Support Tickets in Discord
Open a support ticket from Discord and talk to the SlabIQ team in a private thread or DM. Every reply and status change stays in sync with the team's help desk.
- Status
- In Progress
- First discussed
- Development started
- Last updated
Overview
Customers will be able to open a ticket from a support panel in the SlabIQ Discord server by picking a category and describing the problem. The ticket opens a private thread with the support team, and staff work it from a help desk in SlabIQ's admin panel with assignment, status, priority and internal notes. Each reply and status change reaches the customer once. Customers can reply from Discord, and a reply reopens a resolved ticket. Staff can also open a ticket for a customer who contacted them another way.
Completed work
- Staff help desk: assign, prioritise, change status, reply and add internal notes
- Discord support panel with categories, a form and private ticket threads
- Replies and status changes delivered exactly once, with a visible delivery status
- Customers reply from Discord, and a reply reopens a resolved ticket
- Staff can open a ticket for a customer
- Full ticket history
Milestones
- Completed
Help desk and ticket storage
- Completed
Discord support panel, private threads and staff-opened tickets
- Not Started
Support data installed in production
- Not Started
Support bot update released
- Not Started
Opened to customers
What “done” means
The outcomes this item has to deliver. Each is marked as it is confirmed.
A ticket opened in Discord appears in the staff help desk
Not yet verified
Each staff reply or status change reaches the customer exactly once
Not yet verified
Internal notes are never shown to the customer
Not yet verified
Customers can only see their own tickets
Not yet verified
Development updates
No development updates have been posted yet.