Automations

Premium. Automations do the routine work: close a ticket nobody answers, remind a member, clean up after a member leaves. A panel can have up to 10 rules.

#Message rules

A message rule watches the ticket for a time window and acts when a message did or did not arrive.

• Check. Not found acts when no message arrives in the window. Found acts when one does.
• From. Anyone, only the ticket owner, or only the support team.
• Window. From one minute to seven days.
• When a message arrives. For not found: restart the timer, or keep counting.
• Repeat. Once, or again and again until the rule is stopped.
• Action. Run a custom command, close the ticket or delete it.
• Afterwards. Keep the rule running or stop it.

Example: If the owner sends no message for 24 hours, run the custom command "reminder". If there is still nothing after another 24 hours, close the ticket. That is two rules.

#Trigger rules

A trigger rule runs once, right after an event, with an optional delay of up to seven days.

Example: Seven days after a ticket closes, delete it.

#Owner left the server

Close or delete a ticket when its owner leaves the server, or do nothing.

#Automatic DMs

• DM on create sends the owner a message with a link to the new ticket.
• DM on close tells the owner the ticket was closed.

Both only arrive if the member allows DMs from server members.

#Start and stop

$automation stop pauses the rules for one ticket, $automation start resumes them.

• Closing a ticket stops its timers. The only exception are delayed Closed triggers: they belong to the closed state and are dropped when the ticket is reopened.
• Every timer ends after seven days at the latest.

The bot checks due timers every 30 seconds, so an action can happen up to half a minute late.