firefrost-operations-manual/docs/guides/ticket-tool-setup-guide.md

Ticket Tool — Complete Setup Guide

For: Firefrost Gaming Discord Server
Created: March 28, 2026
Created By: Chronicler #45
Bot: Ticket Tool (tickettool.xyz)
Guild ID: 1260574715546701936
Status: Ready to implement

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📖 OVERVIEW

Ticket Tool is the official support ticketing system for Firefrost Gaming. All support requests — whether they originate from the website, Paymenter billing portal, or Discord itself — funnel through a single Discord ticket system. This gives Meg and staff one queue to manage, one place to check, one workflow to follow.

Ticket Tool handles:

• Private ticket channels created on demand by subscribers and Wanderers
• Categorized routing (billing vs technical vs gameplay vs suggestions)
• Automatic transcripts saved when tickets close
• Staff claiming so one person owns each ticket
• Clean close/archive flow

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🗂️ TICKET CATEGORIES

These are the six ticket types members can open. Names are chosen for speed — a member should be able to read the list and immediately know which one to pick.

#	Button Label	Emoji	Who Uses It	What It's For
1	Billing & Subscriptions	💳	Anyone	Payment issues, subscription questions, refunds, tier changes, account access
2	Server Help	🎮	Subscribers	Can't connect, crashes, lag, whitelist issues, in-game bugs
3	Technical Issues	🔧	Anyone	Launcher problems, mod errors, Java issues — anything not server-specific
4	Report a Player	🚨	Anyone	Rule violations, harassment, griefing, cheating
5	Sales & Upgrades	💎	Wanderers / Subscribers	Questions before subscribing, tier comparisons, what's included
6	Suggestions & Feedback	💡	Anyone	Server ideas, modpack requests, Discord improvements, general feedback

Why These Categories

• Billing & Subscriptions is first because it's the most urgent — money issues get answered fast
• Server Help vs Technical Issues splits gameplay problems (server-side) from client problems (their machine) — routes to different staff knowledge
• Report a Player is clearly labeled so members don't bury it in general support
• Sales & Upgrades gives Wanderers a non-committal way to ask questions before subscribing — this is a conversion tool as much as a support tool
• Suggestions & Feedback replaces a suggestions channel — staff can respond properly and close it when actioned

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🛠️ STEP 1: INVITE TICKET TOOL

1. Go to: https://tickettool.xyz
2. Click "Add to Server" or "Invite"
3. Select Firefrost Gaming from the server dropdown
4. Grant the requested permissions — Ticket Tool needs:
   • Manage Channels (creates ticket channels)
   • Manage Roles (for ticket permissions)
   • Read/Send Messages
   • Embed Links
   • Attach Files
   • Manage Messages (for pinning/deleting)
   • Read Message History
   • Add Reactions
5. Click Authorize
6. Complete the CAPTCHA if prompted

Ticket Tool will appear in your member list as a bot.

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🏗️ STEP 2: POSITION TICKET TOOL IN ROLE HIERARCHY

Just like Carl-bot, Ticket Tool needs its role above the roles it manages.

1. Go to Server Settings → Roles
2. Find Ticket Tool in the role list
3. Drag it above Wanderer, and above all subscriber tier roles
4. It does NOT need to be above Staff/Moderator roles
5. Save

Lesson learned: Gray role icons in bot dashboards = hierarchy problem. Ticket Tool creates channels with role permissions — if its role is too low, channel creation silently fails.

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⚙️ STEP 3: ACCESS THE TICKET TOOL DASHBOARD

1. Go to: https://tickettool.xyz/dashboard
2. Log in with your Discord account (Michael or Meg)
3. Select Firefrost Gaming from your server list
4. You're now in the Ticket Tool control panel

All configuration happens here. You don't need to run any bot commands in Discord.

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📍 STEP 4: CREATE THE TICKET PANEL CHANNEL

Before configuring Ticket Tool, create the channel where the support panel will live.

In Discord:

1. Go to your Support category
2. Create a new text channel: #open-a-ticket
3. Set channel permissions:
   • @everyone / Wanderer: View Channel ✅ — Send Messages ❌
   • Staff/Moderator: Full access ✅
4. Pin a message in the channel (before deploying the panel):

🎟️ Need help? Click a button below to open a support ticket.
A private channel will be created just for you and our staff.

Our team typically responds within a few hours.

Staff-only channels for ticket transcripts and logs will be created in Step 7.

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🎛️ STEP 5: CONFIGURE SUPPORT ROLES

Tell Ticket Tool which roles can see and respond to tickets.

In Ticket Tool Dashboard → Settings → Support Roles:

Add these roles as support agents:

• Wizard (Michael)
• Emissary (Meg)
• Moderators
• Staff (general staff role if it exists)

These roles will automatically have access to every ticket channel when it's created.

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🎟️ STEP 6: CREATE THE TICKET PANEL

This is the panel with buttons that members click to open tickets.

In Ticket Tool Dashboard → Panels → Create Panel:

Panel Settings

Setting	Value
Channel	#open-a-ticket
Panel Title	Firefrost Gaming Support
Panel Description	Select the category that best matches your issue. A private ticket will open instantly.
Panel Color	#3B82F6 (Frost blue) or #EF4444 (Fire red) — your choice
Thumbnail	Firefrost Gaming logo (optional)

Create Each Ticket Category

Click "Add Ticket Type" for each of the six categories below.

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💳 Billing & Subscriptions

Field	Value
Name	Billing & Subscriptions
Emoji	💳
Button Color	Green
Welcome Message	Thanks for reaching out about billing. Please describe your issue and include your subscription email address. A staff member will be with you shortly.
Support Roles	Wizard, Emissary
Category (Discord)	Support (or create a 🎟️ Tickets category)
Ticket Name Format	billing-{username}
Max Open Tickets Per User	1

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🎮 Server Help

Field	Value
Name	Server Help
Emoji	🎮
Button Color	Blurple
Welcome Message	Thanks for reaching out! Please tell us: which server you're playing on, what happened, and any error messages you saw. Screenshots help a lot.
Support Roles	Wizard, Emissary, Moderators, Staff
Category (Discord)	Support / Tickets
Ticket Name Format	server-{username}
Max Open Tickets Per User	1

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🔧 Technical Issues

Field	Value
Name	Technical Issues
Emoji	🔧
Button Color	Blurple
Welcome Message	Thanks for reaching out! Please describe the issue, what you've already tried, and include your Java version and launcher (CurseForge, Prism, FTB, etc.). Screenshots or error logs are super helpful.
Support Roles	Wizard, Emissary, Moderators, Staff
Category (Discord)	Support / Tickets
Ticket Name Format	tech-{username}
Max Open Tickets Per User	1

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🚨 Report a Player

Field	Value
Name	Report a Player
Emoji	🚨
Button Color	Red
Welcome Message	Thank you for reporting. This ticket is private — only you and staff can see it. Please provide: the player's username, what happened, when it happened, and any screenshots or evidence you have.
Support Roles	Wizard, Emissary, Moderators
Category (Discord)	Support / Tickets
Ticket Name Format	report-{username}
Max Open Tickets Per User	2

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💎 Sales & Upgrades

Field	Value
Name	Sales & Upgrades
Emoji	💎
Button Color	Green
Welcome Message	Thinking about subscribing or upgrading? Excellent taste. Ask us anything — what's included in each tier, which path suits you, or how to upgrade. We're happy to help you find the right fit.
Support Roles	Wizard, Emissary
Category (Discord)	Support / Tickets
Ticket Name Format	sales-{username}
Max Open Tickets Per User	1

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💡 Suggestions & Feedback

Field	Value
Name	Suggestions & Feedback
Emoji	💡
Button Color	Grey
Welcome Message	We love hearing from the community! Share your idea or feedback and we'll review it. We read every single one — your ideas shape what Firefrost becomes.
Support Roles	Wizard, Emissary, Moderators, Staff
Category (Discord)	Support / Tickets
Ticket Name Format	feedback-{username}
Max Open Tickets Per User	1

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📋 STEP 7: CONFIGURE TRANSCRIPTS & LOGGING

When a ticket closes, you want a record of it.

In Ticket Tool Dashboard → Settings → Logs:

1. Create a staff-only channel in Discord: #ticket-logs
   • Only Staff / Moderator roles can see it
   • Wanderers and subscribers cannot see it
2. Set Transcript Channel → #ticket-logs
3. Set Log Channel → #ticket-logs (same channel is fine for small teams)
4. Enable:
   • ✅ Log ticket creation
   • ✅ Log ticket closure
   • ✅ Save transcript on close
   • ✅ DM transcript to user on close (optional but nice — users get a record)

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🔒 STEP 8: TICKET CHANNEL PERMISSIONS

By default, Ticket Tool creates a private channel that only the opener and support roles can see. Verify these defaults in Dashboard → Settings → Permissions:

• ✅ Ticket creator can view and send messages
• ✅ Support roles can view and send messages
• ✅ @everyone / Wanderer cannot view ticket channels
• ✅ Other subscribers cannot view other members' tickets

This is already the default behavior — just confirm it's set correctly.

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🧪 STEP 9: TEST BEFORE GOING LIVE

Before announcing to the community, run through the full lifecycle.

Test Flow

1. Create a test ticket — Click each of the 6 buttons as yourself or a test account
2. Verify the channel appears — Private channel created in the right category
3. Verify welcome message — Correct message for that ticket type
4. Verify staff can see it — Log in as Meg or another staff account and confirm visibility
5. Close the ticket — Use the close button in the ticket channel
6. Verify transcript — Check #ticket-logs for the saved transcript
7. Repeat for all 6 categories

What to Check

• All 6 ticket types create channels correctly
• Channel names follow the format (e.g., billing-frostystyle)
• Welcome messages are correct for each type
• Staff roles can see all ticket channels
• Wanderers/subscribers cannot see other people's tickets
• Closing a ticket saves a transcript to #ticket-logs
• The panel in #open-a-ticket looks clean and professional

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📢 STEP 10: UPDATE SUPPORT TOUCHPOINTS

Once Ticket Tool is live and tested, update everywhere that previously mentioned support:

Ghost Website Contact Page

The Contact page (already published by The Publisher, Chronicler #39) should link directly to Discord with a note about tickets:

"Need help? Join our Discord and open a support ticket — our team responds within a few hours."

Add a Discord invite button/link on the Contact page.

Paymenter Billing Portal

See Task #85 — modify Paymenter's support page to redirect to Discord instead of Paymenter's built-in ticket system. The exact method (link swap vs template edit) depends on what the Paymenter admin panel looks like — investigate when on desktop.

Discord Welcome Channel

Update #welcome or #rules to mention: "Need help? Open a ticket in #open-a-ticket."

Wanderer Onboarding

If Carl-bot sends a welcome DM (future enhancement), include the ticket channel link.

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🔄 TICKET WORKFLOW FOR STAFF

Standard Flow

Member opens ticket
    ↓
Staff sees new channel appear in ticket category
    ↓
Staff member "claims" the ticket (assigns to themselves)
    ↓
Conversation happens in the private channel
    ↓
Issue resolved
    ↓
Staff closes ticket
    ↓
Transcript saved to #ticket-logs
    ↓
Channel archived/deleted

Staff Commands (in ticket channel)

Most actions happen via buttons Ticket Tool pins in the channel, but common slash commands:

Command	What It Does
/close	Closes the ticket, saves transcript
/add @user	Adds someone else to the ticket (e.g., Michael for billing escalation)
/remove @user	Removes someone from the ticket
/rename [name]	Renames the ticket channel
/transcript	Generates transcript manually without closing

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🚨 TROUBLESHOOTING

Ticket channels not being created

Symptom: Member clicks button, nothing happens
Cause: Ticket Tool's role is below the Discord category in the hierarchy, OR missing Manage Channels permission
Fix: Server Settings → Roles → drag Ticket Tool role higher. Verify Manage Channels permission is granted.

Members can see other people's tickets

Cause: Channel permissions misconfigured — @everyone has View Channel allowed somewhere
Fix: Dashboard → Settings → Permissions — ensure @everyone is denied View Channel for ticket channels

Transcripts not saving

Cause: Ticket Tool bot doesn't have permission to send messages in #ticket-logs
Fix: Check #ticket-logs channel permissions — Ticket Tool role needs Send Messages and Attach Files

Wrong welcome message showing

Cause: Panel wasn't saved after editing the ticket type
Fix: Dashboard → Panels → edit the ticket type → Save Changes → Redeploy Panel

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📊 FUTURE ENHANCEMENTS

Once the basic system is running smoothly, consider:

1. Auto-close inactive tickets — Close tickets with no activity after 7 days with a warning message first
2. Ticket claiming — Require staff to "claim" before responding (prevents double-handling)
3. Pre-ticket questions — Require members to answer 2-3 questions before the ticket opens (e.g., "Which server?" for Server Help tickets) — reduces back-and-forth
4. Working hours message — Auto-reply after hours: "We've received your ticket and will respond within 24 hours"
5. CSAT rating — After ticket closes, ask the member to rate their support experience

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📝 NOTES

• Ticket Tool's free tier is sufficient for Firefrost at launch. Premium adds things like custom bot branding and more advanced analytics — not needed now.
• The bot is separate from Carl-bot (joins) and The Arbiter (subscriptions). Each does one job. Don't conflate them.
• All ticket transcripts in #ticket-logs are staff-only. Members get a DM copy when their ticket closes (if that setting is enabled).

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Fire + Frost + Foundation = Where Love Builds Legacy 💙🔥❄️

Created by: Chronicler #45
Date: March 28, 2026
Status: Ready to implement