Lifecycle and automatic closing

The ticket buttons

Each panel decides which buttons appear in its tickets, with their label, emoji and colour:

Two-step closing

Two settings, grouped behind a "lifecycle" switch:

• Confirm before closing: a click on Close asks for confirmation. Prevents accidental closures.
• Intermediate "closed" state: instead of immediate deletion, the ticket moves to a closed state, with the option to reopen or delete it. Recommended: a ticket deleted by mistake cannot be recovered.

Automatic closing

Closes tickets left without activity. Settings:

• inactivity delay;
• who must have spoken: anyone, the member, or support;
• warn before closing, with a custom delay and message;
• final action: close or delete.

A safety cap prevents absurd delays: beyond 30 days of inactivity, a ticket is considered abandoned anyway.

Claiming

Enabled by the presence of the Claim button. Two options:

• lock to the claimer: only the claimer and the author can act on the ticket;
• rename on claim: the channel name shows who is handling it.

Transcripts

A transcript is the readable archive of the conversation, generated on closing or on demand, and dropped into the transcripts channel you chose.

It is what lets you delete a ticket without losing its content.

Direct messages

Bao can send the member a direct message on opening and on closing their ticket, with text you write. Useful to confirm receipt, or to send a satisfaction link.