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Ticket bot for Minecraft servers

On a Minecraft server almost every request is about the same things: "I cannot get in", "he griefed my base", "I bought a rank and did not get it". Here is how to set up tickets on Discord so each kind lands with the right people, and staff have what they need from the first message.

Start with the Minecraft template

In Ticket System there is a ready-made template under Categories called "Minecraft server". It creates five categories, each with its own button:

• Support: asks for the Minecraft name and what it is about.
• Unban: asks why the player was banned, and why it should be lifted.
• Whitelist: asks for the Minecraft name, Java or Bedrock, age and why the player wants to join the server.
• Purchase: asks what was bought, and what the problem is.
• Report a player: asks who it is about, what happened, and whether there are clips or images as proof.

Three quick replies are included, e.g. "Missing Minecraft name" and "Whitelist approved". You can change everything afterwards.

Get the Minecraft name from the start

The name on Discord and the name in the game are rarely the same. Without the Minecraft name, the first three messages in every ticket are spent asking for it. Ask before the ticket is opened, and ask for the exact name with capital and small letters.

If you have both Java and Bedrock players, ask about that too. It often decides what the answer is.

Reports: proof first

A report without proof is one word against another. Ask for clips or images before the ticket is opened, and have a quick reply ready for those who forget. Images sent in the ticket are stored together with the transcript, so they can also be seen when the channel is gone.

Shop purchases

Here someone has paid real money and is waiting. Raise the priority, so the ticket is at the top for staff, and use a tag such as "Payment", so you can see afterwards how many cases are about purchases, and whether there is a pattern.

Whitelist without mess

Switch on Approve and Reject for the Whitelist category. On Approve the applicant is told and gets a role, and the ticket closes by itself. The rest is in the guide to whitelist applications.

When staff are not online

• Answers before a ticket: "What is the IP address?" and "Which version do you run?" can be answered before the ticket is opened.
• Opening hours Premium: outside opening hours the player is told when you answer, and staff are not pinged at night.
• Duty on/off Premium: only those on duty are pinged about new tickets.