left out entirely. Transcripts explains when a copy is saved.

#Limits and timers

#Form answers

#Channel names

The Name while open and Name once closed patterns on Ticket channel have their own, shorter set:

{user.name} and {user.id} are accepted here too, and mean the same: here {user.name} is the username as well. Discord's naming rules then apply: capitals become lower case, spaces and underscores become dashes, accents are taken off letters, and anything else that is not a letter, a digit or a dash is dropped, such as emoji and full stops, up to 100 characters. Letters of other alphabets stay. So ticket-{ticket.number} gives ticket-0042, and closed-{ticket.user.name} gives closed-renoakley for the member ren.oakley.

If Name while open is blank, or leaves nothing when a ticket opens, Sortr names the channel ticket- plus the number. If Name once closed is blank, or leaves nothing, a closed ticket keeps the name it had.