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Transcripts on Discord: keep the conversation when the ticket closes
When a ticket channel is deleted, everything written in it disappears. A transcript is a copy of the whole conversation that can be read afterwards. Here is why it is worth keeping, what should be included, and how to avoid keeping more than you need.
Why keep the conversation?
- When someone complains. "Your admin promised me my items back" is hard to answer if nobody can see what was said.
- When the same person returns. Staff can see what the case was about last time, and what you decided.
- When new staff need to learn. Old tickets show how you usually answer.
What belongs in a good transcript?
All messages with name and time, the answers to the questions at opening, and who claimed and closed the ticket. And the images. Many forget the last part: a link to an image on Discord stops working when the channel is deleted. If the proof must be visible in six months, the image itself has to be stored with the conversation.
Ticket System makes the transcript when the ticket is deleted: a page with the whole conversation, including the images. Free has 300 MB of image storage per server, Premium has 3 GB.
Who may read it?
A transcript contains the same as the ticket, so it should not be more open than the ticket was. Three things to decide:
- Should the user get a copy? Most servers say yes. It shows that you have nothing to hide.
- Where is staff's copy? Use a channel only staff can see. If the category had its own staff role, the rest of the team should not be able to read the transcript either.
- What if the link is shared? A link can be passed on. If the page requires login, a shared link is worth nothing to others.
In Ticket System a transcript is opened with a link containing a long, random key. If you switch on "Require login to open transcripts" under Settings → Security, only the ticket's owner and your staff can read it. It is free.
How long should it be kept?
As long as you need it, and no longer. A support case about a forgotten password does not matter after a month. A case about a ban can be relevant for a year. If you keep everything forever, one day there are thousands of old conversations with names and details that nobody uses, but which can still leak.
Under Settings → Security you can switch on "Delete old transcripts automatically" and choose 30, 90, 180 or 365 days. Under Tickets a single ticket can also be removed completely, together with its transcript and images.
Find it again
An archive nobody can search is not used. Make sure you can find an old case by the user's name and by a word from the conversation, without scrolling through a channel with hundreds of files.
Under Tickets on the dashboard you can search by channel, user and words in the conversations, filter by tags and download the list as a spreadsheet.