> For the complete documentation index, see [llms.txt](https://laernos.gitbook.io/ps-moderator-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://laernos.gitbook.io/ps-moderator-guide/systems/support-ticket.md).

# Support Tickets

## What are Support Tickets?

> Support tickets are a system that allows members of the server to communicate directly with the desired authority through private rooms, maintaining their privacy, by pressing a button in the       [📬│destek](https://discord.com/channels/560140367362523136/851308144180199464) channel, rather than expressing their problems or questions in chat channels.

## Appearance

> There are 6 moderation group embed buttons as well as 6 special categories according to the moderation group  for which the special rooms will be opened. The special channel consists of the member's name who opened the ticket and a 4-digit code.

{% hint style="info" %}
Moderators, except for secretaries, can only see the tickets opened in their own categories, but secretaries have permission to see and intervene in all categories except for admin support.
{% endhint %}

<div align="left"><img src="/files/-MeNSF1I09p59NrfeS6L" alt=""></div>

<div align="left"><img src="/files/-MeNV_y7nwI9Vrng8UT9" alt=""></div>

* When a special channel is created, it automatically tags the person who opened the ticket and the moderators.

<div align="left"><img src="/files/-MeNWsnAndCCww9udWNj" alt=""></div>

## Claim

> By pressing the claim button, you claim the ticket, indicating that you are dealing with it. This prevents the complexity that could arise from multiple authorities dealing with the same person.

{% hint style="danger" %}
If a ticket has been claimed, do not intervene in the ticket unless the claiming authority tags you to call you or you do not see any wrong action!
{% endhint %}

* The name of the channel changes to warn other mods, and you receive a notification that you have claimed it.

<div align="left"><img src="/files/-MeNXw6NdbqePwQeO3MH" alt=""></div>

## Close

> When the ticket is closed, the bot offers you 3 different options. You can choose the option you want by pressing its button.

<div align="left"><img src="/files/-MeNZDnUmLSRYRilU0FR" alt=""></div>

* When the ticket is closed, the ticket owner receives a message via DM.

<div align="left"><img src="/files/-MeN_RNAhWMqBqTZ1_YG" alt=""></div>

* When the ticket is closed, its name changes and it is moved to the closed ticket category.

<div align="left"><img src="/files/-MeNZdrojF8adHBnAjQD" alt=""></div>

{% hint style="info" %}
All categories' closed tickets are moved to the **CLOSED TICKETS** category, but only the authorities who could see the ticket when it was opened can see it in the same way when it is closed.
{% endhint %}

### Save Transcript

> When the ticket is saved, it is sent to the [🎫transcript\_log](https://discord.com/channels/560140367362523136/753084823010279444) channel in embed form. If you wish, you can click on the Transcript text to view and examine the ticket in HTML form.

<div align="left"><img src="/files/-MeNbbCNcnnajAF1S6bn" alt=""></div>

{% hint style="warning" %}
Not all authorities have the permission to view the [🎫transcript\_log](https://discord.com/channels/560140367362523136/753084823010279444) channel.\
For more information: [Permissions to View Channels](/ps-moderator-guide/moderators/permissions.md#kanallari-goeruentueleyebilme-yetkileri)
{% endhint %}

### Reopen Ticket

The reopen button makes a closed ticket visible again to the person who opened the ticket, and you can continue your conversation.

* The ticket is removed from the closed tickets category and its name is changed as if it were a new ticket.

<div align="left"><img src="/files/-MeNdubfL94166-_A8A2" alt=""></div>

### Delete Ticket

> When the ticket is deleted, you will receive the warning below; there is no turning back after pressing the delete button.

<div align="left"><img src="/files/-MeNd7Tm6MSoqfQ9Z87n" alt=""></div>

## Logging

> With the [📒destek\_log](https://discord.com/channels/560140367362523136/753084659956580443) channel, you can view every activity in the ticket system.

<div align="left"><img src="/files/-MeNg6yZ5lsylsnUdIfc" alt=""></div>

{% hint style="danger" %}
Tickets opened to communicate with administrators are not recorded in the [📒destek\_log](https://discord.com/channels/560140367362523136/753084659956580443) or [🎫transcript\_log](https://discord.com/channels/560140367362523136/753084823010279444) channels due to privacy reasons.
{% endhint %}