Help requests and tickets

/helpop is how a player reaches the staff. It works in one of two ways, and modules/helpop.yml decides which.

enabled: false
mode: "broadcast"
cooldown: 30s
max-length: 256

The module is off by default and /helpop only appears once you turn it on and restart.

Mode	What happens
`broadcast`	the message goes to everyone holding `voxen.helpop.receive` and that is the end of it
`tickets`	the message opens a ticket: staff answer it, the player reads the answer and writes back

broadcast is the default, so nothing changes on an existing server until you switch. In either mode cooldown limits how often one player may ask, and voxen.bypass.cooldown skips it.

Tickets

mode: "tickets"
max-open: 3
queue-limit: 50
history-limit: 50
keep-days: 30
interfaces:
  dialog: true
  web: true
notify-staff: true

/helpop <short description> opens the ticket, and that description is both the subject and the first message. max-open is how many tickets one player may have waiting at once, which keeps a single upset player from filling the queue; 0 removes the limit.

A ticket is open while it waits for the staff, answered once someone from the team wrote back, and closed when the matter is settled. A player answering an answered ticket puts it back to open, so the queue always shows what still needs a person.

keep-days deletes closed tickets, and their whole conversation, that long after the last message. Open tickets are never deleted by age, and 0 keeps everything forever.

Tickets live in the database, so on a network they are shared: a player can open a ticket on survival and read the answer on the lobby.

The player’s screen

/helpop on its own opens the player’s own tickets. With interfaces.dialog: true that is a dialog screen listing their conversations; opening one shows every message in order, and while the ticket is still open there is a field to write back. A closed ticket can still be read, but the field is gone — the player opens a new one with /helpop instead.

The staff side

With interfaces.web: true a Tickets page appears in the web panel. It has tabs for what is waiting, for each status and for everything, and opening a ticket shows the fields, the whole conversation and a field to answer. Staff messages are highlighted so a conversation is easy to read at a glance.

Panel permission	What it allows
`tickets.view`	seeing the queue and reading a conversation
`tickets.manage`	answering a player and closing a ticket

Answering from the panel reaches the player in game right away when they are online on the same server; otherwise they read it the next time they open /helpop.

In game the same work is done with commands, which is what a server without the panel uses:

Command	What it does
`/voxen tickets [page]`	everything waiting for an answer
`/voxen tickets open <number>`	the whole conversation
`/voxen tickets open <number> reply <message>`	answer the player
`/voxen tickets open <number> close`	close it

Numbers come from the list itself. All of it needs voxen.helpop.manage.

With notify-staff: true everyone holding voxen.helpop.receive hears about a new ticket and about every answer a player writes, along with the console.

Permissions

Permission	What it allows	Default
`voxen.helpop`	`/helpop`, and the player’s own ticket screen	everyone
`voxen.helpop.receive`	the alerts about new tickets and answers	OP
`voxen.helpop.manage`	the queue, answering and closing	OP
`voxen.bypass.cooldown`	skips the `/helpop` cooldown	OP